Organisational Resilience can be defined as the ability of an organisation to anticipate, prepare for, respond and adapt to incremental change and sudden disruptions in order to survive and prosper. Its my job to work with each function to help them identify their critical processes or applications and ensure they not only have a plan for when they fail but that they test it and learn from using it.I am a Level 4 Gold Certified Red Team Thinking Coach which helps me provide the tools and techniques for Mimecast to make better decisions around projects, strategies or risks.Mimecast are ISO22301 certified and have a well-established Emergency Management Team (EMT). This role builds upon that foundation and increases focus, drives efficiency, and evolves our resilience across the organisation. Resilience is a world of acronyms - BIA, RPO, RTO, MBCO, BC/DR, IRP to name a few - I aim to help the organisation translate those into actionable plans that increase our resilience, reduce our incidents and improve our customer satisfaction.

At the latter end of 2017 I was asked to assist with running our GDPR program reporting into our Chief Trust Officer. Whilst GDPR was the opening act, we then moved on to a public sector/education project. The Trust Office was responsible across many areas of the business and was working on other privacy related accreditations, certifications and programs throughout 2018.To assist with this role I also became a Certified Scrum Product Owner

The VP of Customer Operations Transformation & Innovation is responsible for all aspects of process design, implementation and operational innovation across the entire customer experience journey map (CEJM). Key areas of focus will include: (1) Customer Operations Readiness & Scale, (2) Technical Enablement, (3) Business Process Improvements (BPI) across the CEJM, (4) Cross-functional collaboration and design of key customer touch point interactions; and (5) Governance by providing a framework that sustains long term process change, adoption and transformation.The position is also responsible for directing responsibility in driving improvements that enhance and increase customer satisfaction (Cxi) and loyalty along all touch points on the customer experience journey map (CEJM). The role drives and implements process excellence, service initiatives and tools to improve service delivery, quality, and productivity across all of customer operations. It is also responsible for evaluating and monitoring the success of initiatives and tools on a regular basis and proactively engaging with business units and internal stakeholders in driving improvements.

The role has direct line management as well as budgetary control across all Mimecast regions for the Service Delivery that includes support, implementation and legacy data management

​The Customer Operations team is responsible for all elements of global customer operations pre and post sales (i.e. Sales Engineering, Professional Services, Service Delivery, and Customer Advocacy). Our focus being to ensure our customers’ needs are met with delight and that interacting with Mimecast is easy and enjoyable.

This role is critical to driving a common Service Delivery (SD) and Customer Experience (CX) strategy globally and ensuring our global SD and CX capabilities get enough senior management attention.My role now also includes responsibility for the Global Internal IT team where I can make use of my previous experience and bring the customer experience to our own users as well as ensure that Mimecast continues to make effective use of up to date technology to drive our business forward.

As Service Delivery Director in the UK and US I am responsible for both implementation and support across the European and North American client base.I am also responsible for Customer Experience within the UK, this spans all potential touch points to both prospects and customers as well as direct responsibility for the Account Management team.

Following a change of personnel I was asked to assume responsibility for the Account Management team.

The Head of Corporate Services is essentially a service delivery role to our largest clients. This includes being their Virtual IT Director/Manager and not only producing reports but planning the future changes within IT for the company and presenting this to the client. This is done both by generating KPIs via support calls and also via a full network investigation done during the initial take-on and regularly thereafter and relies on understanding the business needs both from a financial as well as day to day perspective.My role requires me to stay up to date on technology as I also provide 3rd line technical support across the Windows environment - including but not limited to Windows 2003/2008, Exchange 2003/2007, Windows Clusters, Switches and Firewalls (including Cisco, HP and Watchguard)

Hamish Fulton and Associates were an international executive search company specialising in the international and domestic financial markets. Individual consultants provided specialist coverage in equity sales, research and trading, asset management, private equity, investment banking, the equity capital markets and corporate broking. I was primarily responsible for the Equities market, this included multiple business trips to Japan.

We provided technical support for small and medium sized companies based around client/server network operating systems over PC networks. The position involved a high degree of technical competence along with excellent inter-personal and communications skills.My daily work encompassed all forms of technical support and consultancy on networks. This ranged from installing the basic network infrastructure (cabling, hubs, routers etc), building and configuring PC’s (either from component parts or from recognised suppliers such as Compaq, IBM etc) and building file-servers (again from component parts or main suppliers) that predominantly run either Microsoft NT or Novell NetWare.

Having started on the shop floor as a salesman I achieved several promotions, including;September 1996 – June 1998 - Network Controller, Central OfficesNetwork Control was a second level helpdesk for all systems within the John Lewis Partnership. The department was also responsible for maintaining the integrity of the LAN’s and WAN for the company. I had a particular responsibility for wide area communications and training. I was also heavily involved in the rollout/installation of the new Router/Megastreams network