Laura Wood

Highly experienced Service Management Consultant (working as a contractor), with over fifteen years of consulting experience in all aspects of service management with a special interest in Service Design & Transition.

Excellent communicator and skilled at stakeholder management.

Highly experienced Principal ITSM Consultant with over fifteen years consulting in Service Management.

• Service Design & Transition Lead (Contractor)
  • Identification, capture and validation of non-functional requirements (from Operations and Security stakeholders)
  • Close collaboration with stakeholders to define, document and approve the service design solution.
  • Creation of Service Impact Analysis from both project and service teams perspectives
  • Contractual requirements / changes identified and negotiated with supplierss
  • Facilitation of service walk-through workshops to review proposed design models and transition approaches.
  • Attendance at governance boards (CAB/ Transition Board)
  • Support of associated business change activities
  • On-boarding of new supplier contracts to Whitbread support model
  • Service onboarding with third party suppliers
  • Transfer of Opex budgets to service owner and finance team
  • SME for transition Early Life Support (service testing, ELS plan, ELS checkpoints) 
• Cloud Governance SME (Contractor)
  • Definition and design of Cloud Operating Model
  • Definition, design and implementation of Cloud Governance Framework
  • Design, development and documentation of service support processes and models
  • Defined change management activities required to support implementation of COM into Energia’s wider Business and Operating models.
  • Change Management activities to ready the business for the impact of working in a cloud environment
  • Working across complex, multi-vendor support teams in the design and service transition readiness activities
  • Design and management of service readiness activities (knowledge transfer, service acceptance testing, operational readiness activities)
  • Design of service level agreements and KPIs of reporting requirements
• Head of Service Integration & Operational Excellence
  • SME for Service Integration & Operational Excellence (SIOE)
  • Consulting to deliver assess, plan, design and deliver SIOE methodologies to articulate what is required to deliver, operate and manage service integration and operational excellence processes.
  • Defined and implemented ITIL process maturity assessment to understand client’s current levels of maturity, identify gaps and form plans to remediate the gaps
  • Management and delivery of ITIL Service Improvement engagements
  • Development of practice strategy and service offerings to reflect and support Modern Service Management in cloud environments
  • Provide support to account and sector leads to identify opportunities for the SIOE Practice
  • Provide thought leadership on how to evolve and maintain relevance of the practice in the market place
• Principal Consultant Service Integration & Management
  • Strategy definition
  • High-level operating model identification and definition for both IT and the business organisation.
  • Alignment of stakeholder requirements to high-level operating model design
  • Identification of technical options and requirements essential for the success of the digital transformation.
  • Advise on platform-based strategy, API & Cloud strategy (including business case and benefits modelling)
  • Design and implementation of cloud governance frameworks
  • Definition and design of cloud service management and framework design
  • Transformation and transition planning activities for ITSM processes
  • Establishment of Cloud Centre of Excellence (CcoE)
  • Coaching on Smart Service Management in the cloud age.
  • ITIL process review, design and implementation (with focus on Service Operation processes) as part of a number of service improvement programmes.

ITIL V3 &4

Agile / Waterfall / Prince Project Management

Lean

BA Hons Business Adminis