I am a highly motivated and positive, experienced and decisive individual that has worked effectively within IT Service Management for the last eleven years. I thrive on the ability to deliver objectives; whether leading a team, working as part of a team or executing a role in isolation, I am an effective performer that can deliver the required results and promote motivation and energy. I have extensive management experience and have led individuals and teams to success, whilst maintaining focus on the delivery of high quality services and solutions.

I have a wide array of qualifications and experience in the IT field across all stages of the IT lifecycle, project management, governance, customer service and service continuity. I have effectively tailored and utilised industry methodologies and best practice to create, deliver, embed and manage projects and systems, ensuring they meet requirements and have the appropriate control mechanisms in place. My career success to date has been heavily influenced by my delivery achievements within Defra and Animal and Plant Health Agency (APHA). In support of this I have the ability to quickly build good rapport and develop solid relationships with stakeholders, customers and service providers. This has been done by using my initiative to adapt to individual situations, being clear and precise and ensuring understanding, creating mutual trust and honesty, whilst recognising the need for a more assertive approach where required.

I have been praised for my strong interpersonal and relationship skills, with an ability to pick up new skills quickly. I have utilised these to deliver and embed key strategic drivers and influence negotiations to reach key milestone agreements on challenging and difficult decisions. I have excellent problem solving skills and an eye for attention to detail. These key attributes have enabled me to design and implement new services, identify and address service quality issues and build in assurance, controls and measures to business processes, thereby improving customer satisfaction.

IT Service Management Extensive ITIL experience: Service Delivery, Service Reporting, Define & Monitor SLAs/KPIs/CSFs, Service Reviews, Supplier Management, Decommissioning, Incident Manager, Problem Manager, Change Management, Service Transition, Release Management, Support Models, Service Design Packages, Service Catalogue, Service and Business Continuity, Service Desk design, ITSM tools and Service Operations, Continual Service Improvement

Project Management Prince2 qualified. Business Case Preparation, Project Planning, Risk Management, RACI maps, MoSCoW prioritisation, Lessons Learned.

Staff Management / HR 30 years’ experience in leading and managing teams to success. Motivation development and career progression techniques. Performance reviews and appraisals. Disciplinary and reinstating efficiency. Rewards and recruitment.

Service Manager and Business Continuity Digital, Data and Technology Services (DDTS), Defra February 2016 – present Work duties:

• Implement improvements to the Service Management business continuity plans and supporting documentation following any DR exercise or incident.

• Disease Outbreak Business Engagement Lead with APHA • Design and run service continuity exercises including key stakeholders within Defra and IBM • Manage service owners’ and stakeholders’ needs and expectations; ensuring customer satisfaction is

achieved through IT service availability, optimum performance, efficient supplier management and effective use of communication.

• Provision of APHA business intelligence and application usage into strategic projects e.g. Digital Transformation

• Incident escalations, complaints, approvals and exceptions

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Anne Nash Address: Telephone: E-mail:

CAREER HISTORY

PERSONAL PROFILE

KEY COMPETENCIES AND SKILLS

• Service Management leadership of a 3 month project to complete a full power-down of IBM Data Centre to allow the completion of mandatory electrical testing.

Business Partner for APHA and Head of Worcester Service Management Team (Temporary promotion to Grade 7)Digital, Data and Technology Services (DDTS), DefraMay 2015– January 2016Work duties:

• Line Management of the specialist Worcester Service Management Team • Manage the delivery of a range of IT services to APHA and liaison with their Intelligent Customer Function

(ICF) • Represent APHA requirements and IT strategies at the Service Management Group and the delivery of

services by IBM to APHA • Service Management lead at the Sam Operational Board to contribute to the design and planning of tactical

and maintenance upgrades to the application. Provide and present the Service Management Report to the Board.

• Lead on the communication, planning and liaison between Defra and APHA on Defra/IBM driven projects e.g. CommonStore.

• Input into the Portfolio management on all current, in flight and horizon projects

Service Delivery Manager Information Management and Technology (IMT), Animal Health and Veterinary Laboratories AgencyOctober 2012 – April 2015 Work duties:

• Management of the IT Service Delivery Team including responsibility for service desk, desktop support, and application support

• Responsible for Problem Management and line manager of the Problem Manager. • Provided expert problem management support to difficult, high profile customer issues and ensures root-

cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit

• Ensure the SLA’s are achieved; service quality and client expectations are met or exceeded as well as profitable

• Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed

• Produce management and account performance reports to an agreed schedule or upon request • Attend service review meetings covering performance, service improvements, quality and processes

Service Design and Transition Manager Information Management and Technology (IMT), Animal Health AgencyMarch 2010 – September 2012 Work duties:

• Provided a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used

• Defined and implemented a Service Level Management function and process by creating and maintaining Business and Technical Service Catalogues updating them with new and decommissioned services as necessary.

• Agreed and documented Service Level Agreements by establishing the Animal Health business requirements for service and service levels. Ensuring the service provider could deliver the agreed level of service.

• Supplier Performance Management to assure the service provider’s performance against contracted service levels, identifying any SLA / Contract breaches and areas for service improvement

• Conducted regular service review meetings with the service provider. • Responsible for Change Management and line manager of the Change Manager, providing the escalation

point for Change authorisation and process exceptions • Responsible for Release Management and line manager of the Release Manager, providing the escalation

point for service transition issues and process exceptions. • Ensured and monitored processes to pro-actively protect consistent service quality through rigorous

management of change control and acceptance into service procedures in line with Service Delivery governance guidance

Service Desk Manager Business Development Division (BDD) Animal Health Agency

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April 2007 – December 2009 (Left on promotion) Work duties:

• Lead and responsible for IT incident and service request management processes and ensuring it is subject to continual service improvement

• Liaison with stakeholders and customers and ensure they are aware of and adhere to the processes around incident management and service requests

• IT incident analysis and trending and coordinate with Service Owners issues to be addressed with customers • Managing escalations and issues both internally and with customers and stakeholders • Monitor incidents ensuring that SLAs and KPIs are achieved • Implement and refine processes to ensure an exemplary customer service is provided by the Service Desk • Attendance at the Change Advisory Board (CAB) • Production of reports underpinning service level targets on incident and service requests, Business Reform

Programme Board report for the application Sam, IT (supplier) and ad hoc requests. • Implement and review Management Information capability and produce regular dashboard reports • Contribute towards a co-ordinated approach in the invocation of emergency procedures by the management

of the ISC during an outbreak.

Business Liaison Team Manager Business Development Division, State Veterinary Service (SVS) October 2005 – March 2007

Member of BCS (British Computer Society) 2011 - present ITIL Operation Aftermath Simulation January 2015 ITIL (Expert) Managing Across the Lifecycle June 2014 ITIL (Intermediate) Service Design March 2014 ITIL (Intermediate) Continual Service Improvement November 2013 ITIL (Intermediate) Service Strategy April 2013 ITIL (Intermediate) Release Control & Validation November 2011 ITIL (Intermediate) Service Offerings & Agreements July 2010 ITIL V3.0 Foundation February 2009 PRINCE2 Practitioner October 2010 PRINCE 2 Practitioner reregistration May 2015NVQ Level 3 Customer Service February 2004 Postgraduate Certificate in Management June 20006 O Levels at grades B-C 1978 to 1980

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EDUCATION, ACADEMIC QUALIFICATIONS AND PROFESSIONAL MEMBERSHIPS