Tracy Findell Email Address

Head of Technical Services

HGS provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, backoffice services and digital marketing solutions.

PERSONAL SUMMARY A dynamic, proactive and results orientated manager with more than 20 years experience in ITIL service management. Ability to multi-task service delivery alongside staff management accountability. A highly organised, professional and conscientious employee who is known for delivering quality products and making sound decisions in fast paced environments. . A highly effective manager who has been responsible for large remotely based teams supporting a wide geographical area, encouraging innovation and consistency whilst promoting a strong professional work ethic. A proven track record for delivering service improvements, process changes and efficiencies using ITIL & LEAN principles. Experienced at negotiating, adhering and refining SLA’s to ensure business requirements are both agreed and met. Personally developed strategic solutions and reshaped frameworks which have been adopted as national products. Successfully planned service changes through stakeholder engagement, analysis, and participation using collaborative management. Managing the design and implementation of tools to fully validate and prioritize project milestones. Measured business critical successes using key performance indicators to ensure the achievement of strategic goals. Experienced in producing management information reports and checkpoints using agile project management. Carried out effective partner and customer communication strategies including delivering the senior management vision, empowering teams to ensure project deliverables were on target. Delivered changes as the lead in a high profile project that directly resulted in saving thousands of man hours per year to the business.