Face of IT Service Delivery and performance, accountable for ensuring confidence to Key Stakeholders. I represent NHSPS to our suppliers and strategic partners to ensure the service received enable us to perform highly as an organisation. I speak for our internal IT operations to key stakeholders by simplifying IT, nurturing relationships through communication, transparency, and demonstrable expertise to ensure confidence in live service delivery and vendor performance to executive board in line with agreed SLA's and KPI's. Key areas of responsibility include but not limited to: presentation to executive in monthly service reviews, SPOC for exec communication in major incidents and post major incident reports/reviews, executive and SLT escalation point, tracking of internal resolver teams performance, driving outcomes of problem, transition and change management, identification and management of service improvement/correction plans to influence maturity and advancement of end user experience. End to end vendor management including relationship management, service quality performance, customer experience, measuring adherence to contractual SLA's/ KPI’s, service acceptance, escalation, improvement plans.

Managing and developing multiskilled service management teams in order to deliver repeatable first class service to the NHSPS business through ITIL process embedding, service monitoring, management of the transition of services into BAU support teams and management of vendors. Management of monthly MI reporting and presentation of service delivery to executive business leads. Vendor Service Management responsible for the management of strategic vendors, ensuring they are delivering services inline with agreed contractual SLA's and KPI's, including implementation of service correction plans where required, onboarding of new suppliers and transition of support.Direct line management of 3 employees and indirect management of a wider team of 22 across service and technical teams. Reporting into the Head of Service Management I sit on the Senior Management Team contributing to the achievement of both departmental and company goals and initiatives.

Fully outsourced to client site as IT Service Delivery Manager for Advanced 365 biggest customer accountable for the end to end delivery of the Managed IT Services contract.- Adherence to ITIL aligned process- SPOC for key stakeholders- Ownership for driving internal teams to deliver on SLA’s/KPIs- Management of the CSIP- Management of activities carried out by internal teams including technical design, project delivery, transition, service desk, problem management, onsite resource.- Stakeholder management- Production of service reports- Facilitating and presenting to IT Leadership personnel at contractual service reviews - Line management of a Junior SDM who assist’s with reporting and internal service progression

The Service Delivery Manager is responsible for representing the global customer base by managing internal resolvers, third party's and other departments that impact the service delivery. Main responsibilities include but are not restricted to:•Conducting all monthly service reviews•Development of M247's Service Management Framework•Development and implementation of enhanced tools•Development, rollout and ensure adherence to processes and standards to meet Managed 24/7s and customer’s service delivery expectations•Point of escalation in respect of overall service and feedback on internal resolvers•Sole responsibility of the management of the the performance of services provided to clients as per agreed contract and ensure that Service Levels are achieved.• Operational responsibility for service delivery targets, SLA’s and contractual compliance.• To ensure Managed 24/7 adherence to service management principles.• Using experience and analytical techniques in problem solving, in situations with complex facts, situations.• Matrix manage and co-ordinate Managed 24/7 resources to ensure that the appropriate level of service is provided.• Develop strong relationships with customers and Managed 24/7 operational staff in collectively delivering service requirements and exceeding expectation.• To produce various ad-hoc and regular IT reports, for both technical and non-technical audiences.• Ensure quality and profitable services are delivered across the business.• Provide presales support, guidance and recommendations in relation to the provision of managed services to new or existing clients.• Identifying and developing performance improvement and commercial opportunities through the application of a continuous improvement programme• Development of internal service desk including recruitment, coaching, training and performance management.

Manage the body of IT Service Relationship Managers across 3 London offices in ensuring global IT services are delivered in time and to expected quality. Responsibilities include but not limited to:• Escalation point in managing the services provided by third party resolvers in respect of escalations, incidents and service requests • Attend all meetings relating to Major IT Incident, Problem and Change management • Own the CSI register, Identify opportunities for Service Improvement activities, delegate and drive to completion in line with Prince2• Identifying & production of IT related educational documentation. • Attend service reviews with BAT’s global IT suppliers providing input, feedback on services delivered. • Maintain an effective understanding of the consumer’s business, business requirements, finances, IT needs and attend relevant management meetings.• Manage and drive global IT change into the business • All aspects of people management including absence, performance and day to day support.• Active member of the BCP team • Maintain effective internal relationships with key-stakeholders, board members, consumer contacts and all third party suppliers.

Seconded position to manage the implementation of a new IT service model into BAT UK & Ireland.

