Delivery Director for a leading and trusted provider of consultancy, applied digital transformation, and business process services to public sector organisations. Transitioned and led 450+ head scanning, digitisation, and document management function across a multi-site portfolio serving 150+ clients, including Local Councils, Government Departments, Industry Regulators, and the Private Sector. Successfully managed a £50 million P&L with strategic acumen and financial precision, driving… Show more Delivery Director for a leading and trusted provider of consultancy, applied digital transformation, and business process services to public sector organisations. Transitioned and led 450+ head scanning, digitisation, and document management function across a multi-site portfolio serving 150+ clients, including Local Councils, Government Departments, Industry Regulators, and the Private Sector. Successfully managed a £50 million P&L with strategic acumen and financial precision, driving sustainable growth and profitability. Guided the delivery of projects to ensure projects were completed on time, within budget, and to the highest standard, defined project scope, goals, and deliverables in collaboration with key stakeholders.Achievements:Following Capita’s adoption of the matrix operating model, successfully transitioned operating workstreams to create the delivery function.Steered negotiations and agreement of £18m contract renewal with the Solicitors Regulation Authority, retaining revenue opportunities.Overseen the procurement of new £10m facilities and smooth transition of operations following the take-back of a prime property within the estate.Successfully led the function through a Capita wide cyber-attack, with the commitment and skill of the team and in careful collaboration with clients.Directed a project to design a solution that would transition GP ‘live’ patient records into storage by provisioning scan-on-demand and AI technologies. Show less

Managing Director for the UK's leading business process outsourcing (BPO) and professional services company, which delivers back office administration and front office customer contact services to private and public sector organisations across the UK and Ireland.Created and successfully led the scanning, digitisation, and document / record management business unit, targeting growth and client retention for the units £70m+ P&L. Provided strategic leadership and direction setting clear… Show more Managing Director for the UK's leading business process outsourcing (BPO) and professional services company, which delivers back office administration and front office customer contact services to private and public sector organisations across the UK and Ireland.Created and successfully led the scanning, digitisation, and document / record management business unit, targeting growth and client retention for the units £70m+ P&L. Provided strategic leadership and direction setting clear objectives aligned to the wider PLCs objectives. Developed and preserved relationships with key stakeholders and clients, by delivering exceptional customer service.Achievements:Due to Key Worker status, mitigated the effects of the COVID-19 pandemic on the business unit, by ensuring operational safety and client collaboration.As part in a pan-Capita bid to secure a £500 million+ contract win with NHS England, designed, and delivered national solution for GP patient records.Developed a growth strategy with focus on client retention, service upselling and targeted new logo growth by leveraging the wider PLCs client base.Steered project for Standards Testing Agency by leveraging AI technology to identify and index scanned test scripts, leading to a £2.3m cost reduction.Formulated and delivered an Estate Strategy that streamlined operational footprint, created a stable foundation for growth, providing £1.7m savings. Show less

Led the £100 million+ Department for Work and Pensions document management contract, ensuring delivery of services in accordance with contractual requirements. Worked with the client to innovate the solution aligned to their objectives, building strategic relationships, and developing trust with the client and its wider customer base; whilst maximising revenues for the business.Achievements:Managed the nationwide decant plan to a central storage solution, overseeing the transition… Show more Led the £100 million+ Department for Work and Pensions document management contract, ensuring delivery of services in accordance with contractual requirements. Worked with the client to innovate the solution aligned to their objectives, building strategic relationships, and developing trust with the client and its wider customer base; whilst maximising revenues for the business.Achievements:Managed the nationwide decant plan to a central storage solution, overseeing the transition of benefit claim documentation totalling over 44 million.Negotiated and implemented numerous high value contractual extensions and projects to support the Department’s paper reduction objectives.Initiated the business case to transition the contract delivery function into the creation of a business unit focusing on aligning all Capita’s workstreams. Developed and implemented operational strategies and initiatives to drive business growth and profitability, optimised operational processes and workflows to drive efficiency and productivity.Monitored and analysed operational metrics and KPIs to identify areas for improvement, collaborated with cross-functional teams to streamline operations, enhance client satisfaction, and to ensure the effective delivery of initiatives and projects. Show less

- Functioned as part of the Technology Team to deliver various projects for public and private sector organisations, advised clients on technology strategies and solutions that aligned with their business objectives. - Analysed and assessed client requirements to identify areas for improvement; and to recommend appropriate solutions, collaborated with clients to develop technology roadmaps and project plans.- Provided guidance and support to clients throughout the implementation… Show more - Functioned as part of the Technology Team to deliver various projects for public and private sector organisations, advised clients on technology strategies and solutions that aligned with their business objectives. - Analysed and assessed client requirements to identify areas for improvement; and to recommend appropriate solutions, collaborated with clients to develop technology roadmaps and project plans.- Provided guidance and support to clients throughout the implementation process to ensure successful delivery and adoption of technology solutions. - Conducted research and kept up-to-date the latest technology trends and innovations, supported the development of client proposals and presentations.- Involved in various technology aspects; such as Road User Charging, Real-Time Information Systems, Enforcement Systems, Automatic Number Plate Recognition (ANPR), and Radio Frequency Identification (RFID) systems.- Influenced solution development, business process reviews, customer relationship management, and tendering for procurement.Key Achievements:- Delivered a number of prestigious projects; including the London Congestion Charging Scheme, the Dome Arena, Ascot Racecourse, and various Intelligent Transport System projects. Show less

