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Stephen Lovell - Associate Change Manager

Stephen Lovell has over 12 years IT industry experience, and has worked for many blue-chip companies including Cisco, Hewlett Packard, O2 and T-Mobile. More recently he has worked for Northern Ireland Water as a Business Process Manager (process improvement and governance), Microsoft as a Program Manager, and as a Project Manager (professional services) for a Microsoft Gold Partner; implementing cloud-based CRM solutions and Customer Portals.

Stephen  is:

  • an ITIL qualified; experienced Business Process Manager, Program and Project Manager;
  • skilled in delivering process change and IT systems from within the business and IT;
  • experienced in SLA/OLA and KPI development and implementation, to ensure end-to-end compliance of company objectives and customer-focused service delivery;
  • highly competent in providing guidance to senior business stakeholders, to enable them to develop, implement and communicate out their strategy;
  • expert in translating strategy into defined and measurable programs of work;
  • governance orientated, with the ability to deliver projects within regulated environments and PMO focussed operations;
  • very experienced in delivering projects, on time, and to budget, using agile and waterfall approaches, in both the public and private sector.

Stephen Public Sector projects include:

Northern Ireland Water

  • Worked with Katalis and the customer services director, to improve customer service complaints process and delivered savings of £400,000.
  • Key stakeholder for the re-development of the Business Operating Model and resultant impact on people and processes.
  • Project Managed the roll-out of a BPM software suite.
  • Provided advice and consultancy on Business Process Governance and methodologies.

Fingal County Council

  • Rollout of mobile CRM system for Water Inspectors.
  • Deployment of Fleet Management Portal, which is a public facing portal that can be used by garages to update fleet service requests contained in CRM, and for Fingal County Council to schedule maintenance for their vehicles.
  • Implementation of Fix Your Street, which is a service provided by South Dublin City Council that allows citizens to report council issues by way of the Fix Your Street website (http://www.fixyourstreet.ie), email (reports@fixyourstreet.ie) or social media (twitter hashtag #fysie).  This is a web portal integrated with CRM.

Scottish Enterprise

  • Analysing the existing legacy systems and data for a greenfield CRM implementation.