Most of my career has been in customer service roles of one type or another; with over 25 years in IT Service Management from project management, system implementation, service quality development and improvement, software development and testing, to managing IT Service Desks and business process management.
I am a qualified ITIL® expert holding manager's certificates in both version 2 and version 3. I also have the PRINCE2® practitioner qualification, am a qualified ISO9001 internal auditor, and experienced in other IT service quality frameworks such as CObIT.
My roles have largely been with commercial organisations, generally IT software houses with UK and European client bases; I spent several years with Sage (UK) and a couple of years at Durham University.
My role at Newcastle University is 'Service Process Manager' in the ISS department, a role which utilises my skills and experience very well; I manage three teams, the IT Service Desk and the Cluster Room Support team, both of which are first-line service delivery teams, and the Service Process team which is a back-office team dedicated to helping us become more efficient and service oriented in how we work in ISS.
I love listening to all types of music, and cooking for my family and friends. My husband and I enjoy motorcylce touring, and have made several trips around Europe, with always another one in the planning stage.