Primary area of responsibility and activities:
• Sprint planning, co-ordination and Scrum master
• Onboarding and integration of business units
• Change benefit realisation and process interoperability
• OLA Dependencies
• Risk Management, collation of risk and managing their lifecycle
• UDM and DevOps integration
Results:
• Subject Matter Expert for Change. Incident and problem management.
• Establishing closer ties between change and configuration
• Leveraging former role in assisting with the design, implementation and guidance of a new de-customised Service Now change module with emphasis on interaction between change and configuration management processes

Primary area of responsibility and activities:
• Create, maintain and improve change, release and configuration strategy and process.
• Provide central coordination via assessing and validation for all for all changes and process.
• Overall responsibility for process, its successful implementation and ensuring tasks are completed with the appropriate authority.
• Chair and drive CAB meetings.
• Escalation point for all change and release activities.
• Ensure full audit trails and documentation are maintained.
• Trains all process roles and the business in Change and Release management process and activities.
• Ensure that Post-Implementation Reviews are performed, documented and communicated to the relevant stakeholders.
Results:
• Subject Matter Expert for ITIL Operations and Transition process.
• Creation of Change and Release policy.
• Maturing of processes.
• Increase in number of changes applied successfully to Office and Vessel locations.
• Introducing efficiencies in quality and schedules of releases and other changes.

Primary area of responsibility and activities:
• Specialised functional, database and server support for seven vessel performance applications collected into one application suite.
• Ultimately responsible for application monitoring and operation.
• Provision of 2nd and 3rd line support for applications for shore and vessel based systems.
• Collaboration with offshored 1st Line support teams.
• Escalation point for all incidents and issues.
• Requirement, release, change, test and knowledge management.
• Communications and training to user, super user and business users.
• Maintenance and development of governance, test, process and other documentation.
• Coordination, facilitation and guidance to all related teams, vessels and user community.
Results:
• Subject Matter Expert for ITIL v3 and Service Now.
• Application support meets their SLA.
• Maturing of user support processes.
• Knowledge documentation redesigned and prepared for adoption by support teams.

Primary area of responsibility and activities:
• Lifecycle support for 4 global freight forwarding and supply chain management applications.
• Ultimately responsible for the availability support, development and management processes.
• 2nd and 3rd line support for applications.
• Management of offshored 1st Line support.
• Escalation point for all incidents and issues.
• Requirement, release, change, test and knowledge management.
• Single Point Of Contact for application business.
• Communications and training to user, super user and business users.
• Maintenance and development of governance, test, process and other documentation.
• Coordination, facilitation and guidance to all related teams and user community.
• Budget responsibility for applications.
• Project management and coordination of Internet Explorer 11 and Office 2013 upgrade to 10.000 users.
Results:
• Application support meets their SLA.
• Minimum of four quarterly releases per application achieved delivering much needed end user functionality.
• One application recoded and re-released to more appropriately meet business requirements and goals.
• Governance documentation redesigned and released to business thereby strengthening the IT-business connection.
• Internet Explorer 11 and Office 2013 upgraded globally on all Damco laptops and PCs for over 10,000 users within the project and deadline and at no extra cost.
• Achieved a reduction in support costs on one application.