Helen Saunders
@helensaunders
I lead IT service delivery, releases, and operational governance across complex energy and charity environments.
United KingdomWhat I'm looking for
At Drax, I managed service relationships across business stakeholders, software engineering, and IT operations, leading escalations, major incident communications, service reviews, and commercial oversight.
I reduced RingCentral-related ad hoc incidents by 25% by creating self-service user guides, saving around 500 support minutes each month. I also managed £5m in budget authority, software contract renewals, and investment cases for service improvements.
Previously at Oxfam GB, I coordinated service transitions, global change governance, and the Salesforce CRM launch for around 100 users. I'm now seeking a challenging role where I can bring strategic alignment, continuous improvement, and inclusive team culture to a forward-thinking organisation.
Experience
Work history, roles, and key accomplishments
Managed relationships between business stakeholders, software engineering, and IT operations, acting as the primary point of contact for service escalations. Conducted quarterly service reviews with senior managers, achieved a 25% reduction in ad hoc incidents, and managed software contract renewals and a £5m operational budget.
Assumed responsibility for seven release platforms and implemented process improvements across the software development lifecycle. Represented technical developers in major incident meetings and balanced delivery timelines with operational risk assessments.
Acted as the primary Subject Matter Expert for release management, coordinating activities across multiple teams to ensure reliable delivery of software updates. Evaluated delivery timelines against operational risks and coordinated cross-functional teams for successful releases.
Oversaw the introduction of new technologies into live operational service, ensuring support teams were equipped and documented. Managed transitions of major projects including a Salesforce CRM launch and facilitated the monthly Problem Review Board.
Provided first-line support for the entire Great Britain network, delivering customer-focused operational support to retail shops with hardware and software issues.
Education
Degrees, certifications, and relevant coursework
ITIL
ITIL Foundation v4, Information Technology Infrastructure Library
2025 - 2025
ITIL Foundation v4 certification obtained in 2025.
ITIL
ITIL Intermediate Service Transition v3, Information Technology Infrastructure Library
2016 - 2016
ITIL Intermediate Service Transition v3 certification obtained in 2016.
ITIL
ITIL Foundation v3, Information Technology Infrastructure Library
2011 - 2011
ITIL Foundation v3 certification obtained in 2011.
ITIL
ITIL Foundation v2, Information Technology Infrastructure Library
2007 - 2007
ITIL Foundation v2 certification obtained in 2007.
Oxford Brookes University
BSc (Hons), Computing and Intelligent Systems
BSc (Hons) Computing and Intelligent Systems from Oxford Brookes University, completed in 2004.
Abingdon College
BTEC National Diploma, Information Systems
BTEC National Diploma in Information Systems from Abingdon College, completed in 2000.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Skills
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