CV
WORK EXPERIENCE
Transition and Transformation Programme Manager
September 2021 – Now
Kyndryl
London, UK
Programme manager on T&T outsourcing accounts. An outsourcing contract typically consists of three phases of service delivery: Transition, Transformation and Steady State. The transition phase covers the service take-over activities, followed by the transformation phase where projects are undertaken to enhance the technical and business environment to the agreed level before moving into Steady State. I lead both Transition and Transformation projects, mainly in the Service Management space.
Transition and Transformation Programme Manager
July 2017-August 2021
IBM
London
Project and programme manager on T&T outsourcing accounts. An outsourcing contract typically consists of three phases of service delivery: Transition, Transformation and Steady State. The transition phase covers the service take-over activities, followed by the transformation phase where projects are undertaken to enhance the technical and business environment to the agreed level before moving into Steady State.
I led both Transition and Transformation projects, mainly in the Service Management space.
Led Account Management Transition and Transformation for a UK-based bank, overseeing all Service Management projects (processes, reporting, SLAs, DPE Management System, etc.) as well as directly managing several projects.
Delivering process implementation for the Vodafone/IBM joint venture to ensure the adoption of standardized processes across all Service Management areas.
Delivering Tooling Optimization as part of a large T&T Programme for an electricity distribution network operator customer.
Infrastructure Services Transition Manager for a Global B2B events organizer.
Covered a solution gap in the Infrastructure project to achieve Go Live, coordinating the transfer of client infrastructure services teams in both the UK and US to IBM and another supplier. This included managing the IBM offshore team to produce the key documentation, artifacts, KT, and ensure all issues were resolved prior to Go Live.
Supported the T&T Programme and enabled BAU handover. This included defect management for previous Go-Live waves, managing support teams to enable deployment, and liaising with the middleware team, alongside project closure activities.
Part of the T&T Service Management team in a large T&T programme for a global telecoms customer. As part of this programme I led defect management and the upgrade of the Incident and Problem Management modules.
T&T Agile Coach
January 2020-August 2020
IBM
London
As part of IBM’s focus on Agile delivery, I developed and refined the agile training materials for the Service Management Squad, and created a demo board showing a mock-programme that has received very positive feedback for its ability to ground the theory in clear, practical terms.
Alongside Danielle Rusyn, I delivered this workshop to over 80 people across multiple geographies through a number of small workshops, designed to enable participation and practical application of the concepts taught.
Graduate Business Specialist - Global Technology Services
March 2015-July 2017
IBM
London
GTS Strategic Outsourcing Graduate Scheme, which involves four rotations over the course of two years.
Part of the T&T Service Management team in a large T&T programme for a global telecoms customer as the Defect manager, owning our 3rd party relationship, and acting as the Incident and Problem PM to support customer business transformation.
Worked with the T&T Service Management team as part of a large T&T programme for a global telecoms customer, providing coordination and assistance for the delivery of 5 projects to support customer business transformation. Key contributions:
- Supported the delivery of a key Service Management milestone with the roll-out of a system upgrade. Volunteered to work shifts on an extremely intense application deployment over a four day period (including a weekend). As part of this I also co-authored the lessons-learned documentation.
- Owned Change Management for the team, creating and driving Requests for Change. I also provided education on the client’s Change Management system and process to the extended team, using a three-hour step-by step training I created.
- Set up the process to ensure proper Change Management was followed by the different Service Management projects and all Project Change Requests were followed up and managed, with outcomes properly communicated to the customer.
Worked with the Client, Solutioners, Pricing, Commercial and Project Managers in order manage client requests from conception to delivery, supporting the Request For Service (RFS) process end to end. Key contributions:
- Developed and delivered a Client Education session on our Service Catalogue tool, in order to improve client satisfaction, ease timely project delivery and increase efficiency by eliminating the need for repeat reviews. This session resulted in a sharp decrease in erroneous requests and received positive feedback from internal and external clients.
- Created and populated a knowledge repository for the RFS team in order to minimize expertise loss with changing resources. This helped bring new members up to speed quickly and efficiently in order to minimize the impact on the client, maintain team efficiency and the quality of work.
- Ensured skills transfer within the whole team to ensure flexible use of resources.
- Suggested and implemented improvements to the process in order to streamline it and ensure audit readiness.
