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Rebecca ArmstrongGlobal Change Management ・Blue Chip Account & Contracts Management ・Project
ManagementBusiness Transformation ・Systems Integration ・ Process Optimisation ・Stakeholder Management
20 Lesbury Road, Hipsburn, Northumberland, NE66 3NB Tel: 01665 830776 | Mob: 07739 595191 | Email: [email protected] or
Professional Profile
Senior Management Professional with over 12 years Blue Chip experience with BT and Phillips. Possessing experience across the EMEA, North American and Far East regions with expertise in Global Contracts Management (valued in excess of £6million), Global Project Management (across 22 countries), Change Management to improve process & stimulate business growth. A natural communicator, with executive level stakeholder management experience across the NHS and an inclusive leadership style.
Key Skills & Expertise Overview
Strategic Leadership Programme Management Areas of Expertise Strategy Development (6 years) EMEA Operational Management Stakeholder Management Financial Management (P&L,
forecasting) Transitional project management
Organisation Restructure Change Management Business Improvement Data Migration Systems Integration
PMO- Project Analysis QMS ISO9000 certified Tender Development Global contract extensions Managing and implementing
mobile telephony expense management solutions
Key Skills & Expertise
Strategic Leadership, Business Improvement & Growth Strategic management of NHS internal and external stakeholders to achieve Programme objective of realising
£1bn of benefits for the NHS. Responsible for business improvement initiative across EMEA region for Philips Change Management (200+
change requests at any one time). Introduced naming conventions to standardise off the shelf products and all email communications between
teams in Budapest, Amsterdam and the UK. Instigated weekly coordination with key stakeholders in Philips to go through priority orders requiring expedition
and special attention. Key stakeholders relationships with Philips included IBERIA PM, NORDICS PM, EMEA PM and Service Director
for Philips Global. Overcoming key challenges on Global contract including management of external supplier as lead times were not
closely regulated enough and so deliverables had to be micro managed constantly to ensure achievement of completion dates.
Programme & Project Management Involvement in multitude of projects such as benefit fraud reporting for DWP, migration all personnel data to a
cloud based solution as part of BT’s provision of a new gateway.Worked for Project Management Office supporting PM’s nationally and ensuring all project documentation captured/kept up to date.
Implementation of Telephony Expense Management solution across 22 countries to achieve savings for Philips of circa €1 million pa and €500k pa for BT. the collation of all Philips employees data for uploading onto reporting platform to show trend/spend analysis and create alerts for high users. Successfully rolled out international call barring out across Europe for 20k subscribers.
Applied BT’s project and programme management methodologies (taken from Prince2 project methodology) to each project.
Employment History
Stakeholder Engagement Manager NHSBSA Nov 2014 - present Lead for management of programme wide engagement with NHS internal and external stakeholders
Capture of stakeholder landscape (using Mind Map software) across the health service and assessment scoring of interest and influence levels in relation to the programme objective of saving £1bn for the NHS
Production of Stakeholder Engagement Strategy documentation at programme and individual project level Regular reviews with team members to identify progress blockers and provide appropriate support Attendance to events on behalf of the programme to identify synergies and opportunities for realising £1bn of
benefits Continuous maintenance of existing stakeholder relationships via regular contact and sharing of information
which may enhance a cost saving initiative, or add risk Management of a central stakeholder register as well as a live actions register Production of ‘new (cost saving) ideas’ process flow and corresponding matrix for managing progress against
initiatives
Transitional Client Services Delivery Project Manager Capita Feb 2014 – Aug 2014 Responsible for all areas of project management, including capturing of service requirements,
recommendations for future business, retention of existing services, planning/scoping/resource allocation and risk management for all associated services
Forecasting Profit and loss, revenue capture, regional team management and achieving deliverables in accordance with client contract
Liaison with external suppliers, with a view to outsourcing as required and if necessary tuped Documentation of local work instructions and supporting one to one training Liaison with existing and potential suppliers with a view to extending/improving business deliverables
Contract Manager (Global) BT Plc Jan 2010 to Jun 2013 Responsible for a £2 million Philips Account I was the key point of contact for Mobility Managed Service, fixed line
implementations/in life queries with 50% Change Management for the EMEA region (including Global cover when required).
Production of proposals/bids for new business, adhering to local law/commercial constraints and securing 20% increased for the business. This was realised through a Master Service Agreement in 2011 which extended the contract for 2 years and brought in an additional 200k to the account.
Managing ‘in life’ deliverables in line with service level agreements (fault management, weekly reports to key stakeholders, hardware/software deliveries) to ensure BT’s contractual obligations to Philips were met.
Providing detailed quarterly customer reviews ‘in country’ to the respective Philips personnel (11 countries in scope including the Netherlands, Germany, Belgium and the UK).
Change Management covering the EMEA region. Responsible for coordinating complex bespoke solutions across the globe (Greece, Brazil, Austria and Poland) such as voice over IP, or One Voice anywhere.
Producing and reviewing contractual documentation to ensure full legal/commercial compliance for all countries in scope including highly regulated countries such as Germany and Greece.
Project Manager BT Plc/Phillips Jan 2007 – Jan 2010 Implementation of a Telephone Expense Management (TEM) solution across 22 countries was tasked with
procuring customer data records from incumbent mobile number operators and migrating consumer information onto our supplier (Martin Dawes Systems) platform.
Completion of the TEM solution enabled Philips to reduce employee mobile spend by 20%. The management information analysis reports on usage trends also resulted in securing better airtime rates via mobile network operators, which increased BT's margins by 16.5% (circa €50,000).
Management of the Martin Dawes Systems team (platform supplier), called for extreme diplomacy in order to achieve best possible results. Martin Dawes staff increased productivity and the critical inventory uploads were delivered on schedule.
Production of supporting documentation internally and externally (such as the customer or supplier operational guide, Project initiation document, Project control plans).
Careful planning (country by country) was required for each phase (, Delivery Roadmap for Philips indicating expected completion dates/delays, Migration plans etc.) which was then approved by Philips. Accuracy and the ability to communicate globally were essential to making sure all parties received and understood the information.
Face to face meetings with key stakeholders (Suppliers, Performance Manager, Network & Telecom, and Philips in country Philips personnel) was always enjoyable as I was able to show my enthusiasm and initiative in person.
Project Leader BT Plc Jan 2007 – Jan 2005
Coordinating project milestones as part of a new gateway rollout for the DWP (Department of Work & Pensions), enabling relocation of all sensitive data to a cloud based solution. This covered the UK and affected approx 60 data/call centres, requiring coordinated downtime, technical support on site and installation of the necessary hardware and software.
Responsible for project reporting and had to submit these externally to the DWP and also present on a quarterly basis.
Ensuring workflows for each team member remained on schedule and to budget, as part of a larger workflow, was imperative so that risks and issues could be identified proactively.
Management of the 3 teams processing orders was an integral part of my role and involved tight supplier management to remain in control of deliverables and avoid possible penalties.
As a qualified internal quality auditor at the time, I was tasked with ensuring the project complied with document retention policies, that filing and sharing of data was in accordance with the agreed structure and ISO9000 requirements were met.
Team Leader BT Plc Jun 2001 – Jan 2005 I was responsible for a small team who processed benefit claimant data, on behalf of DWP, to identify major
fraud.
Education & Qualification
BSc Honours degree, Criminology, Teesside University Sep 1997 – Jul 2000 Foundation Degree, Social Sciences York College Sep 1996 – Jul 1997
Training ITIL ISO90001 Internal Auditor BT Project and Programme Management Methodology (as adapted from PRINCE2)
References
Keith Martin
Global Director, Contact Design Hub, BT Plc | Mob: +44 (0)7710010914 | Office: +44 (0)1670 82391
E: [email protected] | www.bt.com/globalservices
Mike Turner
Head of Commercial Strategy, NHS Business Services Authority | Mob: +44 (0)7769302363 | Office: +44 (0) 191 2790622
E: [email protected] | www.nhsbsa.nhs.uk
