Embed Size (px)
DESCRIPTION
Prepared by Winning Impression, the visual CV of accomplished Service Management Professional, Karen Drake.
Citation preview
CV of Karen Drake
Business Transformation
Service Management Consultant
Attributes for success
Leads by example; with confidence, approachability, knowledge, passion and motivation.
Looks objectively at all angles of a situation and makes positive business transforming decisions.
Driven by team success; an influencer who encourages the team to believe that they can.
Maximises even the little things.
Instills confidence, dependability and trust in all.
An effective communicator; an impartial and open listener.
Accomplished in Service Management & Business Transformation
Internet
Broadcast Media
Technology
Specialised Security
Telecommunications
Oil & Gas
Government
ITIL Foundation, Implementation and Service Level Management Practitioner
ISO20000 Consultant
Managed teams to 70 members.
Managed budgets to £7 million.
Service Management
Developed the service management function that supports the online product areas for BBC’s Online Technology Group, this includes iPlayer.
Managed the end-to-end service delivery of ITV’s Digital Content Store.
Reviewed and delivered the future service design for fast growing EMC.
Delivered a multi-phased programme that provided the processes and tools to support continued operational growth and optimised cost of service for BSkyB’s Technology Platforms .
Created and delivered the Service Management and Customer Service function for the BBC’s Internet Operations, transitioning services from BBC Technology to Siemens.
Set up service management and operational teams for several start up companies in the technology industry.
Business Transformation
Created and implemented the BBC’s Tier 1 Event Management process, which ensured the effective delivery and support of products during major events of 2012, including the Diamond Jubilee, Wimbledon, Euros 2012 and the London Olympics.
Designed and delivered a multi-phased business transformation programme that moved BP’s service delivery from onsite to a remote managed service.
Transformed NTT’s business by establishing solid relationships with their customers, performance reporting and regular service reviews, which increased customer retention and extended a crucial contract.
Clients include:
