Helping our customers get the very best value from our platform.

ServiceNow Product Leadership Team. Leading the bank's ServiceNow testing activity on fortnightly sprints and releases, then driving forward with an increasing scope of automated (ATF) regression testing to cover the core module functionality and integrations. Stakeholder management providing test guidance and governance to 3rd parties undertaking ServiceNow development within the bank.Working as part of the ServiceNow Product Leadership Team to develop and drive the roadmap for the platform. Also acting as scrum master, demand manager and supporting the environments/release manager during the year.Successfully led the regression testing of over 12 upgrades from 2017 through to 2023. As a trusted advisor this relies on stakeholder management across all business areas of the bank to engage each group to partake in end user regression testing windows twice a year. Established the repeatable approach to only lose 1 day of developer time during any upgrade.Managed the acceptance/regression/accessibility testing of over 50,000 users in 3 phases to ServiceNow’s new Next Experience UI. Also supported the testing and implementation of the Common Services Data Model (CSDM) and Adaptive Authentication in Q1 of 2024.Driven ATF coverage up to 45% within a 4 year period. Ongoing collaboration to maintain or increase with regular engagement with the ServiceNow In Bound Product Team for ATF.Representing Natwest at the ServiceNow Accessibility Product Advisory Council (PAC) meetings, while also being the accessibility lead within the Team.

Customer facing ServiceNow consultancy.Built the ServiceNow Test Management function at Royal Bank Of Scotland Group post platform implementation.

Driving the evolution / life cycle of the Local Support / Client Site Services Offering.Tactical Responsibility (1 year) : ServiceNow End User Experience Demonstration Lead for Service Management globally

A senior global, multi-functional team role, supporting the running of the P&L for the CSC Service Management Portfolio. High profile responsibilities and achievements included: • Global Leadership of Service Management Offering Deployment - Executive sponsor for the global program to develop Next Generation Service Management repeatable deployment kits.• New Business Pipeline Analysis for Service Management – Leading the analysis of the new business pipeline. Working with the global sales leadership to review the quality of bid data, and identify opportunities to enhance the sales approach with a view to improving win rates. • Global Service Management “install base” Management – Leading the analysis of opportunities to up sell to clients with little or no Service Management, or where contract renewal dates were in near term.• Global Revenue Generation – Working with the global region leadership to identify opportunities to generate revenue growth across the existing SM portfolio and the wider Infrastructure portfolios. • Service Management Product Lifecycle Management Remediation Leadership - Leading across different service management functions to ensure that the current offering was compliant with CSC’s product lifecycle management governance model. • Global Finance Management – Enterprise Service Management Budget and Revenue Reviews

Transition Lead For Testing : Test Management Lead on a large EMEA wide Transition & Transformation Project for a global steel manufacturer . Focussing on developing and using a repeatable and scalable test plan to ensure internal (CSC) and User Acceptance Testing(with client) was a success prior to phased Go Live dates across CSC Service Desks in Europe. I worked closely with senior CSC and country/region specific client management to develop test criteria and receive testing sign off in preparation for each phased “Go Live”.

Global Proactive Problem Manager - Leveraged across multiple clients globally and focusing on very aggressive incident reduction targets and improved turn round times on Root Cause Analysis of high severity incidents.. The result was a 10% downward trend of high severity incidents on the accounts with a much improved RCA completion rate.

Managing the data integrity and dependencies of the CSC Enterprise Service Management Remedy toolset across a global Financial Services account. Working with the client globally to establish foundation data quality standards and maintain billing level integrity. This involved me managing the development of a client HR to CSC Remedy foundation data feed which supported the contractual service levels around client business unit user profile data.Remedy operational and product category optimisation.

• Existing Logo Transition: Transitioning an existing CSC Service Desk from one country to another in EMEA. Working with the programme team to build the project plan, establish kick off meetings with the key sponsors and stake holders. Driving the various teams each week to meet project milestones and run the operational readiness reviews to ensure Go Live occurred as planned , on time and within budget.New Logo Transition: Service Desk transition across three locations (Montreal, Prague, Erfurt) for a major Financial Services client. The work involved driving the recruitment aspects of the project and ensuring Service desk facilities were made available, and infrastructure capacity was scalable in each location . Also later in the project, Early Adopter” project coordination. This involved driving the preparation of the Service Desk activities ahead of the go live of the pilot “proof of concept” service covering two client locations in Zurich and Baltimore.

CSC Service Desk EMEA Operations Lead Workflow and Queue ManagementEstablishing a “near shore” team in Asturias, Northern Spain.Redeploying roles within the UK and EMEA to move the work out to Asturias without redundancies.Managing the Asturias team and remaining EMEA wide operation covering Field Resolver queues.Maintaining Service Levels across the clients and business sectors.Reducing costs year on year in line with commitment to the clients, while maintaining service levels.Process and Service improvements to generate more demand from new clients.

Responsible for account specific and leveraged field service staff supporting multiple sites across the North East of England.

Managed Dupont site support staff at Chemical complex in North East of England

Managed desktop support operational team at Guinness Brewing Park Royal , London

Worked across the offices and manufacturing plants (largest chemical complex in Europe at the time) to support the desktop and network infrastructure. Worked as first line and second line support during this period.