Speaker Biograghy: Jayne joined the Gatwick IT team in January 2013 to revolutionise IT customer service. Her work history includes OCS, Unilever and Crane Telecom. Jayne's enthusiasm, drive and focus on people made her the ideal choice to create an environment where people say "Gatwick IT is fantastic".


Day 2 - 26 March
Session: Technology, Systems Integration, IT & ICT

17:10 - 17:35 - Making Gatwick IT fantastic every day
Synopsis: Imagine an IT team who know you, understand and share your challenges and know how you want to work. That’s exactly what we did when we created the on-site Gatwick IT Operations Centre. Our customers had grown tired of poor service and lack of understanding of their needs. We changed that by doing something different. We in-sourced and have reaped the benefits from day one. We still use a blended approach to deliver IT services with our partners, but we are now the pilots. We have turned the dial from negative to positive NPS in just three months.

Audience will learn:

• How using a lean ITIL model to structure the team keeps costs down and agility high
• Attitude and ability are key in recruitment, along with clear development opportunities to maintain commitment
• Tracking progress and encouraging regular feedback drives results
• How early engagement in projects smooths change management and service transition
• Delivering great tools that are easy to use improves efficiency with access liberated by using a cloud service