Callum Durnford

Project Manager / Business Change Analyst with over 8 years' experience delivering complex operational, digital and regulatory change across multiple workstreams. Proven ability to lead projects end to end, coordinate programme level governance and collaborate with stakeholders at all levels. Experienced in process optimisation, requirements definition, risk management and stakeholder engagement.

Recognised for strong communication, leadership and the ability to manage multiple priorities while delivering high quality outcomes including award-winning digital delivery.

Junior Project Manager / Business Change Analyst - Utilita

(2021-05)

• Part of a team overseeing programmes of work comprising multiple projects aligned to business priorities; chaired weekly workstream update sessions to ensure accurate reporting of progress, risks, and actions.
• Managed two major operational improvement projects — logistics process improvement and job booking & scheduling transformation — delivering significant process and system enhancements that contributed to programme objectives.
• Managed end-to-end change activities with internal and external stakeholders, capturing requirements, maintaining documentation, and proactively resolving cross-departmental conflicts to ensure timely project delivery.
• Served as Project Manager for the My Utilita App, during which the product won the Uswitch Best App Award (2022). Oversaw multiple concurrent initiatives and coordinated business change activities across small, medium, and large-scale workstreams.
• Delivered regulatory system changes including 3DS/SCA to ensure PSD2 compliance, collaborating with internal teams and external partners such as Visa and CyberSource.
• Oversaw the introduction of Payzone as a new over-the-counter top-up retailer; responsibilities included Impact Assessments, requirements definition, weekly reporting, IT collaboration, and UAT facilitation. Received positive feedback from the senior sponsor.
• Initiated and chaired a weekly meeting for Business Change Analysts/Support roles to create a collaborative space for sharing updates and improving team knowledge.

Senior Project Assistant - Utilita

(2019-08 - 2021-05)

• Supported delivery of the Faster Switching programme, working with senior stakeholders, facilitating workshops, and maintaining programme plans to support the transition from a 21-day to 5-day switching window.
• Held operational ownership of My Utilita (pre-2022), gathering requirements, documenting User Stories, coordinating monthly meetings, and supporting continuous improvement activity.
• Led smaller projects independently while contributing to larger cross-functional project teams.

Projects Assistant - Utilita

(2017-11 - 2019-08)

• Supported Major Project Managers with governance, documentation, and ensuring delivery met business requirements.
• Gathered requirements and scoped new change requests with internal and external stakeholders.
• Produced documentation for development and process change, including PDDs for automation projects.
• Captured meeting minutes and communicated updates to stakeholders.

Service & Maintenance Administrator - CSG

(2017-08 - 2017-11)

Customer communication, bookings management, contractor coordination, and report handling.

Engineer Project Administrator - HCE

(2016-05 - 2017-08)

Managed installation projects end-to-end, maintained CRM data, built relationships with high-profile customers, and handled contract renewals.

Clinical Assistant - St Mary's Surgery

(2013-12 - 2016-05)

Managed patient records, handled administrative tasks, and supported legal documentation requirements.

A Levels - Business Studies, Economics, BTEC IT Level 3 - Itchen College (2013 - 2015)

GCSEs - English, Maths, Science - Hamble Community Sports College (2008 - 2013)