Major Incident Management Team - Higher apprenticeship - BT Core and NHS Health
(2009-01 - 2012-12)
- Supported BT Core and NHS Health Major Incident Management teams, contributing across the full end to end incident lifecycle.
- Developed strong understanding of Major Incident processes, including SLAs, financial penalties, incident prioritisation, swarming techniques, and reporting.
- I actively supported Major Incident Managers to ensure rapid service restoration and effective stakeholder engagement.
- I progressed to managing own incidents, owning end‑to‑end communications with internal teams and customers.
- Experience gained enabled the successful completion of an apprenticeship.
Change Management Team Analyst / Manager - BT
(2012-11 - 2020-12)
- Transitioned from a three‑year BT apprenticeship into the BT Service Transition Change Management team.
- Validated and progressed RFCs through the ITIL Change Management process across multiple complex and major contracts.
- Provided change support across several change activities using service management toolsets including ServiceNow, Remedy, HP OpenView, and Avanti.
- Chaired Change Advisory Board (CAB) and Post‑Implementation Review (PIR) calls, reporting root cause analysis back to customers.
- Logged, tracked, and drove preventative actions to completion, ensuring governance and risk control.
- Produced daily and weekly KPI reporting to monitor change performance and compliance.
- Progressed from validating standard changes to contributing to change process creation and supporting management activities.
- Played a key role in redesigning a joint customer/supplier Change process as part of the Co‑op Pioneer contract re‑sign (2019).
ITIL Problem Manager - BT
(2020-09 - 2022-08)
- Worked within the Problem Management team, investigating root cause in collaboration with multiple technical support teams.
- Ensured problems were managed through to resolution, capturing lessons learned and preventative measures to reduce repeat incidents.
- Recorded, promoted, and communicated the use of Known Errors for cloud and managed compute customers.
- Engaged with multiple delivery hubs and customers, providing regular stakeholder updates on open Problem Records.
- Maintained the integrity of the Problem Management process, focusing on incident prevention and service stability.
Change and Configuration Manager - BT
(2022-06)
- Supported and helped introduce the Change Enablement process for the Sellafield account, contributing to process adoption and governance.
- Created and successfully delivered ITIL Change process flows and supporting documentation through to Go‑Live.
- Provided Change Enablement support across the NHS24 and SWAN contracts, primarily using Remedy / NGSD to manage change activity.
- Managed day‑to‑day change operations, including: Reporting on new and in‑flight Change Records, Change Record validation against quality and completeness standards, Change mailbox management and stakeholder engagement, Forward Schedule of Change (FSC) and Gantt view creation/preparation.
- Chaired Change Advisory Board (CAB) meetings, weekly customer change calls, and contributed to monthly service reviews.
- Managed all stages of the change lifecycle from initiation to closure, coordinating with offshore teams to ensure visibility, communication, and control of planned and approved changes.
- Proactively managed risk and impact, minimising disruption to end users through effective planning and communication.
- Currently the Change Manager for the SWAN and NHS24 accounts, holding responsibility for Change Enablement delivery for several months.
