Currently seconding into the Director of B2B Support position at Virgin Media• Accountable for the maintenance of relationships with Virgin Media Business customers• Development of divisional operational plans which incorporate goals and objectives that work towards the strategic direction of the organization• National accountability for all aspects of pro-active and reactive incident management for all B2B customers and product lines including any enhanced service offerings (e.g. advanced customer experience teams)• Owns and controls spend against the UK B2B Support budget with full P&L control, providing accurate short and long term forecasting to enable monthly financial reporting• Identifies initiatives to drive Opex efficiencies through right-sourcing • Oversees the operational teams ensuring the provision of comprehensive, timely and accurate incident analysis and fix solutions, focussing on a fix at first point of contact ethos and ensuring meaningful updates are provided throughout• Accoutable for over 100 FTE

Deputizing for Head of Department in their absence.Providing customer escalation support 24 x 7 x 365.Ability to drive improvements and support business needsManaging and delivering key performance indicators including Calls Answered and Fault Fix Targets Managing up to 80 headsResponsible for the ownership and management of key internal and external third party support agencies and partnersResponsible for managing 70% of Liberty Global entire business customer baseAdvocate at leading change