Designed and formed the Post Incident Governance Team within the Global Service Escalation & Communications Centre. The highest point of Service & Technology Incident Escalation within Refinitiv. Responsibilities:• Managed a remote team of Post Incident Specialists in multiple locations spanning a 24/5 operation.• Lead Post Incident Reviews across all accountable groups to determine Root Cause and track delivery of all actions through to closure. Using ITIL Problem Management process and ServiceNow as primary tool.• Defined and drove Service Improvement Plans on behalf of strategic Customers and where data identified product/capability deficiencies.• Owned Customer feedback capture and response process. Analysed customer responses to survey responses and aggregate data to influence business priorities.• Identify common themes of improvement based on GSECC wide aggregated performance data. Drive improvements into upstream processes based on observations.• Hold wider accountable teams and resolver groups to account for improvements into associated tools and processes.Achievements: • Established completely new team all of whom had completely different backgrounds and earlier roles. Provided joining team members with applicable ITIL certification specializing in Problem Management.• Defined team tools, working practice, and KPI/reporting outputs using ServiceNow Problem Management capabilities.• Worked through the most significant Major incident the company ever experienced ensuring all front line teams had speaking points and that customer queries were responded to through legally vetted FAQ response materials.• Owned company wide consolidation of incident management practices into one crisis response mechanism, accountable to C level Executive Leadership Team.• Defined and launched multiple formal Service Improvement plans across our organization, introducing automation opportunities and securing investment into underlying capabilities.

Director, Technology Management within Enterprise Business Operations (EBO) Order to Cash for 2 years through to the acquisition and formation of Refinitiv. Defined, formed, and lead global cross functional team with the following 2 primary responsibilities::1. Service Management – The team of Service Leads acted as the primary interface between Operations teams and the Technology function. Supported the business through operational outages and driving restoration through application owning teams using ITIL process and Service Now. Additionally owned the Change prioritization process for Defects/Enhancements. Ensuring requirements were clear and validated throughout the change delivery lifecycle. 2. User Acceptance Testing (UAT) Management – Inherited 2 divergent UAT Teams previously working in completely different business units. 2 months into his role and following deep cost/benefit analysis I bought forwards a recommendation to implement a Vendor managed model to execute all CRM post change Testing. Achievements: • Formed the Team and Defined Roles & Responsibilities.• Identified and Introduced best practice Release Prioritisation process• Stabilized our core CRM application within 10 months. Reducing the Failure rate from 12% of Transactions to less than 1% at zero additional cost to the business.• Engaged with multiple vendors to ascertain capabilities. Once we had selected a vendor I built the business case, we defined knowledge handover planning and sought and secured an initial $2m in funding to implement the model designing a process to charge back Testing to associated business cases. Within 4 months we delivered a fully working model which successfully deployed a full SAP replacement receiving excellent feedback from stakeholders.