Clare Mapes
IT Service Manager Transition & Operations @Post Office Ltd
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WORK HISTORY
IT Service Manager Transition & Operations @Post Office Ltd
London, GB
Accountable for design and build of Support models to support the on-going delivery of the new PostMaster platform • Working with Enterprise teams (Cloud Teams and Service Operations) to provide seamless integrations with teams and a smooth route to live• Embeding SLAs and KPIs across services to accurately measure and reflect on the performance of Service(s) being delivered• Ensuring effective day to day delivery of Platform Operations to the Post Office.• Accountability for assurance of supplier delivery to SLA and achievement of service quality targets• Responsibility for site reliability by ensuring that proactive steps are taken and any issues are mitigated ASAP to provide the best service possible for PostMasters• Reporting on live service performance • Championing Continual Service Improvement by challenging the team and organization to continually improve service delivery, efficiency and effectiveness.
SKILLS
ABOUT CLARE MAPES
A highly motivated, personable and effective senior leader who designs and implements strategic and operational plans to bring about progressive organisational change fit for the future. A cultivator of strong stakeholder relationships, who motivates and develops multi-disciplinary teams and manages vendors and suppliers to not only achieve goals, service level targets and agreed key performance indicators, but strives to exceed expectations wherever possible through the delivery of continuous and iterative service improvements. Accomplished in Service Management, Service Operations and Project Management with an excellent track record in adopting and adapting best practice methodologies to deliver direct and indirect value to consumers, customers and stakeholders in the form of services.Expertise in the delivery of Major Incident, Problem, Change, Service Desk, and Service Improvement Practices with proficiency in Major Project Implementation and Service Transition.Certified in Prince2, LEAN IT, ITIL V3 and ITIL V4.
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