• Ensure effective delivery of cybersecurity services, including incident response, threat management, and compliance monitoring, in accordance with SLAs and contractual obligations. • Serve as the primary liaison between clients, internal teams, and external vendors, facilitating communication and alignment on cybersecurity initiatives. • Oversee the incident response process, ensuring timely resolution, root cause analysis, and implementation of corrective actions. • Develop, monitor, and report on performance metrics and KPIs to evaluate service effectiveness and identify improvement opportunities. Conduct regular risk assessments to identify vulnerabilities and recommend mitigation strategies to enhance security posture. • Implement and refine cybersecurity processes based on industry best practices, regulatory requirements, and client feedback. • Manage the cybersecurity service budget, ensuring resource allocation aligns with business priorities and strategic goals. • Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.

Telefonica Tech UK&I – Service Delivery Manager • Collaborated with the Sales Lead to identify cost-reduction strategies that maintain customer satisfaction while effectively managing commercial budgets.• Acted as the primary escalation point for critical service delivery issues, successfully resolving 98% of escalations within established timelines.• Executed process development and improvement roadmaps for multiple ITIL processes, enhancing alignment and business outcomes.• Fostered and maintained positive customer relationships by identifying needs and overseeing service delivery.• Developed, monitored, and reported on comprehensive performance metrics and KPIs aligned with IT service deliverables and contractual obligations.• Led service delivery operations, consistently meeting SLA, OLA, and contractual compliance, resulting in an 18% improvement in customer satisfaction.• Promoted continuous improvement within support teams to fulfil existing customer contracts and statements of work.• Established and refined services based on customer feedback to drive enhanced service delivery.

• Manage client service performance in alignment with contractual agreements, ensuring achievement of Service Levels.• Oversee operational responsibilities for service delivery targets, SLAs, OLAs, and contractual compliance, while developing processes to meet required service levels.• Analyse complex technical data, including schematics and flow processes, to assess trends and present findings to non-technical stakeholders.• Ensure timely delivery of service reports that meet quality standards and fulfil contractual obligations.• Produce a range of ad-hoc and regular IT reports for both technical and non-technical audiences.• Identify and develop performance improvement and commercial opportunities through a continuous improvement program.• Collaborate closely with internal service providers to enhance service levels continuously.

• Led Service Transition Projects, managing risks, governance, and quality assurance to ensure seamless implementation of new services.• Communicated effectively with internal and external stakeholders throughout the transition lifecycle.• Coordinated with suppliers and internal teams, overseeing planning, timelines, and deliverable expectations.• Managed change control to address deviations from baseline design, including commercial adjustments.• Conducted post-project reviews to identify improvements in cost, quality, and customer satisfaction.• Provided early life support and escalations during service infancy, ensuring high levels of service delivery satisfaction.

• Lead and mentor a team of IT professionals, overseeing daily operations of the service desk to ensure timely resolution of incidents and service requests. • Manage people through expectation setting, conducting 1-2-1 meetings, overseeing annual leave, facilitating personal development planning, and handling return-to-work processes.• Act as the primary escalation point for complex issues, collaborating with stakeholders to drive resolutions.• Deliver high-quality IT support aligned with SLAs and KPIs, focusing on customer satisfaction and service efficiency. Implement process improvements based on service metrics analysis, manage incident and problem resolution, and conduct quality assurance activities. • Monitor performance metrics to meet operational targets and produce reports for senior management. • Effectively manage team resources and ensure compliance with policies and data protection standards.

• Acted as the escalation point for both internal and external customers, ensuring ownership of issues from identification through to resolution, while recommending corrective actions for Team Leaders to implement.• Ensured strict adherence to company processes, procedures, and contractual obligations, consistently maintaining high levels of customer service.• Conducted regular monitoring of service queues and dashboards, taking proactive measures to uphold SLA performance and maintain service quality.• Performed quality assurance reviews of incident handling, providing Team Leaders with documented feedback and actionable insights to enhance performance.

• Act as the first point of contact for all IT-related queries and issues, logging and categorizing incidents in the service desk system.• Diagnose and resolve technical issues related to hardware, software, networking, and other IT systems, escalating more complex problems to the appropriate teams as necessary.• Provide excellent customer service, ensuring that all user requests and incidents are managed efficiently and effectively, with clear and timely communication throughout.• Maintain detailed records of all support activities, creating and updating knowledge base articles and technical documentation as needed.• Liaise with other IT teams (2nd and 3rd line support, infrastructure, and applications teams) to ensure the smooth resolution of escalated incidents and requests.

ITIL v3 FOUNDATION JANUARY 2011• Providing efficient customer focused Helpdesk Support to data provider’s • Adhering to DSD quality standards and procedures • Recording calls using in house CRM system • Collecting and processing complex surveys and analysing origins of errors, contacting relevant party to explain problems, seeking the correct information. • Providing secretariat support and general assistance to Deputy Director, Senior Management Team and Project Managers• I was the Correspondence Liaison Manager dealing with Parliamentary Questions and General Public enquiries• Maintaining key Programme and Project Management documents including Change Control, Budget Control and Directorate Reporting.

• Responsible for the structuring of a procedure for site bookings, access rights and contacting customers which developed to use for site implementation and creation of specialist software.• Using a bespoke piece of O2 software to create network outages for engineer’s site activities. • Creating incident cases for failures or problems that were encountered on site by engineers.• Became the key liaison for all of the O2 projects between O2 and Nokia.• Database management, supervisor for site engineers, scheduling resources, site certificates and reports, site outages and deficiency clearance.