- Operated as part of the original transition team for the green field set-up, led and managed technical processes to ensure their smooth and efficient operation. - Collaborated with cross-functional teams to define technical processes that aligned with business objectives, provided guidance and support to technical teams to ensure processes were executed effectively and efficiently. - Identified areas for improvement in technical processes and implemented best practices to… Show more - Operated as part of the original transition team for the green field set-up, led and managed technical processes to ensure their smooth and efficient operation. - Collaborated with cross-functional teams to define technical processes that aligned with business objectives, provided guidance and support to technical teams to ensure processes were executed effectively and efficiently. - Identified areas for improvement in technical processes and implemented best practices to enhance productivity and quality.- Regularly reviewed and assessed process performance, identified opportunities for optimisation; and implemented necessary changes. - Conducted in-depth analysis of complex technical issues, developed solutions and implemented corrective actions.Key Achievements:- Fulfilled the requirements of Connexions Card contract as part of the Management Team; this involved daily management of the Technical Support Team, overseeing first line support for all software and hardware to the sub-contracted management of card production, also ensured adherence to the client Service Level Agreements (SLA) for card production.- Produced over 1.1million cards for the Connexions Card contract. Show less

- Oversaw all Account Managers for the North of England, set targets on the penetration in delivering the Connexions Card to the schools and colleges within the Northern Local Education Authorities. - Developed and implemented strategies to maximise the effectiveness of the Connexions Card initiative within the assigned area. - Collaborated with local schools, colleges, and other stakeholders to enhance the reach and impact of the Connexions Card initiatives, stayed abreast with… Show more - Oversaw all Account Managers for the North of England, set targets on the penetration in delivering the Connexions Card to the schools and colleges within the Northern Local Education Authorities. - Developed and implemented strategies to maximise the effectiveness of the Connexions Card initiative within the assigned area. - Collaborated with local schools, colleges, and other stakeholders to enhance the reach and impact of the Connexions Card initiatives, stayed abreast with best practices related to youth engagement and support services.- Prepared and presented reports on the progress and impact of the Connexions Card initiative to senior management and other stakeholders. Show less

- Contacted schools and colleges within the North West of England, arranged visits and conducted presentations with the aim of signing school and colleges up to the Connexions Card for Young People within their establishment.- Supervised a team of Regional Account Managers, monitored and assisted in the sign-up of the Connexions Card initiatives within local schools and colleges.Key Achievements:- Promoted from Account Manager, to Senior Account Manager.

- Managed and maintained the database that contained all records pertaining to people within a scheme.- Performed data cleanses and reconciliations, undertook full reconciliation of over £2 million of misallocated funds. - Developed and enforced data protection policies and procedures to safeguard sensitive information, implemented and managed data access controls to ensure data privacy and prevent unauthorised access. - Monitored and audited data handling activities to… Show more - Managed and maintained the database that contained all records pertaining to people within a scheme.- Performed data cleanses and reconciliations, undertook full reconciliation of over £2 million of misallocated funds. - Developed and enforced data protection policies and procedures to safeguard sensitive information, implemented and managed data access controls to ensure data privacy and prevent unauthorised access. - Monitored and audited data handling activities to identify and address any potential data security risks, collaborated with internal teams to ensure compliance with applicable data protection regulations and standards.- Assisted in the development and maintenance of data governance frameworks and processes, conducted regular data quality checks and addressed any identified discrepancies or issues. Show less

- Processed pension scheme administration tasks accurately and efficiently, maintained accurate and up-to-date member records.- Calculated pension benefits in accordance with scheme rules, provided timely and accurate information to scheme members and stakeholders.- Responded to inquiries from pension scheme members regarding benefits, contributions, and other related matters.- Assisted in the preparation of pension scheme reports, statements, and other documentation… Show more - Processed pension scheme administration tasks accurately and efficiently, maintained accurate and up-to-date member records.- Calculated pension benefits in accordance with scheme rules, provided timely and accurate information to scheme members and stakeholders.- Responded to inquiries from pension scheme members regarding benefits, contributions, and other related matters.- Assisted in the preparation of pension scheme reports, statements, and other documentation, collaborated with internal teams and external stakeholders to ensure the smooth running of pension scheme administration processes. Show less

- Administrative Officer for a governmental department, which is responsible for children's services and education; including early years, schools, higher, and further education policy, as well as apprenticeships and wider skills across England. - Managed correspondence and responding to emails and phone calls in a timely manner, assisted with data entry and analysis to ensure accuracy and completeness of information- Scheduled and coordinated meetings, conferences, and… Show more - Administrative Officer for a governmental department, which is responsible for children's services and education; including early years, schools, higher, and further education policy, as well as apprenticeships and wider skills across England. - Managed correspondence and responding to emails and phone calls in a timely manner, assisted with data entry and analysis to ensure accuracy and completeness of information- Scheduled and coordinated meetings, conferences, and appointments, maintained departmental records and databases to ensure data integrity and confidentiality. - Assisted in the preparation of reports, presentations, and other departmental documents, undertook general administrative tasks; such as photocopying, scanning, and filing. Show less

- Administrative Officer for a is a local authority in the north east of England, which is responsible for managing a wide range of services for Darlington citizens; including education, transport, planning, social care, housing, libraries, public leisure facilities, public safety and waste management. - Managed inquiries and provide exceptional customer service to internal and external stakeholders, maintained accurate and up-to-date records (both physical and electronic).-… Show more - Administrative Officer for a is a local authority in the north east of England, which is responsible for managing a wide range of services for Darlington citizens; including education, transport, planning, social care, housing, libraries, public leisure facilities, public safety and waste management. - Managed inquiries and provide exceptional customer service to internal and external stakeholders, maintained accurate and up-to-date records (both physical and electronic).- Coordinated meetings; including arranging venues, sending invitations, and taking minutes, provided general administrative support, including handling correspondence, organising mail, report generation, and managing calendars.- Handled confidential information with discretion and maintained data security, collaborated with colleagues to ensure efficient and effective operations. Show less