Linda Humphrey

Initially working remotely from UK, with plan to move to Australia during Q3 (2023) until Games Time in March 2026 *Developing IT Operating Model with the ability to flex from BAU pre Games operations to multi city and sports venue model for Games Time *Sourcing IT Service Management solution for implementation late 2023

* Headed IT Service Delivery and Support function as the Organising Committee grew from a start up, through to Games Time and finally Dissolution of the business * Managed team that grew to 90 at peak, in Games Headquarters (TOC - Technology Operations Centre) and all competition venues, to support all IT requirements * Managed implementation of ServiceNow for BAU and Games Time operations * Managed suppliers for all elements of IT provision (resourcing, hardware, software) * Delivered technology and remote induction training to 500+ spread globally during the pandemic

*Matured operational relationship with MBNL, including management of multiple service improvement initiatives

*Delivered live operational services for M2M and telecoms customers eg Smart Energy (DCC), MNOs including MBNL & CTIL, with direct customer & supplier stakeholder management *Managed, recruited and developed a team of 12 service managers, supplier managers and customer reporting team

*Owned the operational relationship between Arqiva and DCC, ensuring Arqiva met its contractual requirements *Managed the operational performance of the service

Managing in life services for O2's 450k business customers - services include My O2 Business and Business Essentials

Dramatically evolving our Service Management Service Delivery Models • Built new ‘Cost to Serve’ modelling, to produce budget forecasting & actuals per business service & across all Service Management activities & capabilities. • Drove culture change for reporting across 400+ people • Refined & updated ‘Cost to Deliver’ forecast modelling & progress reporting, to improve forecast costs and reduce project costs by 25%

Responsible for • Demand management & resource planning for Service Transition team (100+) and the wider Service Management team (200+) • CCD (Customer Centred Design) governance authority and expert for Service Management • Devised, created and ran Service Transition Game – ‘Ready for Lift Off ‘ to kick off new organisation for Service Transition and touch points in Service Management, IT & Programmes

Joined O2 Money Programme in preparation for the launch of O2 Wallet • Influenced and drove agreement and delivery of new support model in Service Management • Delivered full E2E service design to support financial services • 1st service & prototype model for all new services in Service Management • Devised, created & ran ‘O2 Money – The Game’, for global team (including 3rd parties) prior to launch of O2 Wallet. To test operational readiness, practice in-life support, major incident recovery, people processes & systems, establish team relationships.

Front door into Service Acceptance team, assigning & managing project demand through to successful delivery • Improved early engagement across team by 90% • Developed & delivered Risk & Quality reporting • Delivered new Service Operations reporting, becoming cornerstone of Service ops view of projects, to counter PMO view

Accountable for E2E delivery of O2’s service to Tesco Mobile, including the network, IT systems and support wrap. I was primary contact point within Technology • Built excellent relationships with all levels within Tesco Mobile up to CEO of Tesco Telecoms • Consulted on Tesco Mobile (Ireland) startup • Worked with Tesco Mobile and Tesco Telecoms to deliver ‘In Building’ network Solutions to 50% Tesco Phone Shops • Successful matrix management with virtual team supporting Tesco Mobile within O2 (primarily Technology, Devices & Customer Services) • Managed process improvements with Tesco Mobile from inception to delivery to improve Tesco Mobile service for their customers, Tesco Mobile customer services and Tesco Mobile’s 3rd parties • Managed Tesco Mobile issues through to resolution (fix the incident, fix the data and RCA to prevent further occurrence), some O2 issues, others involving Tesco Mobile’s 3rd parties

• Providing business critical high availability card payments systems for International client base across EMEA • Account Manager for key clients in UK - including Bank of England & VISA - Europe & Middle East • Doubled forecast sales for assigned client base for the year • Delivery of tactical and strategic solutions to clients in different cultural and political environments

Managed introduction and provision of 24x7 operational support for international clients across EMEA • Developed & implemented a Customer Service Strategy for EMEA from conception, including team management across Europe • Devised, established & developed full processes for best practice client support, based on ITIL principles • Established regular Customer Satisfaction Surveys, response rates 100%, and targeted improvement initiatives throughout the company with proven success (increased CSI scores) • Successful supplier management and procurement of 3rd party software applications for Live Production System operations at all client sites, increasing Nomad’s margins with key partners by 23% • Co-ordinated regular mandated global Card Scheme Compliance Releases (eg VISA, MasterCard, American Express), improved delivery times and quality of releases, increased customer satisfaction • Established technical training division, creating a new commercial service • Organised annual International User Group Conferences

Provided software solutions for Advertising Agencies in the UK and Europe • Full account responsibility (incl sales opportunities, implementation and training) for 40 x £multi-million UK and international clients (incl Saatchi & Saatchi in Prague & Budapest, and Ogilvy & Mather in Istanbul) • Module manager for Media systems, including total rewrite of media systems leading to improved performance and increased new sales • Devised & delivered in-house training program