As Operations Workstream Lead I have acted in a key role on a major change project to create a shared support services function for Northamptonshire County Council. I led the following activities:

1) Analysis of current business support activity to develop a catalogue of support services which the new function would offer, providing a shared understanding between the support service function and its customers (service delivery). This activity required me to work with managers to disaggregate existing roles into composite elements and make a judgement as to which elements fitted into the defined support service scope and which needed to remain with the current service area.

2) Drafting of Service Level Agreements between the support service and its customers, to define the circumstances under which services would or wouldn't be provided; each party's responsibilities with regards to the request for and delivery of support services; and the means by which successful delivery of the service would be measured. This activity required me to develop a set of business rules defining the how the relationship between the support service and its customers would be managed.

3) Development of a Performance Monitoring Framework to support the SLA including a set of performance measures and baseline service delivery standards to which the new support service would work to and build upon. This activity required me to analyse existing business processes and the current timescales required to deliver them, then develop an understanding of how these process could be rationalised and delivered by the support service.

In addition to these main responsibilities I was also involved in the creation of job descriptions for the new service; planning of support staff levels at each existing location and liaising with the Property department to ensure adequate office space was made available; engagement and influencing of senior managers at appropriate stages in the process; and 'selling' the new service at recruitment fairs for affected staff. With these last two activities in particular I was able to prove my verbal communication and influencing skills by reassuring worried staff, and describing the new vision for support services and how it would work in practice to senior managers who had significant and understandable concerns as to how their services would cope with the changes. I was successful in engaging managers in the change process, where previously they had been uncooperative due to their doubts about the new support service.

This role, as with my previous roles, requires me to be clear and concise. I have to be able to make myself to understood by people in all levels of the organisation. In addition I have to ensure I have a thorough understanding of the business - without this I would be unable to do my job effectively.

As a Performance Analyst for Northamptonshire County Council I had responsibility for managing a team of Management Information and Data Quality specialists. The team provides a Performance and Information services to the Adult Social Care department. My day to day responsibilities were:

1) Providing clear and timely analysis of performance and activity information to senior management to inform the decision making process. This involved summarising areas of under and over-performance; monitoring trends and highlighting divergences from trends.

2) Planning and developing the work of the team in line with the operational and strategic direction of Adult Social Care. This included ensuring that one off projects are completed successfully and on time, as well as regular work being completed in an efficient, yet effective manner.

3) Offering professional support, guidance and appropriate training to all team members, to enable them to do their jobs well.

4) Developing the team's use of Business Objects. I have 6 years experience in report building to meet the organisation's management information needs. I also worked on development of new Business Objects universes to resolve existing reporting issues and enable the team to create more efficient management reports.

5) Analysis of business processes to provide relevant input into the development of the service's Oracle database to keep in line with business needs.

6) Maintaining and developing online procedures for end users of the service's database.Additionally, I was required to plan and manage projects involving staff from different parts of the organisation and outside agencies. These projects required sensitivity to the priorities and expectations of other departments and agencies, plus negotiation and compromise to achieve an appropriate outcome for all involved.

In the role of Information Co-ordinator I provided a management information service to the Adult Social Care Commissioning section of Northamptonshire County Council. This involved the following activities:

1) Developing a suite of management information reports to enable more effective commissioning of services.

2) Collating and disseminating information on the capacity of Adult Social Care service providers in the county.

3) Successfully project managing the annual fee increase by providing accurate financial information to managers, informing service providers of the new contracted fees for services, and ensuring a team of inputters update the database in a timely and accurate manner.

4) Involvment in development of new services from a business process point of view, ensuring systems were in place for recording use of these services, and procedures developed for using the systems.In this role I managed a team of 4 people who developed and maintained the Service Register section of the Adult Social Care Database, and provided a Data Quality function for Adult Social Care service user records.

In this role, for Northamptonshire County Council's Library and Information Service spent the majority of my working week one of the enquiry desks in the busy Central Library in Northampton town centre.I was required to deal effectively and efficiently with any enquiry from a member of the public. Enquiries ranged from where to find a certain novel to an indepth reference enquiry.My time spent working in public libraries developed my ability to use my initiative to resolve unexpected problems quickly and effectively.