Managed results data in education business tool, SIMs. Compiled reports for senior leadership and invigilated year 11 Mock exams.

Lead three teams of software support engineers, service desk analysts and operations coordinators with a total of 11 team members. SLA delivery and performance management of third-party call centre suppliers.• Created new customer communication models and support process workflows, delivering improved service delivery and customer satisfaction.• Designed and managed a project to migrate first line support management from a third-party supplier to internal service desk team.• Managed… Show more Lead three teams of software support engineers, service desk analysts and operations coordinators with a total of 11 team members. SLA delivery and performance management of third-party call centre suppliers.• Created new customer communication models and support process workflows, delivering improved service delivery and customer satisfaction.• Designed and managed a project to migrate first line support management from a third-party supplier to internal service desk team.• Managed three teams of software support engineers, service desk analysts and operations coordinators with a total of 11 team members. Show less

Oversaw the quality control of broadcast videos and play-out schedules for multiple broadcasting clients, including Turner and A&E Networks. Delivered service to media management SLAs, developed client relationships through regular service review and improvement meetings. • Consolidated multiple pre-transmission teams into a single department.• Increased employee engagement by over 20% across all Media Management teams.• Created new VOD team including processes, KPI reporting, known… Show more Oversaw the quality control of broadcast videos and play-out schedules for multiple broadcasting clients, including Turner and A&E Networks. Delivered service to media management SLAs, developed client relationships through regular service review and improvement meetings. • Consolidated multiple pre-transmission teams into a single department.• Increased employee engagement by over 20% across all Media Management teams.• Created new VOD team including processes, KPI reporting, known error database and continuous improvement processes.• Improved efficiency of delivery across pre-transmission and VOD teams by 12%.• Designed the Continuous Improvement process for use across all satellite & media teams.• Senior operational stakeholder for design and build of new Customer Portal. Show less

Designed and merged the organisational structures, processes, data coverage and budget modelling across international, multi-functional teams to create a new Data Operations department. • Created new content strategy, process and coverage management team following acquisition and merger of OPTA, Running Ball and GSM (Global Sports Media). • Improved efficiency of Perform’s data coverage modelling by 20%.• Reduced coverage costs by 3% of a £13m+ budget in the first 3… Show more Designed and merged the organisational structures, processes, data coverage and budget modelling across international, multi-functional teams to create a new Data Operations department. • Created new content strategy, process and coverage management team following acquisition and merger of OPTA, Running Ball and GSM (Global Sports Media). • Improved efficiency of Perform’s data coverage modelling by 20%.• Reduced coverage costs by 3% of a £13m+ budget in the first 3 months.• Senior stakeholder for design of a new direct to consumer/business sports data CMS.• Designed the operational requirements and created the business case budget model for Perform’s move into the US Sports Data market. Show less

Governed the Customer Services, International content ingest facilities, third party providers, ingest budget and Operations strategy. Spearheaded the adoption of ITIL processes and created the team structure, processes, and reporting for 24/7 Service Delivery team. • Increased in-house ownership of ingest services by 30% for delivery of 30,000+ annual live sports events. • Enhanced visibility and return of service of major incident and problems across the business by 40%• Led… Show more Governed the Customer Services, International content ingest facilities, third party providers, ingest budget and Operations strategy. Spearheaded the adoption of ITIL processes and created the team structure, processes, and reporting for 24/7 Service Delivery team. • Increased in-house ownership of ingest services by 30% for delivery of 30,000+ annual live sports events. • Enhanced visibility and return of service of major incident and problems across the business by 40%• Led offshoring of Perform’s live chat customer support team to India, cutting payroll costs by 10%.• Designed and implementing new KPI reporting models and analytics for incident management.• Managed stakeholder relationships between product owners, technology and operations. Show less

Headed up Customer Services, Audio Video Support, Bookings and Live Channel Scheduling teams. Provide continuous process and service improvement. Controlled the company ingest operations strategy, budget analysis and third-party supplier performance. • Created and delivered content strategy for 12% increase in live events without increasing staffing costs and maintaining service delivery SLA of 99.9%. • Delivered 25% savings against global ingest budget.• Reduced response and… Show more Headed up Customer Services, Audio Video Support, Bookings and Live Channel Scheduling teams. Provide continuous process and service improvement. Controlled the company ingest operations strategy, budget analysis and third-party supplier performance. • Created and delivered content strategy for 12% increase in live events without increasing staffing costs and maintaining service delivery SLA of 99.9%. • Delivered 25% savings against global ingest budget.• Reduced response and resolution times of incidents in Audio/Video Support team by 10% with no increase to staffing costs.• Implemented KPI reporting and SLA analytics in content delivery and support teams.• Improved communication and stakeholder relationship between Operations and Technical teams. Show less

Invented and constructed the Bookings and Live Channel Scheduling teams. Responsible for the coordination and scheduling of end-to-end content workflows for live streaming, broadcast and video on-demand for sports product and services. • Designed and implemented business strategy, reducing service provider costs by 30%.• Saved 25% against Perform’s global ingest budget annually and ensured ROI of over 100% against CAPEX investment.• Created bookings and live channel teams, managing… Show more Invented and constructed the Bookings and Live Channel Scheduling teams. Responsible for the coordination and scheduling of end-to-end content workflows for live streaming, broadcast and video on-demand for sports product and services. • Designed and implemented business strategy, reducing service provider costs by 30%.• Saved 25% against Perform’s global ingest budget annually and ensured ROI of over 100% against CAPEX investment.• Created bookings and live channel teams, managing growth of 80% in both live sporting events and live streaming channels whilst maintaining service delivery SLA of 99.9%. • Designed and project led the roll out of Perform’s live streaming CMS to allow delivery of live content with partner, format and rights control in a single system. • Designed and managed a continual improvement process to facilitate product growth, reducing incidents by 10% and event set-up time by 40%.• Created content delivery processes and negotiated third-party feed distribution fees delivering maximum profit for sale of broadcast products whist ensuring customer satisfaction.• Responsible and accountable for delivery of live and video-on-demand products for internal and external clients. Show less

• Created and managed processes and teams for production project delivery, including new rate card and production budget template. Implemented a staffing and equipment tracking system for outside broadcast products.

• Managed creation, delivery and client relationships all for video on-demand (VOD), live video and audio products for major clients including English Premier League, Tennis TV, PDC darts and Playboy UK during rapid business growth.• Designed and implemented the strategy and structure for the transition to a 24/7 production department.

• Created and managed the scheduling and product delivery processes of Perform’s live streaming services, including industry-leading live betting video product, Watch & Bet and Racing UK.

• Edited and coordinated the delivery of match highlights and promotional material for all Football League websites.

• Coordinated the project delivery of editorial content for the roll out of 72 Football League websites.