Accountable for the overall quality of service provided by Contract Delivery Shared Services across global delivery hubs. Improving the customer experience, and delivery of committed business benefits. Owns the engagement between into the BT Lines of business providing account and service management to the respective customer base. Responsibilities include running service reviews, resolving service issues, and making strategic service improvements. Designed and set up a CPE Discount Centre of Excellence ensuring maximum profitability on new business wins. Developed Customer Experience Net Promoter Score analysis and insight process to target accounts for improvement

Accountable for the Commercial Operations team on large government contracts who deliver billing to the value of approx. £11 - £17m per month. Responsible for managing team and commercial implementation of new contracts and services, including reporting requirements and contractual obligation tracking. Owned l customer relationships and governance frameworks.Developed and delivered efficiency efficiency plans resulting in 6FTE reduction of headcount , whilst also delivering improved performance in all SLA and KPI metrics. Negotiation of new contractual terms for contract delivery, including re- negotiation of new terms.Managed and owned recovery of poor performance on a number of contracts in health and retail sector to improve billing accuracy, clarity and customer perception

Developed and delivered efficiency plan leading to 3 FTE reduction in PMO. Introduced document management process for the Intellectual Property register.Developed marketing information for external publication relating to rollout of the largest IP Network in Europe.Cost evaluation of internal and external suppliers for provision of E-Service Helpdesk. Included managing re-negotiation of contractual terms for 3rd party provision.Evaluation of new suppliers. Bid preparation, P&L management and new service line development.

Accountable for the overall quality of service provided to a large government customer. Management of service issues, improvement plans, service reviews and transition of new business into operations. Leading customer Service Reviews, major incident management and Service Improvement Plans.

Various roles as Project Manager, Change and Release Manager, Service Desk Team Leader, Service Performance reporting and project support.