• Creation, distribution and chairing of weekly and monthly KPI reports with key Bank Stakeholders, including Service Performance, Escalations, Major Incidents, Aged Incidents, Call Volumes and CSAT scores to drive Continuous Service Improvement.• SME for Change and Incident Management, leading incident calls in response to service outages. Coordinating with other service management teams to ensure Bank related changes are performed in line with agreed policy, process, and standards.• Lead Service Delivery calls bringing new solutions and services from Project into BAU Service. Currently driving Storage Capacity Planning initiative.• Co-ordination with offshore team to plan hardware and software patching updates across key Bank infrastructure within service maintenance windows and managing any Change Freeze periods. • Part of a Service team, transitioning Microsoft Teams into Sainsbury’s Bank and delivering Experian access to their Financial Teams.

• Leadership in Change Management evaluation including request for change assessment, end to end change implications, risk assessments, back out plan scrutiny and communications planning.• Negotiation of windows of opportunity with users of the process to avoid unnecessary change conflict and business disruption. Creation of forward schedule of change to provide a 12 week forecast of upcoming changes.• Chairing the weekly Change Advisory Board. • Provision of training and facilitation to user forums using ServiceNow. Support of Release, Programme and Project Managers• Working with stakeholders across virtual teams including TCS in Chennai and Bangalore

• Chairing of twice weekly Change Advisory Board (CAB) meetings. • Validate and approval of change records, categorize and impact assess RFC’s.• Identify and mitigate contention and conflicts.• Collaborating with change raisers, release management and product management to identify and work through issues. • Generate RFC’s for multi-supplier changes.• Update and manage the Forward Schedule of Change.• Conduct failed change reviews. • Lead eCAB meetings. • Ensure the Change Management process is followed by all stakeholders.• Create training documentation to improve understanding of the change process. • Responsible for ensuring that multiple service suppliers and Stakeholders adhere to the policies and processes for Change Management. • Proactively engage with internal and external stakeholders.• Working to Continually Improve Service to better aid efficiency.• Act as a point of contact for all Supplier Change implementation teams.

• Change Management SME within AT&T Redditch, using ITIL best practices working with the global virtual team with sites in Brno, Singapore, Campanillas and the UK• Hosting and attending conference calls with managers, end user clients, third party telecoms companies and field technicians to ensure they are fully compliant and adhere to policies and procedures applicable to the change• Collaborating with cross functional teams across EMEA, assessing the impact of forthcoming changes to the live environment to lessen the impact to client business • Responsible for recording all information from previous changes in a central database, for raising escalations to third party vendors and for creating, owning and maintaining a full change process document• Proactive and reactive response to customer network alerts within the Tier 2 Cisco routing and switching environment

• Worked as a Junior Transport manager and 1 HGV driver• Planning of work schedules, trailer loads and deliveries for a “Just in Time” solution into the automotive industry

• Major operating system roll out in various UK sites as part of a team upgrading the NT4 Workstations to Windows XP Professional. • Involved in the installation, configuration, set up and instructions on a range of EPOS equipment in high street stores. • Responsible for making and installing Cat5 and BNC cabling on site.

• Provided remote technical support and field support services to our customers, under a break fix agreement• Visited customer sites installing and configuring a wide range of hardware and software• Liaised with customers over possible solutions and provided training where needed • Responsible for memory upgrades and other hardware installation to full PC builds, including any operating system and software requirements

• Delivered new and used printers and photocopiers to businesses, giving face to face demonstrations• Responsible for liaising with the client’s IT department to set up the equipment and achieve network connectivity • Assisted in the day-to-day support of our sales team and accounts department