Debbie Peaford

Delivery of various service delivery, management and transformation projects within the CIO Team. To include process governance and streamlining core ITIL Service management process. The successful implementation of ServiceNow HR Service Desk to 80k people, across 96 locations.

A great company to work for. I have met some amazing people along the journey. Where else can you go for a site visit, and have an IT meeting accompanied by canine cuddles. Responsible for the design and implementation of a new target operating model. Safe onboarding and transition of new companies into the CVS group.

Accountable for implementation of a new target operating model and transformation Build, Development and Management of a 24x7 Cloud IT Service and Support operation. Service owner for lifecycle ICS payments services ‘lifecycle cheque processing’. Management and development of IT Services, support, customer Relationship Team, BCP and DR function. Focus on providing an excellent service for the banks (Barclays,Lloyds & HSBC) in support of their Customers. Mostly importantly team development.

Accountable for Transformation Programme, consisting of 28 projects within the portfolio; a cost saving, avoidance and efficiency initiative for both DXC and BAE for the delivery of services into BAE’s end customers. Infrastructure and Service Delivery and Improvement Projects ‘simple to complex.

Senior Delivery Manager, accountable for a number of programme’s within the Service Resilience Work stream to include, Capacity and Demand Management, Certificate Management. A focus on Service Design and improvement, incorporating Cyber Defense requirements (NIST framework). Supporting the transformation of banking platform from mainframe to digital platform. IT Service Owner for HSBCNet, responsible for service resilience activities. Helping to deliver change within the Heritage Estate whilst transforming to the Digital World; maintaining business continuity. Strong stakeholder management and delivery focus. A role requiring strong leadership skills, subject matter expertise. A hands on role to assist with delivery.

Accountable for management of the Managed Services Contract between HDS and Nomura for Storage Management Solution. Ensuring delivery of a high quality of service to the customer. Management of a global support team. Maturing the account in support of business change. This includes a review of the service, service redesign, maturing offshore support services of additional centralized services to include a NOC, SOC and TOC. Driving service improvement initiatives for cost efficiency/cost reduction.

A niche role focused on the design and implementation of ITIL processes, the acquisition and deployment of ServiceNow and a change to the existing IT Support Model. Transforming and Transitioning the existing support operation into a successful service management function. The initial focus on deploying, Incident, Problem, Release, Change Management and Self Service. Assisting with the formation of key job roles and providing on-going support where required. Making full use of ServiceNow project management module to manage the deployment of the ServiceNow tool-set. The project delivered on time and within budget.

An Interim Head of Services/IT Consultant accountable for managing, leading and developing a team of Subject Matter Experts and Service Delivery Staff both on/offshore, accountable for delivering a high quality of service and support to HSBC Customers. Deliverables included a Relationship Management Function, a Global Best Practice ITSM Process and Control Framework. In parallel the deployment of the Global ITSM Toolset and removal of obsolete tools. An effective Service Design function and the foundations of a Service Catalogue. Successes 'the formation of a ‘front of house’ function ‘an interface between the business and the support teams’, managing and controlling business demand for change, providing support on processes, tools, training and many other support activities; expanding as the Customer Requirements Grow. An SME/Consultancy acting as Subject Matter Experts on all Service Management related Activities.

As Head of Group IT Service Delivery I was accountable for management of Service Management Professionals, accountable for end to end IT delivery of services in the Nationwide Group Companies. Key accountabilities include team development, strategy and governance. Building a solid support and governance framework that will underpin existing and new business operations within a business focused on delivering a high level of service to their Customers through continuous introduction of new products and their strive to be one of the top retail banking organisations.

As Head of IT Service Delivery, reporting directly to the CIO I was accountable for management of the IT Service Delivery Teams (48 staff), responsible for supporting three core financial businesses. A key member of the Senior Leadership Team accountable for ‘running and changing the bank’. A large programme of work that included the building of a new data centre, a secondary data centre, transitioning of services from local sites, rationalisation and standardisation of hardware and software and formal management of suppliers. In addition, IT Service Strategy and redesign of the support operation in support of the new infrastructure design; aligning the IT support operation in line with business requirements. A challenging assignment; a large programme of work, implemented within a short time frame to quickly develop a structure that met existing business needs and was expandable for a fast growing financial business operation ‘introduction of new financial services businesses’.

IT Service Director, reporting to the local UK CEO and the European CIO, accountable for the turnaround of IT Services and the rebuilding of the IT Resources Department. The development of a Service Excellence for well known ‘marketing, advertising and media brands within the Publicis Brands of over 200 agencies, to include but not limited to ‘Leo Burnett, Saatchi, Zenith, Chemistry, WAM, Mundocom and Blueprint’. A number of major achievements to include but not limited too ‘the forming and shaping of a number of solid and diverse service delivery teams ’70 staff in total’, a solid management support structure, with open communication and effective reporting both in the UK and Europe. The forging of solid business relationships with company CXO’s, aiding business growth through the take on of new services. Assisting with the implementation of new systems and services, IT Security and Governance and in-house training. The integration of new businesses onto, the shared services platform. A complete turn around and focus with visible high productivity across all areas/aspects of IT.

Management of more than 75 production services support staff, supporting back office and front office operations. Accountabilities: ensuring business continuity, staff management and development, compliance activities. In addition re shaping the IT organisation to ensure best fit for business and increased Customer satisfaction, continuing to develop relationships with the Customer and streamlining of services for maximum effectiveness and efficiency.

Delegated accountability to manage, on an operational basis, various service delivery providers to ensure the delivery of optimal services to BP. Ensuring, the successful delivery of services through a various range of activities, ensuring contracted Operational Service Level Agreements and Key Performance Indicators are met or exceeded and there is drive for continuous improvement both in operations and supporting relationship management. Overall ensuring Client satisfaction through continuous improvement in both quality and cost.

I was accountable for management of a high quality IT Service; providing desktop, application, networking and infrastructure support to 1,500 employees within Capital Markets, Private Clients and Life and Health Care Divisions. Focus on the global alignment of IT services, whilst incorporating local restrictions and requirements in particular critical support of real time, market data applications. UK based role with extensive travel to Zurich and the US. Successful in tackling a number of challenges within the Change Programme; adoption of new policies, ensuring business continuity whilst transitioning of services from EMEA to Zurich and the US, mergers and acquisitions and the large number of projects running in parallel.

Full accountability to the business for all IT service operations throughout the EMEA region. Primary focus; Leveraging technical teams & third party resources for management & resolution of service related Incidents and Problems. In conjunction with local and regional IT functions, ensuring Change was effectively controlled and governance and standards were applied in delivery of new projects. A varied Customer base from Sales and Marketing professionals and Traders in Capital Market Section of the business.

Technology Manager responsible for the re-engineering and management of a 24x7 Infrasture and Desktop support operation. Introduction of a high level support service with fully implemented ITIL processes. Responsible for supporting more than 3,000 Lawyers based in a number of locations throughout Europe. Respected throughout the organisation for its effectiveness and efficiency. The main focus on People & Process Management. A strong emphasis on Customer Relationship Management. Managing production issues and being the bearer of bad news. Not an easy task when you are faced with an angry lawyer. Good training for working with Investment Bankers ;-)