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Lorna Owens is a seasoned professional with extensive experience in service management and process improvement across multiple organizations. Currently serving as Senior Service Manager at Post Office Ltd since August 2018, Lorna previously held various roles at Thomson Reuters, including Incident & Problem Management Process Owner, where responsibilities included the effective operation of incident and problem management processes and migrating services to ServiceNow. Lorna also introduced service level management in the data center and infrastructure services organization, defining processes and objectives, and managed multiple service improvement initiatives. Prior experience at Fujitsu included roles such as Global Delivery Assurance Manager, focusing on quality assurance for services delivered to global customers, and Lorna's career began at Reuters Group Plc and the Central Electricity Generating Board. Lorna holds a BSc in Mathematics & Computer Science from Keele University.