David Thirkettle Email and Phone Number

Managed an annual IT spend of over £10m within BT Technology for Service Management. Managed a team of nine professionals, directly managed c£1.5m annually delivering continuous business improvement to Service Management Call Centres.• Conducted technology assessments, costs and viability assessments which supported the Enterprise business case process and enabled the business unit to take requirements through the yearly funding cycle. • Built and tracked a spending plan for committed work across the infrastructure, solution design and delivery teams. Ensuring the delivery to the business within their annual spend cycle.• Identified, specified, and implemented a new automated customer validation process within the NLS IVR. Eliminated 60-90 seconds from 80% of 30,000+ agent managed customer calls per week.• Specified, drove, and delivered major change across two major BT Enterprise CRM applications to Support the new PCI compliant credit card payment rules. Over 2,000 agents migrated to the new process ahead of Government mandated deadline.• Within 2 weeks of request, successfully brought forward components of the PCI changes in 2020 enabling over 900 call centre staff working from home to take PCI compliant payments, solving Covid critical issue. • Specified and implemented changes within 6 weeks using an agile approach to the existing Medallia Journey NPS surveys to move to a new LBGUPS (learn, buy, get, use, pay, support) Journey Model with an external vendor.

Led a small team of architects within the CIO organisation focussing on the Major and Public Sector business for health and local government. Provided technical expertise as a solutions architect producing high level designs and costs as part of the large contract bid team.• Specified and delivered a set of customer surveys for the Enterprise business collecting Net Promoter Score (NPS) and customer feedback. Used the Agile methodology to provide data feeds that enabled customer surveys that provided key data needed to enhance and improve the customer experience.• Owned the Critical Infrastructure risk for the Major and Public Sector Business on behalf of the CIO. Ran in depth contract reviews into seven of the largest contracts identifying issues that needed to be managed within the overall risk. Changes or mitigations were put in place where possible to reduce the financial and reputational risk of critical incidents.• Reviewed and redesigned the critical incident process for the Major and Public Sector business. Implementation led to a consistent approach to the management incidents and reporting to senior stakeholders.

As the IBM Systems/Cerner Millennium Infrastructure Architect on the London and Southern NHS Programmes, designed and executed significant change across both the server and storage estate. The Millennium Service was designed to provide five-nines availability with zero data loss.• Owned the Unix Technology Roadmap for the Account enabling the adoption of newer hardware and software where appropriate. Defined the risks of making or not making architectural changes to the senior stakeholders.• Designed and delivered two technology refresh programmes delivering over £30M of cost savings to the programme and the first of these was a key component of a successful contract renegotiation. These programmes were delivered with zero downtime on the production services by exploiting the highly available clustered design.• Produced two SAN Storage designs for storage upgrades to the account, worked with our 3rd Party supplier to integrate the storage into the managed service delivering the new storage without any unplanned impact to live service.• Built a hardware cost model for the different services at the end of the contract, enabling BT to price extended support of components where a trust needed more time to migrate away from BT than the contract allowed.

Responsible for the design of the IBM infrastructure needed to run the Cerner Millennium Service for the NHS Southern Trusts.