denise cunniam

Responsible for planning and delivering a key workstream of a Service Management Transformation Programme for an IT Enterprise Cloud & Integration solutions provider. The key responsibilities included business process re-engineering to move the operation more towards industry defined best-practice & ISO standards, ensuring all stakeholders, internal and external, were fully engaged and supportive of the planned changes to operating procedures and supporting systems.

Responsible for the implementation of a new Enterprise HR & Payroll platform including integrated Payroll, People Management, Web Recruitment, Training Management, Employee Self-Service Portal, Absence Management and Performance Management modules. This included the migration and rationalisation of more than 40 payrolls and managing the people and payroll processes for more than 10,000 employees. The implementation project revisited and revised, where appropriate, the business processes and people in each of the areas impacted by the new technology, to ensure maximum benefit of the investment along with improved employee services and improvements in job satisfaction for those involved by a significant reduction in administration activities allowing more time to be spent on the value-add activities.

Responsible for developing, improving and maintaining the relationship between IT, the Business and their clients. Member of the IT and Business Senior Management Teams focussed on bringing benefits to both sides of the relationship and ensuring alignment between the Technical and Business Strategies. Responsible for reviewing all business change requests and working with IT and the Business to develop the initial business case for medium, significant and major changes / projects. Played a productive role in the selection and procurement of suppliers of mobile technology for use across the business. This was a new role for May Gurney but the business really embraced this strategic role and the benefits it brought to the senior management teams of the business areas that I represented.

* Responsible for a Service Improvement initiative tasked with aligning the IT department, people, process and technology, with the ITIL V3 framework. Introduced a number of core ITIL processes including: * Incident, Problem, Change & Release Management * Design and implementation of a Service Catalogue and a Service-based Service Based charging model. * Redesigned the Project Management process and created a PMO and Governance capability. * Implementation of these processes and the associated governance framework has moved the department from having to manage almost daily P1 Incidents to a recent period of three months without any P1 Incidents. * Responsible for the selection and procurement of a Print Managed Service tasked with reducing the costs across the group by 35% in two years.

Responsible for managing a ‘high-profile’ programme to implement a centralised and Group Shared Services capability covering all of the HR, Financial and IT functions within the business. This included the creation of a Shared Services Call Centre capability with all the associated people, process and technology requirements.

A contract where I was responsible for delivering short deadline projects on time and within budget.

A contract position responsible for the Customer Data element of a substantial SAP programme required to support the acquisition of the warehousing and distribution contract for MG and Land Rover car parts.

Responsible for the design, build and implementation of the ‘unsecured personal loans’ offering available on this e-Commerce platform. One of the earliest financial product comparison sites, we provided customer with an unbiased view of the unsecured loans market and facilitated on-line loan applications with at least 10 of the top U.K. loan providers. Responsible for all aspects of the technical integration with financial partner systems and build of the personal loans element of Virginmoney e-commerce platform.

Responsible for a programme of work tasked with the design and implementation of a ‘follow the sun’ ITSM Capability comprising of 10 projects covering facilities, people, processes and technology. Required creation of a UK HO and implementation of all ITSM systems and processes in capabilities in Houston, Texas and Sydney, Australia. Responsible for a budget in excess of £1.2 million. I successfully delivered against the budget of £1.1million and has responsibility for the full range of activities, site set up, systems selection & procurement, process definitions, systems builds, recruitment and training, transition to full operations and implementation of continual service improvement. Once stable operations had been achieved in the UK I was responsible for implementing 24/7, follow-the-sun support in Houston, Texas and Sydney Australia.

A contract position I was brought in as part of the team for the1998 deregulation programme. I was responsible for working with the other Electricity suppliers and the National Grid on behalf of East Midlands Electricity to design and deliver the interfaces required to accommodate deregulation.

A contract position my role here was to lead the business analysis for an improved warehousing and distribution system and act as assistant to the project manager.

A contract position employed to assist with the design and build of the integration between the cashpoint systems and the branch accounting systems to bring a unified real-time balance to customers which was built and released on target.

My first IT role and a fantastic step into the world of IT in support of the business. Joined as a Systems Analyst and was quickly promoted to Senior Systems Analyst. Everything here was designed, built, tested, implemented and maintained in-house with the core system supporting the core business processes from order taking / telesales, warehousing and distribution through to POS in the various retail outlets.