As a CRM I’m responsible for engaging with the IT users to maintain consumer satisfaction, ensuring IT services are delivered in time and to expected quality. From an IT internal perspective I participate and contribute to the successful delivery of the CUKI CSI program workstreams, taking ownership of specific activities and driving them to through to completion.Operational Responsibilities:o Management and Resolution of Issues to consumers’ satisfactory conclusiono Assist in the Service Request process by qualifying and defining non-standard requirements; managing Service Requests through to satisfactory conclusiono Identify and participate in Major IT Incident, Problem and Change management o Provide input and advise Major Incident Reviews ensuring that the remedial actions are undertaken to rectify and prevent recurrenceo Identify opportunities for Service Improvement activitieso Provide Consumer education to ensure adherence with IT policies and processeso Act as Subject Matter Expert (SME) for IT Services to ensure Services run requirements are being considered by Projectso Provide insights and ensuring Account Plan reporting standards are kept via consolidation of management reportingo Produce and maintain documentation o Support the UK IT Account Team in the development and enhancement of existing services provided to the customero Maintain an effective understanding of the consumer’s business, business requirements, IT needs and how IT will support and enhance their businesso Develop and maintain effective internal relationships with key-stakeholders, consumer contacts and senior stakeholders (including, but not limited to, Services personnel, IT Service Management peers, Account Managers and on-site/off-site support teams)Leadership responsibilities:o Transformational: Involves and engages others in change & transformation o People: Manages self, manages others by influence.

Coordinator for a department 14 Service Delivery Managers spanning the UK and Ireland and PA to 3 senior managers, myself reporting directly into the Head of Service Management.Based Peterborough with weekly travel to our London City & Manchester offices. Responsibilities include but not limited to: •Provide executive assistant support to the Head of Service Management and Service Principals.•Senior diary management, organisation of meetings, attend and contribute to, manage agendas, collate information prior to meetings, distribute minutes and chase actions. •Make recommendations on operational working practices.•Assist in development of standard and bespoke requirements for KPI reporting as required•Develop relationships across departments that promote unified working towards a common goal of improving quality of service.•Provide unbiased feedback and escalation in order to improve internal services process, work flow and departmental structures.•To support the Service Management Community in maintaining the governance framework for the provision of Service Management in line with Kelway’s contractual obligations and in a professional manner.•To maintain Service Management templates and documentation•Arrange hospitality, social events, book venues, equipment, refreshments, hotels and travel as required by department. •Recruitment including sourcing and 2 stage interviewing of candidates•Training of Team Leaders across departments in leadership skills•Training for analysts in required subjects, including writing and delivery of courses.•Collating MI for KPI reports.•Manage and maintain various trackers including customer meeting schedule, contract, staff attendance trackers..

2nd highest achiever in the company of 2011, banking £230,000 worth of business for the company and climbing 2 tiers of the commission structure, putting me on a high commission bracket for the last quarter of the year.I was also offered the position of Assistant Branch Manager in our biggest office which I regretfully had to turn down due to relocation.Responsibilities included:• Manage & maintain relationships with vendors• Register, maintain and build relationships with potential buyer• Manage all sales from offer stage to completion• Actively promote internal mortgage broker facilities• Manage relationships with solicitors/broker• Value properties and win business over other agents• Win properties through actively seeking to value• Negotiate sales• Negotiate price reduction where needed.• Lead other less experienced staff• Meet various sales and exchange targets on a quarterly basis

To co- ordinate & support implementation of the new system into the business across all UK sites.• Arranging relevant training for 17 business areas• Booking of Rooms, facilities across 6 sites in the UK• Arranging business lead meetings – taking responsibility for distribution of documents etc• Post Go Live Support – manage the business through the change, including training needs etc to ensure they are providing the best service to the business.• Being a contact for the location managers, being able to answer queries and provide guidance on issues related to AIS Go Live.

Business Lead for a number of products involved in a migration.Working alongside an appointed consultant in Accenture in building a system, to transfer all existing customers from over 200 systems to one singular one. Working with Accenture consultants in Madrid, Malaga & the UK as the business lead in a number of area, directing them in business requirements.• Data mapping products from existing systems to new, over 3000 individual fields.• Providing expert business advice to the Accenture business analysts to format the new system design• Facilitate meetings• Source Field Analysis• Requirements Gathering• Conceptual Design• Functional Design• Change Request Implementation

Ensure Sales, Service and Claims departments in the Peterborough branch were up to the full FTE required to deliver the SLA's & KPI's agreed.• Advertising Campaigns - local schools, shopping centres, buses, open evenings, magazines, newspapers• Engaging with recruitment agencies • Capturing and documenting lead information – candidate details, where the lead came from • Using lead information for analysis • Carrying out telephone interviews• Carrying out face to face interviews, holding group assessments, conducting role plays • Coordinating interview diaries of 10 team managers• Providing regular updates regarding FTE to senior management• Holding weekly recruitment meetings

To identify training areas and coach/support all reporting lines in order to maximize business performance across the Sales and Services department.• Writing and delivering training• PDP's• 121's• Quality assessment• Mentoring

Delivery of Balanced Scorecard Key Performance Indicators • Team sales• Retention of clients• Productivity and coaching• Implementing targets to team and training/coaching to exceed• Enforce company policies, practices & procedures • General team management including absence and disciplinary• Complaints Handling to FSA level