Karen Joanne Green

WORK PROFILE

Oct 2015 - Present Job Title: Bespoke Contracts Coordinator

Responsible for managing the end to end project process for the Bespoke Services Team.

Responsibilities: -

To manage the delivery of projects in an efficient and effective manner whilst maintaining high quality standards.

Record all Opportunities and ‘Wins’ on CRM to enable effective management of project pipeline. Produce monthly ‘actuals’ for procurement spending for Bespoke Services’ projects during the relevant

month and assist in determining the monthly revenue. Contribute in defining/improving current processes/procedures. Responsible for ensuring customer approval has been received prior to commencement of works to avoid

payment issues upon conclusion. Calculate and enter commercial figures into CRM for all new/existing Bids and subsequent orders Introduction of robust internal process’ to ensure the smooth running of the projects through to conclusion

and to avoid duplication of work. Liaise with customer to discuss progress, issue resolution, prioritisation of current workload to ensure that

business requirements can be met with current resourcing. Weekly management of Agency workers, including timesheet data collation, raising purchase orders and

authorising payment of invoices. Liaising with suppliers to resolve any invoicing queries. Assist Operation Manager with forecasting, cost containment, revenue and gross margin delivery. Sourcing, ordering and ensuring that the appropriate resources are available and in the correct location to

ensure project delivery runs smoothly. Responsible for monitoring charges and raising customer invoices on NAV. Identification and implementation of Continual Service Improvement Initiatives (CSIP) including assessing

requirements and designing appropriate processes to meet the delivery requirements. Issue Resolution - Manage issues to a successful conclusion, minimising business impact, and ensure that

lessons are learnt to avoid repeating the issue. Produce ‘work packs’ for the delivery teams to ensure the smooth delivery of projects. Act as a point of contact for project delivery enquiries or escalations for current projects. Project manage small projects.

Jan 2013 – Mar 2014 Atos Job Title: Project Office Manager

Responsible for managing a team of PMs in the delivery of project services in the following areas: - Networks, Telephony, Servers, Desktop Services, Software, Service Desk and Procurement.

5 St Georges Avenue, Northampton NN2 6JA - T: 01604 645359 – M:07514 129653karengreen4969@gmail.com - uk.linkedin.com/in/karen-green-a8babbab

Summary Work ProfileContracts Coordinator: TC LandscapesProject Office Manager Atos; Client: BrakesExecview Trainer Atos; Client: SecondmentProject Office Manager Atos; Client: NFUMIncident Manager Atos; Client: NFUMChange Manager Atos; Client: BrakesJunior Project Manager Atos; Client: Brakes

Responsibilities: -

To manage the delivery of projects in an efficient and effective manner whilst maintaining high quality standards and operability as defined by the Customer and to meet the agreed service levels and KPIs defined within the contracts.

Attend and contribute on behalf of Project Services at monthly Account Planning Meetings with key account personnel to discuss/ensure how the Account Team can most effectively deliver new/amended services with minimal impact to daily operations.

Produce monthly Project Report for inclusion in the Service Pack for the monthly Board Meeting. Contribute in planning and decision making with respect to one or more of a range of matters including

strategic planning, hardware and software procurement, staff development, processes/procedures, financial spending.

Review all proposals/contracts with a view to meet the business needs of the client organisation and provide a value for money service in terms of standards, quality, efficiency, safety, performance and cost effectiveness.

Calculate and enter commercial figures; chair and administer account approval of new proposals at the bi-weekly Account Change Control Board (ACCB).

Introduction of robust process to ensure that all new services/equipment are efficiently transitioned to support and added to the appropriate contract/charging structure.

Liaise with customer to discuss progress, issue resolution, prioritisation of current workload to ensure that business needs are best met with available resources/funding.

Performance Manager for three PMO resources – appraisals, mentoring and staff development. Assessing new candidates for PMO roles by conducting initial telephone interviews for external candidates. Assist in advising and influencing business clients and customers at management level regarding the

delivery, costs, availability and functionality of services and systems and develop effective partnerships with them.

Ensure effective communication of issues and account status to the team, customer and delivery teams through regular meetings and conference calls.

Overseeing off shoring programme for the Service Desk and other Service Delivery groups. Joint P&L responsibility with Account Manager and accountable for forecasting, cost containment, revenue

and gross margin delivery. Responsible for monitoring charges and raising customer invoices and supplier purchase orders. Regular planned meetings with customer, technical teams and other third party service providers to discuss

current and future service needs. Monitoring and reporting of service levels and KPIs to agreed levels to key stakeholders, including the

Customer, business and IT Management Team. Identification and implementation of Continual Service Improvement Initiatives (CSIP) including assessing

requirements and designing appropriate processes to meet the delivery requirements. Incident Management - Manage incidents to a successful conclusion, minimising business impact, chairing

Major Incident Meeting to discuss possible improvements, how to avoid repeating the issue. Change Management – Provide cover in absence of Change Manager, chair weekly Change Board. Act as single point of contact for project delivery enquiries or escalations for current projects. Project manage small projects.

