Sandra Heydorn

Accountable for the Service Delivery and the teams. Implementation of Service and Process improvement, team management and development. IT Strategy planning and execution in preparation for company growth.

- Own and drive operational management and successful performance of College wide IT service release and acceptance, problem processes, Service Catalogue and Configuration Management Data Base (CMDB), Change Management, Service Level Management processes - Lead and develop specialist managers and staff to deliver strategies, standards, policies and procedures, integrating technologies, consulting and influencing change, leading change projects and realising their benefits

- Investigation of need, project initiation, business analysis, process analysis, requirements specification, procurement, evaluation & selection, implementation, testing - Analysing processes and developing and implementing new IT systems and business process. - Restructuring of IT Helpdesk - Implementation of major change projects - Implement ITIL Processes (ITIL qualified to Expert Level) - IT Project Manager - Technology Solution Implementation

- Service Management experience gained during process design and optimization of IT service delivery, strengthened by formal training: ITIL V3 Foundation Certificate and Service Strategy & Continual Service Improvement Intermediate Certificates - Analysis of processes and methods of the service desk, their documentation and improvement - ISO9001:2008 Quality Coordinator for UK offices, certified internal auditor: • Preparation of 2 UK offices for an external ISO9001:2008 audit and establishing a succes