CalMac Ferries Ltd

Business Solutions Lead

September 2019 to August 2024

Overview

CalMac Ferries Ltd embarked on a programme to introduce a new Ferry Ticketing & Reservations system intended to replace a system that had been in place for almost 30 years and was very much engrained within the culture of their organisation. 

I provided ICT business solutions and change management support from the early stages of the programme, initially driving the requirements capture activities of the procurement exercise and assisting the organisation through the evolution of an operating model and developing all the business processes and practices to lift the organisation into a modern customer experience. 

The activities involved stakeholder management at all levels of the organisation from Customer Service Advisor through to Managing Director and critical external stakeholders including Members of Scottish Parliament and community representatives. 

I have performed a vital role in both strategic development, planning and delivery of this large, high-profile transformational programme.

Key Achievements

Requirement Gathering, Documentation & Assessment for Procurement and Programme Delivery.

Creation of Business Requirements, Functional Requirements, Non-Functional Requirements, Functional Specifications, Technical Solutions and a Data Flow Model, utilising user stories, business process modelling notation (BPMN), flow charts, and customer journey maps.
 
OJEU Procurement.
 
Critical participant in strategic planning for the procurement of a Ferry & Ticketing solution via OJEU framework, including the production of a detailed procurement requirements specification and scoring framework.
 
Target Operating Model Development.
 
Led the development of a new Target Operating Model using the Operating Model Canvas approach (POLISM), providing a clear and concise comparative overview of the as-is versus to-be operating model.
 
Process & Procedure Documentation.
 
Led a team of 5 business change managers and 2 business analysts working closely with internal and external stakeholders to develop a comprehensive end-to-end business process modelling framework supported by a detailed suite of step-by-step business procedure documents.
 
Business Service Support Model Development.
 
Collaborated with business and IT teams on developing a Service Support model to ensure effective management, monitoring and problem resolution with the processes and systems within a business-as-usual environment.
 
Business Change Management
 
Partnered with the business change manager on developing training materials and business change activities to support the effective deployment of the TOM, processes and systems into working practices.
 
Stakeholder Management.
 
Managed cross-level stakeholder communication, impacting relations from Customer Service to Members of Scottish Parliament.
 
Programme Management Support.
 
Drove strategic development of the programme, contributing to the planning and delivery of a transformational programme.

Responsibilities

  • Procurement Requirements Strategy & Scoring Framework
  • Target Operating Model (via Operating Model Canvas framework)
  • Business Process Modelling & Procedures
  • Stakeholder management of various personnel from end-user through to Directors and Managing Director
  • Project Management Support
  • Business requirements, Functional Requirements, Non-Functional Requirements, Functional Specification, and Technical Solution. Including the capture and documentation presented via various recognised models including User Stories, Business Process Modelling Notation (BPMN), Flow Charts and Customer Journey Maps.

Methodologies

  • Prince 2 (Business Change Workstream)
  • Agile (System Implementation Workstream)
  • BPMN (Business Process Modelling Notation)

Software & Technologies

  • Microsoft: Teams, Office, Visio, Project, Sharepoint
  • Specialist: E-Dea eBooking