2012 to Jan 2013: Atos Job Title: Administrator and PMO Trainer for Execview

Responsibilities:

As part of a team implement Execview across Atos in the UK, arranging training of PM and PMO resources nationally.

Ensure all PMO/PM resources throughout the UK were trained as part of the rollout. Assisting in the administration and amendment of the Execview system for each customer and set up of

users. Conducting training for PMO resources on Execview tool and implementation of updates to relevant

processes. Arrange course, book resources, travel, and accommodation as required.

Sep 2008 – Sep 2012: Atos Job Title: Project Office and Incident Manager, NFUM

Responsible for delivering effective management and delivery of Projects for NFUM.

Responsibilities: -

To manage the delivery of projects in an efficient and effective manner whilst maintaining high quality standards and operability as defined by the Customer and to meet the agreed service levels and KPIs defined in the contracts.

Attend and contribute on behalf of project management at monthly Account Planning Meetings with key account personnel to discuss/ensure how the Account Team can most effectively deliver all services.

Produce monthly Project Report to be included in the Service Pack for the customer to review. Contribute in planning and decision making with respect to one or more of a range of matters including

strategic planning, hardware and software procurement, staff development, processes/procedures, financial spending.

Review all proposals/contracts with a view to meet the business needs of the client organisation and provide a value for money service in terms of standards, quality, efficiency, safety, performance and cost effectiveness.

Calculate and enter commercial figures; chair and administer account approval of new proposals at the bi-weekly Account Change Control Board (ACCB).

Introduction of robust process to ensure that all new services/equipment are efficiently transitioned to support and added to the appropriate contract/charging structure.

Ensure effective communication of issues and account status to the team, customer and delivery teams through regular meetings and conference calls.

Regular planned meetings with Customer, technical teams and other third party service providers to discuss current and future project needs.

Monitoring and reporting of service levels and KPIs to agreed levels to key stakeholders, including the Customer, business and IT Management Team.

Identification, designing and implementation of Continual Service Improvement Initiatives (CSIP) including assessing requirements and designing appropriate processes to meet all delivery requirements.

Act as central point for any project delivery escalations for all current projects. Project manage small projects. Incident Management - Manage incidents to a successful conclusion, minimising business impact. First

point of contact for all critical incidents and any related queries within the account. Collating information and production of Major Incident Reports. Chairing Major Incident Meetings, ensuring that the root cause, resolution and prevention of recurrence of

the issue(s) are documented, appropriate lessons are learnt and transitioned into service delivery. Own and maintain all process documentation related to Project, Major Incident and Incident Management.

Mar 2003 – Sept 2008: Atos Job Title: Change Manager and Junior Project Manager, Brakes

Responsibilities: -

Design and Implementation of Change Management process Change management - Manage, build, schedule, and approve changes in accordance with the defined

service levels without impact to service delivery. First point of contact for all change queries within delivery teams and for the customer.

Chair and manage the weekly CAB, ensuring that all requests are logged and that the requestor is present on the call to discuss/justify their change.

Publish the updated change list onto ‘shared area’ and advise interested parties when the change has been delivered.

Project Manage small projects (up to £150K in value) – delivery measured on timescale, scope and budget. RAID management and effective communication of status to stakeholders both internal and external. Pre Sales: Develop and manage project proposals for the customer, ensuring that all charges had been

commercialised, that the solution was viable and in line with current strategy and that delivery timescales were logged.

Arrangement of, and/or attendance at regular conference calls and meetings with the customer, team and

delivery teams. Maintain account process documentation e.g. change management process and project management

process.

Education:1993 to 1996 University of Kent at Canterbury - BA (Hons) Joint Honours History and Social Sciences

1992 to 1993 South Kent College of Technology – A/S Level History and English Literature (Gateway course)

1986 Rothelawe Secondary School - 9 GCSE’s including Mathematics and English

Work Related Courses/Certificates: P3O Practitioner ITIL3 Foundation Prince 2 - Practitioner (lapsed) Foundation (current) Emotional Intelligence Workshop

Additional Information:Clean driving license. Non – smoker.Referees can be supplied upon request.

Competent user of: Excel, Word, Powerpoint, Project Visio, M/S Project, Execview, Livelink/Sharepoint, SAP for order and invoice raising, USD (Call Logging Tool), MS Office Suite, NAV and CRM.

Other: Excellent understanding of the project lifecycle and ability to set up and maintain RAID. Good understanding of business and customer requirements and priorities Good communication skills, gained from interacting effectively with other groups, combined with a good

telephone manner. Good presentation and report writing skills. Ability to deal tactfully and courteously with challenging customers.