Leading multiple teams and direct reports 60+ strong within IT Service Operations for the BBC account within ATOS.Key responsibility includes, the management of Wintel,Unix, Messaging and Storage teams supporting the Hosting based services delivered to the BBC customer.Also responsible for leading the team delivering the Test, Development, Deployment and Early Life Support of desktop and server applications to the BBC.Managing multiple team managers leading the teams delivering the service on day to day basis including 24/7 support. Responsbile for managing all day to day people and operational related aspects for the Hosting tower as well as ensuring the teams meet all agreed contractual obligations.

Global process manager for Change Management across North & South West Europe working alongside all other ITIL processes. Was assigned to work with Siemens providing the interface between the customer and ATOS for the change process as part of the service management division.Key Responsibilities:• Accountable for the change process across all countries in North and South West Europe clusters of Siemens. • Supporting the change process at a global level on the account plus giving support to and mentoring other change managers.• Ensuring full compliance with the agreed change process and the interaction with all other ITIL disciplines with common goal of meeting customer expectations and SLA’s.• Deputising for the Head of Change Management for the account on a regular basis, handling both operational and people related activities.Key Achievements:• Significantly improved all key measures for change management in my areas of responsibility including a substantial reduction in Major Incidents related to change.• Trained over 1500+ colleagues on the change management process globally.• Played a significant role in supporting the process at a global level working alongside the senior management team to suggest and implement continuous improvement.• For one year I was seconded part time as change manger to support a major SAP related project, ensuring all change management related activities are taken care of. • Represented change management on multiple external and internal audits all successfully undertaken.

Key Responsibilities:• Accountable for the UK Change & Configuration management processes, functions & teams, working as an integration layer for multiple internal and external suppliers.• Continued improvement of the Change & Configuration management services to align to a business service ownership model.• A marked increase to the overall accuracy & awareness of the Aviva Configuration Management Database (CMDB) to be the cornerstone of all other service management disciplines and be a single trusted source of service information.• To increase awareness of the function overall within the wider Aviva group and look to deliver efficiency were possible.Key Achievements: • Set and delivered against a strategy to evolve Change Management delivering a tiered approach to change based on risk & impact to the business and IT services. • Developed an out of hour’s major change support and notification process for senior stakeholders.• Reduced the volume of major incidents caused by change by 50% over 18 months whilst increasing the volume of change going through the process. This resulted in a industry best result of <2% of major incident caused by change with this now having been sustained for the last 12 months.

Key Responsibilities:• Responsible for the UK Change team and process within Aviva leading a team of 10 change analysts.• Acting as the senior change manager within Aviva and the final point of escalation for change before referral to director level.• Integrating change across multiple internal and external suppliers & representing change management in supplier reviews.• Chairing the UK Change Advisory Board (CAB) for Aviva.Key Achievements: • Reintroduced the concept of a physical CAB for Aviva to discuss all high impacting change, which had been discontinued several years earlier. This proved to be a huge success and is now well embedded into the whole IT organization.• Led the integration of the change process with that of the 3rd party provider that Aviva outsourced all IT infrastructure and data centers to during this period.• Took over a team with numerous people, process and productivity issues with low motivation and weak employee satisfaction scores, and successfully turned this around within 12 months to top quartile satisfaction scores and ensuring the right people were in the right roles.• Introduced KPI’s and measures focused on the quality & timeliness of change records with the ability to identify and target repeat offenders.

Key Responsibilities:• To establish a new function created from the merger of various similar teams within the IT community to provide a single view of IT service to senior stakeholders and onto the business. • Provide a ‘single view of the truth’ for IT service data against agreed SLA & OLA’sKey Achievements: • Set and embedded a new strategy to Automate the majority of IT service reporting and provide customer ‘self service’ wherever possible.• Delivered a new suite of ‘balanced scorecard’ reporting giving the customer a summary on a page of IT service by business unit.

In addition to the three roles I had undertaken in the previous 5 Years at Aviva I undertook a number of service aligned roles in the preceding 10 years which have included:• Service Delivery Manager for the RAC acting as a traditional SDM as the focal point between IT and the RAC business unit just after it was obtained by Aviva.• Service Analyst on major program of offshoring activity for Aviva working with IT teams in India and Sri Lanka to rollout a service model. • Service Level Manager developing a new suite of internal SLA’s and OLA’s and gaining sign off.• Team leader for the IT innovation function within Aviva, looking after a team of technical experts delivering new technology into Aviva.• Team leader for the IT ordering function leading a large team undertaking the procurement and delivery of IT hardware and Software.• Helpdesk analyst providing 1st and 2nd line IT support for users within insurance call center environment.