Jane Duffy
Delivery Manager @BT Group
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WORK HISTORY
Delivery Manager @BT Group
Manchester, GB
Promoted into this pivotal senior level operations management positions where key highlights have included managing commercial relationships with BT’s business partners involving 500 FTE over 2 contracts, overseeing the combined budget worth £7 million, delivering improvement transformations with service partners, providing expertise for commercial and performance governance reviews, being the BT Lead within a complex contract renegotiation, leading a programme implementation that drove NPS to an increase from -5 to +20 for 2018 to 2019, identification of a operation consolidation opportunity to one site which delivered in cost savings, increasing employee engagement by 10% despite uncertainty following a restructure and delivering 3rd party support during BCP situations including 2 major typhoons and a major earthquake.
EDUCATION
The University of Sheffield
BA (Hons) Business Studies
ABOUT JANE DUFFY
Accomplished and results-driven Senior Operations and Contract Manager with over 20 years of experience, specialising in managing multi-million-pound international contracts. Proven ability to lead large-scale operational teams, drive significant cost savings of over £1.2 million through strategic site consolidation and process re-engineering, and enhance customer satisfaction, boosting Customer satisfaction scores from -5 to +20. Expert in commercial relationship management, stakeholder engagement up to Senior Management level, and transforming service delivery in complex, global environments. CORE COMPETENCIES Commercial & Contract Management • Full Contract Lifecycle Management • Commercial Negotiation • Strategic Sourcing & Insourcing Performance & Risk Management • Vendor & Performance Management • SLA & KPI Governance • Risk Assessment & Mitigation Financial & Process Excellence • Budget & Cost Control (£7M+) • Process Re-engineering (6 Sigma) • Stakeholder Engagement KEY CAREER HIGHLIGHTS • Contract Renegotiation & Extension: Led multiple successful contract renegotiations and extensions, including for a £7M offshore operation in 2014 & 2017 and a core UK Managed Service contract in 2025, securing favourable commercial terms and enhancing service scope each time. • Strategic Sourcing & Transition: Directed the successful insourcing of three major supplier contracts, seamlessly managing one transition entirely remotely during the COVID-19 pandemic, mitigating all operational risks. • Cost & Performance Optimisation: Achieved over £1.2 million in audited cost savings through strategic initiatives, including a site consolidation (£200k savings), process re-engineering (£1M savings), and reduction in goodwill spend (£900k savings).
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