Hanie Mahmood

Highly motivated SC cleared IT Change and process manager with a proven track record of providing exemplary levels of service. This involves developing and championing Change management policies and process compliance to ISO20000 standards. 
Adept communicator and influencer; liaise between business and technical/non-technical units to achieve on-time and on-spec project completions.
Ability to make complex processes, procedures, and concepts simple.
Skilled at providing clear recommendations to voting attendees.
Credited for achieving key performance indicators (KPI) and performance indicators targets.
Improved change acceptance rate by CAB through collaboration with projects team.

ADVANCED ⎯ Birmingham, England 
IT Problem and Change Management Team Leader July 2022 - Present (Permanent)

• Responsible for managing a dedicated team of Change / Problem Managers, both ensuring, and helping with the delivery of Problem and Change Management services across multiple customers and sites, following IT Service Management best practice and ITIL based framework.
• Constantly review and manage workload across the teams - managing, mentor and coach direct reports, acting as both a point of escalation and facilitator to overcome issues where obstacles arise and encouraging their personal development.
• Working closely with both my own team members as well as business and customer stakeholders to distil best practices and encourage closer cooperation.
• Provide a summary of key achievements and issues each month and support the development of reporting metrics for Key Performance Indicators (KPIs). Everything must drive and report continual service improvement, best practices, and iterative efficiencies.

ADVANCED ⎯ Birmingham, England 
SIAM Senior Change Manager June 2020 – July 2022 (Permanent)

• Work collaboratively with internal, customer and service provider support teams, to ensure change request and reviewed, approved, and implemented successfully.
• Assessing change submissions from Towers & Customer for quality, accuracy, and impact.
• Ensure that change risks have been identified, analysed, and understood and where necessary risk mitigation plans are put in place.
• Issue Change Advisory Board agendas and ensure that all change requests to be reviewed are available to CAB members prior to the meeting.
• Convene and chair Internal and customer CAB and ECAB meetings.
• Ensure a Change Schedule (or Forward Schedule of Change) is up to date and available.
• Approve or reject change requests, after considering CAB members’ feedback.
• Review outstanding change requests awaiting action.
• Monthly Operational Service Reviews with Towers on performance.
• Review completed change requests outcome prior to closure and where appropriate convene post implementation reviews for failed changes.
• Analyse change requests and produce regular and accurate management reports.
• Ensure conformance to the Change Management policy and process.
• Provide support and guidance to users of the Change Management process and system.
• Raise potential improvements with the Change process owner and support the develop Change Management policies and processes.

DEFENCE INFRASTRUCTURE ORGANISATION ⎯ Sutton Coldfield, England 
IT Change and Configuration Manager September 2019 – June 2020 (Contract)

• Managing hardware and software configuration changes, Configuration Control Board (CCB) change requests and other change related activities. 
• Responsible for implementing change management processes and procedures, assessing change management needs, and implementing plans to guide the information technology (IT) organization to a mature change process. 
• Ensure solutions and infrastructure changes are introduced in a controlled, efficient manner. 
• Developing, implementing, and maintaining internal change management policies, procedures and associated training plans
• Plan and coordinate system configuration activities for timely completion.
• Maintain configuration management documentations for reference purposes.
• Able to communicate configuration discrepancies to Management for immediate resolutions.
• Confident in assisting in configuration audits and implementing audit recommendations.
• Able to record configuration status against all environments.

NATO COMMUNICATIONS AND INFORMATION AGENCY (NCI AGENCY) ⎯ Mons, Belgium 
IT Change Manager June 2019 - September 2019 (Contract)

• Table all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issue agenda and circulate all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration.
• Follow up on RFC with multiple stakeholders to ensure complete Release Package is available and all concerns are addressed.
• Update the change log with all progress that occurs, including any actions to correct problems and/or take opportunities to improve service quality.
• When required support with Configuration Management and Release & Deployment Management Activities.
• Assist in development and execution of local release and deployment schedules in accordance with Agency directives, processes, and local procedures.
• Conduct reviews and support Verification Audits against Configuration Management Database and supervise Configuration Control activities and ensure execution in accordance with Agency directives, processes, and local procedures.

SERCO GROUP PLC ⎯ Solihull, England 
IT Change Manager March 2014 - May 2019 (Permanent)

• Accountable and responsible for the execution of the IT Change Management process.
• Ensuring Change Management policy and procedures are adhered to throughout the organisation.
• Working with Asset and Configuration Management, Incident Management and Problem Management teams to align and improve existing processes in accordance with best ITIL practices.
• Support the Major Incident Management function by supporting Major Incident Review activities for Changes resulting in P1/ P2 incidents.
• Assist with internal and external audit programs as necessary.
• Assess Changes to allow for maximum availability while minimizing environmental impact.

BAU activities:
✓ Prepare documentation (including reports, agendas, and minutes) for weekly Change Advisory Board (CAB).
✓ Schedule, administer and chair Change Advisory Boards (CAB).
✓ Ensure changes have appropriate information to enable release. Work with Change requestor to ensure RFC is created correctly.   (• Guide Change Initiators for them to correctly create an RFC).
✓ Review all Change Requests, assessing the priority, risk, and impact of all changes, performing a Quality Assurance role to provide initial approval against set criteria.
✓ Provide the Requester with appropriate information for all rejected changes and manage appeals and re-submissions.
✓ Produce agreed Change Management reports on an agreed regular basis. 
✓ Chair regular and ad-hoc meetings & prepare presentations if required.
✓ Liaise with internal teams and external third parties to ensure a smooth transition for changes into each environment. 
✓ Producing Forward Schedule of Change reports.
✓ Convening and documenting Post Implementation Review (PIR) of changes.

SERCO GROUP PLC ⎯ Bournville, England 
Junior Service Delivery Manager, September 2012 - March 2014 (Secondment)

• Manage the communication with the partner, client and internal.
• Report directly to the customer and internal on project and service status, risk/issues, progress.
• Manage potential scope changes and change control.
• Progress the lifecycle of services and support product/live issues.
• Produce reports and documentation to highlight service incidents.
• Managing OLA’s/SLA's and KPI’s.

SERCO GROUP PLC ⎯ Bournville, England 
Serco PMO Analyst, February 2011 - September 2012 (Secondment)

• Manage and co-ordinate key programme and project deliverables to ensure the delivery of business change projects meet agreed business.
• Establishing governance throughout the project lifecycle.
• Manage the project delivery, quality & communication externally and internally.
• To provide Project Management Standards and Methodology.

SERCO GROUP PLC ⎯ Bournville, England 
2nd Line Senior Service Desk Analyst, October 2008 - February 2011 (Permanent)

• Proposed and rolled-out policies and procedures and administered help desk service level agreements.
• Developed and delivered innovative solutions to resolve escalated shortfalls as well as providing high-level Tier 2 support to internal customers.
• Configured help desk case management and user training systems.
• Identified need for skills improvement and conducted technical training on operating systems and packages to enhance efficiency.
• Generated knowledgebase articles interface for new and existing users.

BIRMINGHAM CITY UNIVERSITY, Birmingham, England
Bachelor of Science (Honours) in Business Management

SOUTH BIRMINGHAM COLLEGE, Birmingham, England
Higher National Diploma (HND) in Business & Management