ANNEKE JANE SANDO
Twickenham
Summary
Detail-oriented professional with a strong foundation in IT service management, holding an ITIL Foundation Certificate. Proficient in MS Office applications and performance reporting, with familiarity in JIRA, Confluence, BMC Remedy, and Symbox. Demonstrates excellent written and verbal communication skills, coupled with a proactive and organised approach to tasks.
Overview
35
35
years of professional experience
8
8
years of post-secondary education
Work history
CHANGE MANAGER
Red Bee Media
01.2017 - Current
- Preparing agendas and chairing time efficient UK and Global CABs. Handling an average of 300 CRs per month with a good track record for low incident count. Following ITIL guidelines to ensure minimal impact and risk to services delivered to customers. Collaboration with stakeholders and clear communication channels.
SERVICE REPORTING & ADMINISTRATION MANAGER
Ericsson Broadcast & Media Services
01.2014 - 01.2017
- Created internal and external performance reports aligned with SLAs and KPIs for UK and global clients.
Managed two direct reports monitoring service penalties and action plans related to risk registers.
Engaged in working group to implement toolset for incident, change, and problem management.
Worked alongside Operations teams to uphold contract obligations while driving improvements.
SERVICE DELIVERY MANAGER
Ericsson Broadcast Services (Formerly Technicolor)
08.2010 - 01.2014
- Ensured fulfilment of SLA requirements, delivering optimal service quality.
Introduced governance meetings to enhance oversight and accountability.
Implemented Change Request process to manage project modifications effectively.
Established KPI reporting to track performance and drive improvements.
TRANSMISSION TEAM LEADER (& SDM above)
Technicolor
08.2010 - 07.2012
- Oversaw NBCU channel portfolio in multi playout suite, performing tasks such as customer reporting, operational enhancements, documentation updates, and skills audits.
CLIENT SERVICES MANAGER
Technicolor
08.2007 - 08.2010
- Led complex 16-channel platform migration, overseeing six new channel launches and rebranding initiatives.
Skillfully managed client expectations via strategic collaboration with third-party suppliers.
Delivered precise daily reports, ensuring clear communication between client and Technicolor.
Motivated service providers to deliver optimal performance through consistent engagement.
TRANSMISSION TEAM LEADER
Technicolor Network Services
01.2006 - 08.2007
- Liaison between TCs, Channel Manager, client, and various departments.
Contributed to successful launch of eight new channels in Technicolor's first multichannel suite.
TRANSMISSION CONTROLLER
Thames Television, Teddington Pearson Television, Stephen Street Corinthian Television, Chiswick Park Technicolor Network Services, Chiswick Park
12.1995 - 12.2005
- Oversaw operations for UK Disney Channels during two relocations and multiple automation system changes.
Maintained high-quality standards through rigorous checks to uphold channel integrity.
MEDIA PLANNER / BUYER
Media Connections Ltd
12.1990 - 12.1995
- Managed client advertising budgets – planning and presenting time sensitive schedules and negotiating on their behalf
Education
9 O-Levels - Maths, English, 3 x languages, Sciences and Humanities
THE LADY ELEANOR HOLLES SCHOOL
09.1981 - 06.1988
3 A-Levels - English Literature, German, Theatre Studies
GUILDFORD TECHNICAL COLLEGE
09.1988 - 06.1989
Skills
- Proficient in MS Office applications and performance reporting
- ITIL Foundation Certificate
- Familiar with JIRA, Confluence, BMC remedy, Symbox
- Articulate with excellent written and verbal communication skills
- Organised and proactive
Affiliations
- Rugby
- Theatre
- Walking and running
References
References available upon request.
Timeline
CHANGE MANAGER
Red Bee Media
01.2017 - Current
SERVICE REPORTING & ADMINISTRATION MANAGER
Ericsson Broadcast & Media Services
01.2014 - 01.2017
SERVICE DELIVERY MANAGER
Ericsson Broadcast Services (Formerly Technicolor)
08.2010 - 01.2014
TRANSMISSION TEAM LEADER (& SDM above)
Technicolor
08.2010 - 07.2012
CLIENT SERVICES MANAGER
Technicolor
08.2007 - 08.2010
TRANSMISSION TEAM LEADER
Technicolor Network Services
01.2006 - 08.2007
TRANSMISSION CONTROLLER
Thames Television, Teddington Pearson Television, Stephen Street Corinthian Television, Chiswick Park Technicolor Network Services, Chiswick Park
12.1995 - 12.2005
MEDIA PLANNER / BUYER
Media Connections Ltd
12.1990 - 12.1995
3 A-Levels - English Literature, German, Theatre Studies
GUILDFORD TECHNICAL COLLEGE
09.1988 - 06.1989
9 O-Levels - Maths, English, 3 x languages, Sciences and Humanities
THE LADY ELEANOR HOLLES SCHOOL
09.1981 - 06.1988