Achieved promotion to Operations Manager, relocated to the Ministry of Justice operation, leading an 8-direct report and 150-indirect report team through service operations. A senior escalation point for key business, service desk and operational issues, coordinating stakeholder communications and response. An effective Service Desk Operations Manager and Site Account Manager role, blended to sustain ATOS’ reputation within the MoJ contract. - Created the ‘Get to Green’ plan that… Show more Achieved promotion to Operations Manager, relocated to the Ministry of Justice operation, leading an 8-direct report and 150-indirect report team through service operations. A senior escalation point for key business, service desk and operational issues, coordinating stakeholder communications and response. An effective Service Desk Operations Manager and Site Account Manager role, blended to sustain ATOS’ reputation within the MoJ contract. - Created the ‘Get to Green’ plan that achieved a turnaround in SLA to target in three months, an additional three months ahead of the six-month timescale that encouraged staff and secured customer confidence. - Coached the 8-direct report team to enhance their business and leadership capability, setting clear ‘top-to-bottom’ goals for the IT service desk that improved KPIs across the board and the understanding of the cause of failure.- Improved employee relationships activities across the board to reduce absence from 12% to 5%. - Implemented SIP and used LEAN to achieve headcount reduction, including cost-savings for the client. - The senior escalation point for key issues, directing corrective workstreams to avoid financial penalties. - Managed attendance levels, attrition and transformation through the major transformation programme. - Implemented incentive and morale-boosting processes to improve performance, productivity and efficiency, using training as a tool to engage, communicate and build capacity in teams. Show less

Assigned to the Metropolitan IT Service Desk as a Team Leader, working in mission-critical services, maximising ticket workflows to achieve a timely and cohesive response to incidents and problems. Leading a mixed IT Service Desk team of full-time, part-time and fixed-term talent, adjusting leadership styles to best serve employee support needs and service desk excellence. Producing regular reports on service desk activity for ATOS Account Managers and Metropolitan Police Business Seniors… Show more Assigned to the Metropolitan IT Service Desk as a Team Leader, working in mission-critical services, maximising ticket workflows to achieve a timely and cohesive response to incidents and problems. Leading a mixed IT Service Desk team of full-time, part-time and fixed-term talent, adjusting leadership styles to best serve employee support needs and service desk excellence. Producing regular reports on service desk activity for ATOS Account Managers and Metropolitan Police Business Seniors. - Managed the onboarding of secure requirements with limited incumbent knowledge; achieved swift competence to lead the clearance of 4000 backlogged tickets within 3 weeks. - Created IDP processes for temp and fixed-term contracted workers, that reduced attrition; the solution was selected for rollout across the UK Service Desk operation. - Managed all user administration including new joiners, leavers and movers; coached and directed teams. - Set clear goals across the team mix, from a performance and development aspect, to maximise service capability. - Oversaw all incidents and logged requests, allocating workflows for timely resolution; executed regular audits. - Performed root-cause analysis and trend analysis on problem tickets to recommend escalation and expedite resolutions; provided feedback to technology and developer teams to improve the functionality of IT infrastructure. - An Ambassador for the Technology Department, driving unified and enhanced cross-department communications. - Monitored hardware, peripheral stock and software licenses; responsible for ordering, renewals and budgets. Show less

Assisting the Developer team through the delivery of B2B and B2C services, responsible for driving continuous improvement programmes to achieve maximum customer satisfaction and pin-point accurate execution of quality marketing operations. - Planned and oversaw the execution of all marketing operations, incorporating Social Media Campaigns (Twitter, Facebook, LinkedIn) Organic Traffic (Blog, Vlogs, YouTube), Paid-Media, SEO and audio-transcription content. - Devised personalised… Show more Assisting the Developer team through the delivery of B2B and B2C services, responsible for driving continuous improvement programmes to achieve maximum customer satisfaction and pin-point accurate execution of quality marketing operations. - Planned and oversaw the execution of all marketing operations, incorporating Social Media Campaigns (Twitter, Facebook, LinkedIn) Organic Traffic (Blog, Vlogs, YouTube), Paid-Media, SEO and audio-transcription content. - Devised personalised training packages for pilot customers, maximising the value of training to performance improvements, as well as improving engagement with remote-based customer specialist. - Hosted focus groups, training sessions and presentations with the Chambers of Commerce to improve business capability within the Customer-Experience solution market. - Fast-tracked improvements in customer experience across all client, and internal, touchpoints and channels. Show less