1. Miss Siân Williams
EDUCATION/QUALIFICATIONS
IBM UK Ltd - Leading and Influencing in Teams (PELIT), Contract Business Office Fundamentals
Amraf Training PLC, Wickford, Essex - Microsoft Certified Systems Engineer NT 4.0
Westminster College - City & Guilds, Level II, Microcomputer Systems Installation & Maintenance
Thames Valley University - BA Hons Accounting Studies (2 years)
Bridgend College of Technology BTEC General & BTEC National in Business Studies and Finance
PERSONAL SUMMARY
I am highly motivated, enthusiastic, full of energy, tenacious and a flexible team player. Also an excellent
communicator who enjoys working to deadlines. I also have great attention to detail. I welcome
challenge and have excelled within every role I’ve taken on and this is evidenced within my IBM PBC
ratings and external awards.
IBM EMPLOYMENT HISTORY
Global Technology Services World Wide
Global Programme Manager Jan 2013 – Nov 2015
 Reporting to IBM VP.
 Implementing a Standard Operating Model for Contract Management Services for Global
Technology Services World Wide, leading SME’s across Global Teams within Latin America,
Japan, NA, US, NA Canada and Middle East and Africa.
 Leading World Wide strategic initiatives and implementations to support IBM Business
Operations in two areas – Contract Support and Compliance. The objective to improve IBM’s
Globalisation Strategy and to increase IBM’s ability to work with customers in a Globalized way.
 Internal Controls and Testing – World Wide Strategies.
 Member of Global “Think Tank” team – troubleshooting World Wide Risks and Issues.
GTS Business Controls
UKI ITS Risk and Compliance Leader May 2011 – Jan 2013
 Responsible for leading the ITS Risk Management Process and ensuring that the business is
identifying Risk within all area’s.
 Ensuring compliance within ITS to standard process using ARCOM, KPI scorecard, SIP (Service
Improvement Plan), R&I Logs and report monthly to ITS VP, ITS and GTS Executives.
 Identify areas of risk and non-compliance and raise these with ITS Management driving action
owner, action plans and action due date in place to implement improvements.
 Identify areas for improvement and agree actions, action owners and action due dates for
inclusion on the SIP.
 Advise and guide ITS quarterly MSAC status using ARCOM, KPI scorecard, SIP and R&I Logs
for outlook of controls posture.
 Key Member of Audit Team for UK IS BCR and UK BCRS Peer Review’s.
ACHIEVEMENTS
 Wrote and presented UK Business Controls Presentation to Audit Team for UK IS Business
Controls Review
 Implemented SIP which is now a fully documented Audit Tool embedded within ITS Management
System.
 Created ITS SOD Matrix which is Audit Compliant.

2. Miss Siân Williams
 Won IBM Leadership Award May 2011.
Team Leader - UKI Compliance Testing Team July 2008 – April 2011
 Drove monthly/quarterly WW targets and deadlines for allocated tests to be turned around by
Hungary, Ireland and UK testers.
 Involved in Offshore Project of CT to Hungary. Personally trained 2 testers, for 2 weeks in
Hungary and wrote the Work Instructions for each WW KCO/KCFR Control Point..
 Ensured all defects and remediation testing closed out at quarter/year end.
ACHIEVEMENTS
 Consistently hit WW Compliance Testing Monthly and Quarterly Targets.
 Promoted from Band 6 to Band 7 in 2009.
 Volunteered and took on additional workload for WW CoE project on standardisation.
Process Compliance Specialist – UKI Compliance Testing Team Jun 2005 – Jun 2008
 Verified that individual SO/eBHS Accounts and ITS and MTS Contracts were operating in
compliance with IBM policies, processes and procedures through independent and objective
compliance testing and to add value by recommending and agreeing appropriate actions to
resolve any out-of-line situations.
ACHIEVEMENTS
 Creation of ITS and MTS Tools Overview Document for new starters.
IBM UK CONTRACT BUSINESS OFFICE
Business Operations Specialist (for Lloyds TSB) Mar 2004 – Jun 2005
 Creation of IBM Monthly Additional Charges Report and meet with Client SD Manager to agree
and raise invoices accordingly. Successful and timely forecasting of IBM Additional Charges as
agreed by F&P.
 Single point of contact for Client commercial escalations.
 Baseline Reporting which is the basis of the Annual Service Charge.
 Creation of Monthly Client Financial Report which is used by LTSB Senior Management as the
basis for all commercial discussions and forecasting.
 Instigated documentation of current work processes.
 Involved in FRP pilot scheme which resulted in amendments to procedure to provide a more
efficient system which is now auditable.
ACHIEVEMENTS
 Generating revenue through detailed analysis of the IBM Monthly Additional Charges and
recognised problem, which when highlighted to Helpdesk has resulted in an increase of charges
from 4% to 48%, and further improving to date.
EXTENDED LEAVE OF ABSENCE Mar 2003 – Feb 2004
12 month period exploring the world visiting Japan, South East Asia, New Zealand, Fiji and Central
America. During this time, initially for fun, I began buying from 1 country and selling for a profit in another.
This led to me investigating the Import/Export business and setting up my own successful part time
business on return to London.
IBM UK SHARED CONTRACT BUSINESS OFFICE (FARNBOROUGH)
Business Operations Specialist (for SC Johnson) Oct 2002 – Feb 2003
 SACA Coordinator - 1ST of 32 accounts to successfully complete SACA 2003.
 RFS Coordinator and Invoicing for 17 countries
 Coordination and involvement in regular internal management meetings.
ACHIEVEMENTS
 SACA questionnaires required to be used as standard template for other CBO accounts .
 Organisation skills recognised by IBM Core Team.
IBM UK AT CAZENOVE
NT Production Server Team Leader August 2001 – October 2002
 To manage and own 3rd level technical support on NT Server, Laptops and desktops and act as
owner during major outages.
 Adherence to contract ensuring fault calls stay within SLA.
 Implemented monthly backup, restore and co-ordinated cabinet audit of 150 NT Servers.
 Deployment, management and troubleshooting of Macafee/Sophos Anti -virus software to approx.
1500 desktops, over 200 NT Servers and standalone machines.
 Planned and co-ordinated Cluster Server and Firewall Training procedures.

