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Laura Wood

Laura Wood

Service Design & Transition SME

Technology / Internet

Bentworth, East Hampshire District, Hampshire

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About 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. 

 

Experience

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.

 

Education

ITIL V3 &4

Agile / Waterfall / Prince Project Management

Lean 

BA Hons Business Adminis

 

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