Role Summary:As the Head of Technology & Design, I am responsible for driving a deep transformation in the organisation's operating model, enabling our services to become truly person-centered and digitally enabled. I lead our digital, ICT, and service design teams, providing capabilities that enabled whole service change, business process improvement, and digital transformation across our services.Key Responsibilities:Developed and implemented the organisation's technology roadmap, ensuring alignment with the corporate strategy.Led the modernisation of technology infrastructure, including cloud migration, network refresh and Gigabit rollout.Manage cybersecurity, disaster recovery, and business continuity planning, ensuring the organisation's resilience and protection against threats.Built and developed a service design practice, fostering a culture of continuous improvement and innovation.Lead the development of digital services, leveraging low-code platforms and emerging technologies.Manage technology platforms, infrastructure, and architecture.Provide responsive and high-quality helpdesk services.Ensure compliance with cybersecurity and data privacy regulations as the GDPR lead for Digital.Led and developed a high-performing team of technology and design professionals.AchievementsSuccessfully transformed the organisation's operating model to a more digital and data-driven approach.Implemented innovative digital solutions that improved efficiency, reduced costs, and enhanced customer experience.Led the migration of critical systems to the cloud, improving scalability and security.Strengthened the organisation's cybersecurity posture through proactive measures and risk management.Built a strong service design practice that enabled continuous improvement and user-centered design.Developed and implemented a comprehensive technology roadmap that aligned with the organsation's goals.

Role Summary:As Head of Digital Services, I was responsible for leading the Council's digital transformation, overseeing the development and delivery of innovative digital solutions, and ensuring effective IT operations. I worked closely with the Head of Service and HR Business Partner to develop and manage the Digital team, ensuring they had the skills and resources necessary to deliver the Council's strategies and support high-quality service delivery.Key Responsibilities:Digital Strategy and Leadership: Contributed to the development and implementation of the Council's Digital Strategy, ensuring alignment with organisational goals.Team Management: Led and developed the Digital Operations and Development teams, managing performance, recruitment, and training.IT Operations and Service Delivery: Delivered effective IT operations and digital development services, focusing on customer service excellence and continual service improvement.Technology Procurement and Implementation: Identified, evaluated, procured, and implemented technical solutions to support the Council's digital transformation.Cloud and Telephony Services: Delivered cloud computing and telephony services, enabling remote access and improving service availability and security.Service Level Management: Set, monitored, and reported on service level targets and performance indicators, ensuring high-quality service delivery while reducing costs.Stakeholder Management: Managed relationships with key business stakeholders, ensuring their needs were met and the customer was at the heart of all digital services.Technical Development: Overseed technical and systems development, working closely with the Digital Delivery Manager and Operations Team Leader to align development resources with the transformation program.Compliance and Governance: Ensured compliance with financial regulations, standing orders, and other relevant policies and procedures.

Role Summary:As the Digital Delivery Manager, I was responsible for overseeing the strategic direction and operational execution of digital services across the Councils. This role involved leading Service Management, Development, and Programme Delivery to ensure that we were delivering effective and innovative digital solutions that met the needs of our services and communities.Key Responsibilities:Team Management: Led a team of Digital Development Managers, Service Managers, Project Managers, Project Support Analysts, and Digital Support Officers, ensuring efficient work allocation and fostering a positive and supportive work environment.Stakeholder Engagement: Built strong relationships with Directors, Heads of Service, and other stakeholders to promote a collaborative approach to digital service transformation.Strategy and Delivery: Contributed to the development of the Councils' Digital Strategy and led the design, evaluation, and prioritisation of projects that aligned with this strategy.Governance and Compliance: Ensured adherence to corporate IT and cyber-security policies, and implemented robust risk management and disaster recovery plans.Performance Monitoring: Monitored and managed the performance of digital services, including budgets and service level agreements.Supplier Management: Managed relationships with suppliers, negotiated contracts, and identified opportunities for cost savings and efficiencies.

Key responsibilities included:Overarching management of service delivery operations, including Service Desk, Client Devices, IT Project Engineering, Procurement, and Registration Authority teams.Strategic leadership of digital transformation projects, collaborating with Digital Project Managers and cross-functional teams.Successful end-to-end creation of the IT service desk, resulting in significantly improved first-line fix rates and user satisfaction.Recognised for outstanding contributions with a nomination for the annual staff awards.Demonstrated exceptional leadership during the COVID-19 pandemic, overseeing the rapid deployment of NHS Mass Vaccination centres in Sussex.Achieved outstanding results by maintaining a calm and controlled approach, leading my team effectively, and adapting to evolving requirements.This experience has been both challenging and rewarding, providing me with immense pride in contributing to improved patient care within the NHS.

Key responsibilities included:Oversight of day-to-day operations for 2nd Line Client Device and IT Project Engineers.Technical support for hardware and software across the organisation.Resolution of technical escalations and identification of trends for proactive problem management.Collaboration with clinical end users, corporate staff, and executive leadership to ensure service delivery met and exceeded KPIs.Driving digital innovation and promoting a culture of technological excellence.This experience allowed me to deliver exceptional support and contribute to the organisation's digital transformation.

I started my NHS IT career as a 1st Line IT Service Desk Operator, providing technical support to multiple organisations across Sussex.Demonstrated a strong work ethic, self-motivation, and a commitment to continuous learning.Recognised for my technical problem-solving skills and dedication to delivering exceptional customer service.Over the course of 8 years, I progressed through several roles, including:IT Service Desk AnalystClient Devices EngineerIT Projects EngineerIT Projects Lead~I developed a solid technical foundation and leadership skills, which have been instrumental in my career growth.