Rossana Cappiello-Dhillon Cappiello

WORK HISTORY

EDUCATION

ABOUT ROSSANA CAPPIELLO-DHILLON CAPPIELLO

A certified Business Relationship Management Professional (BRMP) and ITIL certified Manager with a mission to inspire and promote service excellence. I have over 20 years experience in IT Stakeholder Management, Project Delivery, Service Delivery and Management leading IT transformations in the Healthcare and Banking sectors.In all my roles, I seek to build long lasting relationships with clients and colleagues and support them with in their IT journeys. I have a mission of promoting innovation and continuous improvement. I have a strong commercial approach to developing business processes and problem solving. My strong interpersonal and communication skills together with the ability to fluently converse in multiple languages and my deep knowledge of collaboration and communication technologies give me an advantage in the approach and delivery of IT changes and digital transformations. KEY ACHIEVEMENTS• Successfully introduced a new approach to strategically manage the relationship between IT and stakeholders with positive survey results (85% saw improvements in the maturity of ICT / non ICT relationship.• Designed, implemented over 200 technology services to support the opening of two clinical facilities, a contact centre and one admin office. • Created and agreed the first internal IT Service Level Agreement with the Great Ormond Street Hospital stakeholders and consequently maintained a high level customer satisfaction by meeting the agreed Service Level Agreement.• Improved knowledge base and structured 3rd party Service Desk training on ITSM tool resulting in increase of incidents First Time Resolutions by 40%.• Reduction of Credit Suisse global audio conferencing spend by 50% within 2 years (2010) through supplier contract re-negotiation and leveraging of internal collaboration tools. • Generated circa 7m sterling over six years in several infrastructure and capacity upgrades.• Planned and executed a unique videoconferencing event for GOSH patients connected via video with the astronaut Tim Peake while orbiting earth (see article here).• I planned and led a unique remote live eye patient surgery (via videoconference) between GOSH London and Armenia for a ground-breaking complex remote eye surgery on an infant (see article here).