Melanie Palmer is a delivery-focused senior programme manager with over 15 years of experience leading teams and managing complex projects and portfolios. She has a proven track record of delivering results on time and within budget across industries including telecommunications, insurance, and membership services. Her experience spans roles such as business analyst, project manager, programme manager, and portfolio manager.

1. Melanie Palmer
29 Kipling Walk, Basingstoke, Hants, RG22 6BN
Mobile: 077 99 848 441
e-mail: melaniepalmer69@gmail.com
Profile
A delivery focused, enthusiastic individual, with a proven track record in leading teams
to achieve results. A strong leader who builds high performing, self -motivated teams.
An experienced professional who operates effective controls which ensure her Portfolio,
Programmes and Projects are delivered in a fast paced, changing environment whilst
meeting time, cost and quality constraints.
Able to demonstrate a depth of knowledge in Change Management including
Governance, Process and Roles. Direct experience in multiple project roles, including
Business Analyst, Business Change management, Test Management and Business
Operations, as well as Project, Portfolio and Programme Management.
Great stakeholder feedback. Demonstrates personal accountability, with an open
communication style which instils confidence. Trusted to deliver.
Career History:
Senior Programme Manager, Vodafone, Information Technology (Jan 2012 – Feb 2016)
Accountable for delivering IT change to enable Vodafone to increase Service Revenue by
delivering new and enhanced Product Propositions and improving Customer Experience and
Regulatory requirements across Digital, Retail and Contact Centres.
 Works with Senior Leaders to understand strategy and goals
 Assesses Business ideas for IT impact
 Contributes to Business Case production, evaluation and approval.
 Works with the Enterprise Architects to define the technology road map
 Defines and executes Portfolio, Programme and Project governance
 Plans, Controls and Reports on Portfolio, Programme and Projects
 Defines, Manages and Reports on the Programme or Portfolio Budget
 Manages Project Managers to ensure successful Project Delivery
 Facilitates discussions between UK Senior Leadership team to agree prioritisation of
constrained resources to support delivery of Projects.
 Management of Project Managers, Business Analysts and IT Apprentices
Senior Portfolio Manager for Vodafone Consumer Mobile
Outstanding Delivery results, delivering £23m of IT change to support Product launches,
Customer Management Improvements and regulatory change 92% to time, within Portfolio
budget, with zero incidents raised following deployment.
Senior Programme Manager for Digital Delivery
Programme managed delivery of new websites to support Servicing and Sales of Vodafone
Mobile Products, complex interfaces of WCP and ATG with Oracle Billing and Siebel
Customer Management applications. Budget £19m pa

2. Melanie Palmer
Senior IT Project Manager, Vodafone, Information Technology (2008 - 2011)
Accountable for IT application development projects through Requirements gathering,
Design, Build, Test and Deployment. Project timescales ranging from 3 to 18 months, with
Project budgets from £250k to £3.9m
Project Management Responsibilities: Governance, Business Case production, Financial
Control, Planning, Management of Risks, Issues, Change, Dependencies and Supplier
Management
Working in a matrix managed organisation with multiple external suppliers (on shore and off
shore teams). Using both Waterfall and Agile methodologies.
Key Achievements:
Vodafone Customer Loyalty Website: Delivered a VIP micro-site to enable customers to
enter competitions and purchase festival tickets, increasing customer satisfaction.
Vodafone launch of the iPhone3 in the UK: Delivered all IT change which enabled record first
day sales of 54k across Retail, Contact Centre and Online channels.
Vodafone Customer Communication Application: Upgraded email communication work flow
tool including improved routing, improving speed to respond to customers.
Senior Project Manager, The AA, Insurance Information Technology (2003 to
2008)
Accountable for delivering Projects from Initiation to Deployment, using PRINCE 2
methodology. Timescales from 30 days to 18 months, with budgets from £50k to £1.5m
Responsible for the production of Business cases, Project Plans, PIDs, Financial Control,
Communication, Dependency Management, Risks, Issues and Change Management .
Managed a team of (permanent and contract) Business Analysts and Project Managers.
Project teams sourced from internal resources and multiple third party suppliers (on and off
shore)
Delivered IT and Business Change for AA Insurance and Breakdown Business:
Key Achievements:
• Call handler home-working – Infrastructure Upgrade and Application Installation
• Insurance Policy Pricing to Net Rates – Legacy Application Development
• Management Information Datastore and Reporting - SAP
• Security software – Desktop Upgrade across £5k users and 7 locations
• Credit Card verification – Application Installation and Infrastructure upgrade
• Re-branding of Insurance policies between businesses – Legacy development
• Managing multiple small application changes across multiple IT Applications

3. Melanie Palmer
Business Analyst, The AA, Information Technology (2001 - 2003)
Responsibilities included production of Business Requirements, Documenting Business
Processes, conducting Impact Assessments, documenting ITT’s and assessing software
solutions.
Business Development Manager, The AA, Business Services (2000 –2001)
Accountable for all Business Change for projects within the. B2B sector.
Responsibilities also included the production of Competitor and Market place Intelligence
and controlling research into Customer Satisfaction and New Product Development, this
contributed towards effective Strategic Planning. Direct line management of a small team of
analysts.
Business Change Manager, The AA, Business Membership (1998 – 2000)
Responsible for all Business Change supporting an IT project delivering a new Application to
administer Motor Manufacturer, Dealer and Company Breakdown Assistance Records.
Responsibilities included Business Process Change, User Acceptance Criteria, Acceptance
Testing and Training.
Membership Administration, The AA, Personal Membership (1990 – 1998)
Various roles within Membership Administration, ranging from Membership Administrator to
Team Manager (with 3 teams and up to 80 staff). Responsible for ensuring all Customer
correspondence and system reports were cleared, meeting strict productivity and quality
targets. Volumes of up to 100,000 items received per week. Job role also included the
recruitment, training and development of teams.
Professional Qualifications:
MSP Practitioner, APM Group, License MSPR/067377 April 2014
Management of Portfolio Practitioner, APM Group, License MOP/002229
PRINCE 2 Practitioner, AXELOS Global Best Practice, License 02878368-01-84TA
ISEB Certificate in Business Analysis, 2002
Personal Interests:
A horse owner who enjoys weekends in the countryside, whatever the weather!