Merissa Brown - Difren't User Researchermore
Delivery, Service, Agile, Manager, Customer, ITIL, SCRUM.
What’s your background?
My background is Service Delivery having transitioned from being a field service engineer on EPOS Solutions, I have worked for some of the biggest IT companies in the world delivering mainly support services including (Oracle, Micros & Fujitsu). I moved to IBM to do Service Delivery within the DWP on the World Class Service and World Class Operations Projects doing Digital Transformation. I have 20+ years of experience in I.T from hardware installation to Software delivery, implementation & Support.
Describe your role at Difrent
My role at Difrent is as a Delivery Manager on the European Exchange of Social Security Information (EESSI) project. This entails me managing the delivery of a new front application that interacts with an existing application across Europe, but gives the UK user an accessibility compliant system. I am managing the BA’s, UX Designer and the Developers using Agile ways of working in a waterfall project, to produce the application, all within challenging timelines. I am also managing the stakeholders from all parties involved. Alongside this I have taken up the role of Customer Strategic Workstream lead, which entails developing a world class customer care framework for Difrent, that will deliver end to end Service Management to our customers.
Who are you outside of Difrent?
I am mainly a family man outside of Difrent and try to spend as much of my free time as possible with my wife and children. Who are only 6 & 7 but already know more than me and my wife!!!! I am a big sports fan and will genuinely watch anything that is called a sport. Rugby is my current favourite and loved watching the world cup. I am also a Manchester United fan so after years of success it’s a hard watch at the minute. I love to travel and go to new places, and like my family seeing the world.
Who would you invite to dinner, dead or alive?
I would invite my younger self and offer little snippets of advice (which I know I wouldn’t take). I think Roy Keane and Mick McCarthy would make for interesting watching in the same room so maybe them.