3. Miss Siân Williams
 Owner of Printer Migration project (as part of an ITR).
 Organisation and leading of Team Meetings, liaising to discuss new developments that may change
or increase the service provided to the client .
 Installation, decommissioning and successful Disk Capacity Management of NT Servers.
 Raising, approving and implementing technical Change Requests.
 Responsible for documentation of Server fixes.
 Collation of information and involvement in Power down’s across two sites.
 Writing of Route Cause Analysis documents for preventative maintenance.
ACHIEVEMENTS
 Instigation of Team Meetings which improved performance of Server Team.
3rd Level Support, Systems Management April 2000 – August 2001
 3rd level software/hardware support.
 Control and running of backup and restore procedures for UK and overseas Servers.
 Project Management of Cazenove Print Migration.
 Weekly DAT update of Anti Virus to UK and Oversea’s offices .
 Systems Management Call Coordinator ensuring all calls resolved within allocated SLA’s.
 Install, build and configuration of IIS ver. 4.0 and Print Servers to Cazenove Member Server Base
Build Standard.
 Maintaining a Systems Management Support Solutions Library.
ACHIVEMENTS
 Promotion to NT Production Server Team Leader.
2nd Level Support Dec 1999 – April 2000
 Providing technical support for over 1000 users in full range of MS products and market data
applications.
 Troubleshooting and ensuring calls are resolved in the allocated Service Level Agreements.
 Dealing floor support for PC Market Applications.
 Install, build and configuration of workstations with specific NT builds.
 Work on special projects on dealing floor and maintaining a Desktop Technical Library .
ACHIEVEMENTS
 Upon recommendation from Cazenove Management, I was 1 of 5 employees chosen from ICL
Outsourcing to be offered a position with IBM UK Ltd.
 Promotion to 3rd Level Support, Systems Management.
ICL OUTSOURCING LTD AT CAZENOVE & CO. Sept 1998 – 19 Dec 1999
 Carried out all duties as detailed above in 2nd Level Support IBM UK position.
ACHIEVEMENTS
 Offered a new position within Cazenove by IBM UK Ltd who are the new IT Outsourcing company.
 Appraisal review “Distinguished” and ranked in top 3% of ICL employees at Cazenove & Co.
 Winner of Bronze Award for implementing Desktop Technical Library.
OTHER EMPLOYMENT HISTORY
ICW Power Systems 1996-1998
 PA to the MD and Chairman for an Engineering company that manufactured UPS and switchgear .
 Organised and attended client functions at House of Commons, Arsenal FC, Mark Blundell’s
Formula 1/CART racing events, Ryder Cup 1997 and Intel Exhibition in Milan.
ACHIEVEMENTS
 Successfully instigated proactive marketing campaign.
 Highest ranked employee in yearly appraisal scheme.
Temporary Employment in UK and Australia 1994-1996
WANG (UK) Ltd 1988-1994
 Employed in Customer Operations Group and Field Support Group.
 Telemarketing/Telesales – campaigns included promotion and sale of WANG’s OPEN/image
software, Networking Services, Disaster Recovery Services, Kyocera and HP laser printers.
 Helpdesk providing technical support and answering general enquires to customers .
 Administered a world-wide Problem Tracking and Reporting escalation system for the UK, Sweden
and Ireland.
 Performance, Sales and Trend Analysis for WANG’s product range.

4. Miss Siân Williams
 Implemented the hardware and software library to conform to BS5750.
ACHIEVEMENTS
 Promotion to Customer Operations Group from Field Support Group
 Recognised by WANG world-wide for initiating £80K customer deal.
REFERENCES - Supplied on request
INTERESTS
Travelling and Socialising, Music, Reading, Interior Design, Quiz events (both locally and on television).