I am currently seeking employment is either incident management or business support

1. Michelle Berman - Senior Project Manager / Senior Change Manager / Transformation Manager / Programme Manager
Janice Clancy
17 Wynford Way Mottingham London SE9 3EJ
07959496419 / 020 35323573 | jcy2306@gmail.com
Profile
 An ITIL certified, innovative, enthusiastic, customer focussed professional, respected for results and
stakeholder management.
 Over twenty-six years experience in Sainsbury’s head office including service delivery management,
customer service support, incident and problem management, team leadership, data analysis and
reporting, facilitation and networking, training and process documentation writing.
 Enjoys working in a fast paced environment. Thrives on challenges and motivating teams to support
resolutions to problems.
 Always ensures knowledge and procedures are captured, documented and communicated.
 Extensive experience in customer/user support, demonstrating the ability to communicate to all levels and
an understanding of their requirements.
 Experienced in the change management process and believes in the benefits of this essential practice in
order to ensure system stability.
 Experience of ITSM Remedy logging systems and knowledge of service desk procedures.
 Excellent analytical and communication skills, and attention to detail.
 Takes a proactive approach to continuous improvement on a daily basis.
 Enjoys networking and collaborating with internal and external stakeholders, business areas closely
worked with include Finance, Trading, IT, Retail, Supply Chain and IT.
Career History
Sainsbury’s 1990 – January 2016
Major Incident Manager Feb 2014 – January 2016
Responsible for facilitating major incidents through to resolution, within set timescales; to keep both IT and
business colleagues informed of progress to resolution; to complete a post incident review and produce the
relevant documentation and follow up of agreed actions.
 Manage high priority issues, with subsequent follow up reviews and reports
 Have significant involvement in the management of Security and Business Continuity
incidents.
 Collating service reports and trend analysis to ensure continuous improvement
 Chairing weekly service review meetings with senior management
 Represent the Major Incident Management team when key projects are being implemented
 Conversant in the ITSM Remedy tool
 Creating reports for key performance measures
Business Intelligence Support Manager July 2004 – Feb 2014:
Successfully managed a team of four supporting 2000 plus users of a data warehouse. Planning and coordinating
business changes, liaising with IT and the business to ensure accurate and timely communications were issued
when there were unplanned outages of the warehouse. Two members of the team were SAS analysts providing
users support, data guides, training and data extracts via requests from the business. I was actively involved in
three replatforming projects. This involved proactively working through high level planning, business impacts and
managing 3rd party vendors. Making business decisions and working with the project team to identify risks and
pulling the right people together to mitigate the risks without impacting the deadline of the project.
April 1990 - July 2004 – Sainsburys Supermarket Ltd
Communication/Training Manager
Worked as the Communication and Training lead in the team delivering a £40M plus project to implement an
enterprise data warehouse across the company. The largest data warehouse in Europe storing commercial data
for reporting and analysis. This involved managing a culture change for the company, moving divisional silo driven
processes to become cross functional.
I created the training needs analysis and communications plan for delivering a new system throughout the
business. Ensuring there was a consistent and effective approach for all areas. Delivering presentations to various
audiences to gain acceptance and internalisation of this new capability and to facilitate benefit delivery.
Ensuring the training was delivered and the relevant behaviours developed to the right people at the right time,
ensuring alignment with corporate strategy and divisional goals.

2. Michelle Berman - Senior Project Manager / Senior Change Manager / Transformation Manager / Programme Manager
Communication Manager
Reporting directly to the Finance Operations Director, I was responsible for the successful achievement of
Investors In People status for the Sainsburys Finance Division. Specifics were business planning, effective team
meetings, engaging colleagues in the company and finance division vision, performance management training and
the need for effective communications.
Accounts Analyst
I have held various roles within the Finance Division, gaining extensive knowledge in budgeting and forecasting
and experience in analysing data for commentary in Director’s financial accounts packs. I gained experience in
training finance to non-financially aware colleagues and had the opportunity to gain management skills.
1976 to 1990 - Inner London Education Authority (ILEA)
In the 14 years I worked for ILEA I held various positions. I started as a Bonus Clerk and was promoted to the
Office Supervisor managing 8 clerks. The last position I held was a Project Monitoring & IT Services Support
Officer. In this role I was responsible for the presentation of information and data relating to building projects, this
enabled effective and regular monitoring of costs. I also provided user support on the maintenance and
development of computer systems and I adapted computer programmes to meet specific needs.
Professional Development –
ITIL Foundation V3
BCS Specialist Certificate in Service Desk and Incident Management
City & Guilds Level 2 in Customer Services
A number of soft skills have also been attained
Education and Qualifications – 2 GCE O’Levels in English, 6 CSE’s grade 2’s