The primary purpose of my role is to lead on all aspects of IT Service Delivery within the Change8 organisation.Change8 was born out of a partnership between GTech and Fluid IT Consulting to provide a holistic approach that deliver robust, sustainable ERP solutions to clients using the IFS product.I lead a highly skilled team that provide transition, technical support, continuous improvement and ongoing service delivery throughout the IFS lifecycle. This is underpinned by a playbook of processes, workflows and resource models across Service Design, Transition, Support, Continuous Improvement and Delivery that we can tailor to our clients needs. This in turn unlocks our clients ability to maximise the value and benefits out of the IFS product.These services sit alongside our in-house expertise in IFS customisation, programme delivery and digital transformation to provide the bespoke holistic solutions that are at the heart of what we do at Change8.

Moved across to new role leading the IT Client Account Management function. Accountable foe the technical onboarding and ongoing support of all Herms clients. Leading a team of consultants and specialists to integrate clients into Hermes technology stack from inception through to trading. Also accountable for ongoing support of clients including leading a dedicated Client Service Desk function specialising in managing client IT incidents through to resolution.Leading on the IT Client Account Management transformation programme with the purpose of consolidating our integration methods, simplifying the API integrations, and adapting our Client Service Desk to meet the demands of the increasingly global reach of our business.

My current role is Head of Service & Operations on an interim basis following an internal restructure.In addition to existing responsibilities I have overall accountability for every aspect of the Service & Operations output and the leadership of a Service Team of 50+ dedicated professionals. The responsibilities include:• Infrastructure Support and Delivery accountable for maintaining stability and performance of the telephony and data networks as well as delivering scalable solutions to support the IT Portfolio and Strategy.• Accountability for the end to end Service Lifecycle from Service Transition, through to Service Delivery.• Accountable for control and delivery of annual Opex budget in excess of £7m.• 24-7 SDI accredited Service Desk taking in excess of 40k calls per annum and providing a high-quality service to over 3,000 internal employees.• Level 1 and Level 2 Application Support across with dedicated functions providing monitoring and alerting, early detection of potential issues and speedy resolution of service impacting incidents across a range of complex bespoke solutions.• Dedicated Incident Management, Problem Management, Change Management and Release Management handling all aspects of end to end Service governance.In addition to this I have taken the lead on the redefinition of Service and Operations as part of an IT wide restructure, acting the decision maker on how Hermes IT Service will operate in the future. This has involved reviewing and refreshing all aspects of Service output including roles, processes and tooling, working collaboratively with other Heads in delivering an end to end structure that provides a platform for continued business growth and success in the future.

I lead the Service Delivery team which is part of the broader IT Service group within Hermes UK. I have responsibility over several functions including Application Support, Service Management, Service Control (Incident, Problem and Change Management), Service Transition, and the IT Service DeskDay to day this involves leading a team of 15 people including 4 direct reports with the aim of delivering a high performing, stable and customer focused service to all internal and external stakeholders of Hermes UK.

Primary interface between business stakeholders and IT for defined business departments. Role includes providing interface between Software Development Teams and IT Operations to ensure new Projects and Programmes match the business strategy and customers needs. Goal is to ensure transition of new software is supportable and sustainable long term. 3rd Party Supplier Management for new and existing suppliers including coordination of formal agreements as well as tracking of any agreed targets (SLA’s). Working with customers and internal IT teams to prioritise workloads across both development and operational requirements. Control and communication of Major Incidents and Problems affecting relevant business areas. Actively seeking efficiency improvements through affective analysis of existing services and internal processes and driving these through to implementation. Previous role in the organisation involved the management of IT Service Desk as well as the Incident and Problem Management teams. Interim responsibility for Change Management for period of 12 months in addition to existing responsibilities.

Control and communication of service affecting IT faults from report through to resolution. Secondary role of leading on tracking and resolution of billing related IT faults including chairing regular scheduled meetings and coordinating communicaitons between technical teams and business stakeholders. Previous roles in organisation included Helpdesk Team Leader, Helpdesk Analyst, People in Post Coordinator and HR Advisor.