Provided support through management and improvement of processes, meetings and reporting activities that support and underpin the programme on a large business critical account. Primarily centered on ad-hoc assignments and organizing and supporting critical client workshops and meetings. Key contributions:
Improved the Infrastructure Design and Build Management System, drastically reducing the time spent on reporting (freeing up resources for more complex tasks) and creating a standardized approach to data definition and collection that has eliminated inconsistent and contradictory data reporting, thus facilitating client conversations.
Created a cohesive view of the Management System, clarifying and simplifying it. This proved useful in understanding and improving the existing processes, mapping governance, and on boarding new people to the account.
Shared expertise by developing a number of guides as well as assisting in the on-boarding of three new team members.
Marketing Trainee
October 2013-April 2014
KaVo Dental
Madrid, Spain
Collaborated as key user in CRM implementation (Microsoft Dynamics) and elaborated a guide for sales reps to ffacilitate CRM use. Other relevant duties:
Edited and created Web Content
Translated specialized texts and marketing materials from English to Spanish
Social media management and newsletter redaction
Human Resources Intern
October 2012-July 2013
Universidad Antonio de Nebrija
Madrid, Spain
Repositioned and managed the INCP’s (Nebrija Institute of Professional Competencies) Online Presence Program, including the creation of web content. Other duties:
Recruitment (primarily: identifying candidate sources, CV screening, phone interviews)
Elaborated reports and programs for formative actions, as well as reports for Tripartita
Marketing Intern (Multilevel Marketing, ACN)
May 2012-July 2012
Ron Bee and Associates
San Diego, USA
Proposed and facilitated ACN’s presence at orientation events organized by the International Student Center (SDSU), which resulted in a source of new clients. Other duties:
Researched and contacted potential clients
Participated in client and recruitment meetings
Conducted market research of international students in the San Diego area
Marketing Intern (Student Assistant)
March 2012-May 2012
International Student Center – San Diego State University
San Diego, USA
Participated in the development of the International Student Association’s Budget and defended its increase before the Student Council, resulting in its approval. Other duties:
Created marketing materials for the International Student Center
Community manager for the International Student Center and the International Student Association
Coordinated and facilitated events and gatherings
Personal Branding
IBM Career Corner
Jan 2019 – Sep 2021
IBM
London
The Career Corner is a giveback initiative I created in 2019 focused on providing career advice, articles, workshops and tips on achieving success within IBM and beyond. This let me bring my passion for helping others develop and my Personal Branding expertise to the wider IBM community.
Within the Career Corner I organized and collaborated with several events; some key ones highlighted below:
Building Your Personal Brand: On the 13th March 2020 I led a “Building Your Personal Brand” session as part of the IBM Careers Academy, where I was able to share what personal branding is with over 90 young professionals, teaching them how to identify, develop and communicate their personal brands, and helping them do this through practical exercises.
Online Personal Branding Workshop: created and delivered a session on Online Personal Branding for the Foundation Females Christmas Workshop, finishing with 1-2-1 LinkedIn Reviews to help attendees apply what they had learned. Trained Early Professional Managers in my personal LinkedIn review system.
LinkedIn 1-2-1 Reviews: In 2019 I was able to provide over 30 one-to-one individual profile review sessions. Due to the popularity of the 2019 series, in 2021 I launched a second series where I expanded capacity by training members of the IBM CareerCorner community in my personal LinkedIn review system; jointly we provided over 50 reviews to IBMers all over the world to excellent feedback. To maximize the impact of this series, we kicked off with a lecture by Grace Jansen and capped off with a 90 minute open Q&A session.
Lecture
11 Dec 2014
Universidad de la Rioja
Logrono, Spain
Personal Branding: a winning job-search strategy
On 11 December 2014 I gave my first lecture on Personal Branding as a job-search (and career) strategy, at the University of La Rioja.
It was an enriching experience I look forward to repeating.
You can vie the presentation I used in the lecture here.
Dissertation (Advertising Degree)
Oct 2014
Universidad Antonio de Nebrija
Madrid, Spain
Final Project/Dissertation: Personal Branding for Career Advancement, a step-by-step guide for achieving success in the workplace.
This project (which I’m now turning into a book) sought to address professionals in the workplace, an underrepresented group in personal branding literature, by elaborating a guide that provides clear, step-by-step instructions for personal branding within an organization, with more than 50 exercises to help any professional build their brand.
