Rachel Fray
Service Delivery Manager @Merkle Emea
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WORK HISTORY
Service Delivery Manager @Merkle Emea
This role drives cross-team Ways of Working (WoW) and process optimization, coordinating with internal teams and SkyShowtime (my current client) to streamline operations. Responsibilities include onboarding new joiners, managing capacity planning, maintaining documentation, and optimizing tools like Monday.com. I lead on internal and external retros post project completion for continuous learning both on the client and Merkle sides. I also ensures access to key platforms including internal /external SPs and technologies, supports with reconciliation reporting and liaises with Resource Managers to align on resourcing, budgeting and delivery needs.
EDUCATION
University of Hull
Bachelor's degree, American/United States Studies/Civilization
California State University, Fullerton
Bachelor of Arts - BA, Criminal Justice and Corrections
BPP
Level 4 Associate Project Manager
ABOUT RACHEL FRAY
Currently completing a Level 4 Associate Project Management Apprenticeship with BPP. Experienced Service Delivery Manager with a proven track record of delivering quality programs and projects on time and to budget. Operationally focused, I am skilled in matrix management, capacity planning, process design and implementation and issue resolution. Known for inclusive leadership, empathy, and a commitment to ethical practices - building trust across global internal and external teams.Outside of work, I volunteer as a mentor, practice mindfulness, and enjoy staying active at the gym. Having lived, worked, and studied in three countries, I bring a dynamic, positive and open-minded perspective to business and practices.
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