Education
2009-2013
Bachelor in Business Management and Administration
With honors in Development of Professional Skills (III)
Clubs: Nebrija Entrepreneurship Club
Universidad Antonio de Nebrija
Madrid, Spain
2011-2012
Study Abroad: International Business
Clubs: International Student Association, Circle K
San Diego State University
San Diego, CA
2009-2014
Bachelor in Advertising
- With honors in Strategic Communication Planning
Universidad Antonio de Nebrija
Madrid, Spain
Leadership & Community Service
Service Management Project Management Guild Co-Lead
March 2020 – Now
IBM, Kyndryl
London
I’ve been co-leading the T&T agile sub-guild for Service Management Project Management since 2020, helping organize events, supporting the community via the slack channel, creating and deploying an intellectual capital management system, and managing the existing website, among other things.
This guild is focused on managing delivery of Service Management T&T projects; the objective is to provide a forum for sharing and promoting knowledge and experience, together with mechanisms and a centralised repository for creating, evolving and making available a set of ‘best practice’ materials, designed to facilitate the effective and efficient delivery of Service Management T&T projects.
Mentor
Aug 2017 – Now
IBM, Kyndryl
London
I’ve been mentoring both young professionals and new Project Managers to help them in their development at IBM and beyond since 2017.
As part of this I work with them to develop improvement strategies, suggest training programs, and offer advice and guidance. I have also created exercises to help some of my mentees improve soft skills areas, such as public speaking, assertive communication and organization.
Mentoring is an extremely rewarding way to give back, and I’m proud to have become an IBM-recognized mentor in 2019 through the IBM Mentor Badge.
Intercultural Ambassador Program
Feb 2012 – May 2012
International Studies Teacher Education Project (ISTEP) and International Student Centre, San Diego State University
San Diego, USA
As an Intercultural Ambassador, I visited San Diego public schools to help young children gain a deeper understanding of intercultural issues and relations. ISTEP provided training in public speaking, intercultural communication and leadership development.
The programme:
“[…] the Intercultural Ambassadors are carefully selected and trained during the fall semester to make a series of visits to K-12 classrooms during the spring semester. The Ambassadors share their cultures and languages through personal stories, literature, geography, visuals and artifacts, and other interactive activities, planning ahead with their assigned teachers […].”
President of the International Student Association
2011-2012
San Diego State University
San Diego, USA
As acting president of the president of the International Student Association (ISA) I was in charge of planning and promoting workshops, events and meetings for more than 1.000 students, with weekly events of more than 100 participants. I also presented the association to students and other organizations, contacted professionals that supported the organization, and lead an executive board of 12 members from different countries.
One of the main events we introduced and organized in 2012 was the now annual International Spring Prom, for which we managed to double the expected budget in order to bring an American tradition to internationals students.
Club de Emprendedores Nebrija (Nebrija Entrepreneur Club)
2009- 2013
Universidad Antonio de Nebrija
Madrid, Spain
Every year the Nebrija Entrepreneur Club organizes the Enterprising Youth Award (Premio Jóvenes Emprendedores) with the aid of its members; we tutor business projects, evaluate them, assist in the selection of the finalists and the organization of the grand final that takes place in Madrid. We also participate in talks, lectures and meetings throughout the year on entrepreneurship, crisis management and corporate social responsibility.
Circle K International
2011-2012
San Diego State University
San Diego, USA
As a member of Circle K International, I participated in the weekly feeding the homeless initiative, beach cleaning efforts, and volunteered at a local retirement home.
Circle K International:
“Kiwanis-affiliated organization of college and university students which promotes community service, leadership development, and fellowship and counts over 13,000 members worldwide. “
SKILLS
Certifications:
- PRINCE2® Practitioner
- Mentor (IBM Badge)
- BCS Foundation Certificate in Agile
- Advisory Project Manager (IBM Badge)
- ITIL® Foundation certificate in IT Service Management v4
- IBM Design Thinking Practitioner
- Blue Core Coach (IBM Badge)
- Advisory Transition & Transformation Practitioner (IBM Badge)
- IBM Recognized Speaker/ Presenter (IBM Badge)
Languages:
- English (bilingual - Certificate of Proficiency in English)
- Spanish (native)
- French (basic)
My Philosophy
"Be the best you can be, learn all you can learn, do all you can do; life's too short for anything else."
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