● Managed the IT Operations and Project Delivery teams. Managed and maintained digital infrastructure, protected organisation data and systems against cyber threats, and oversaw the delivery of IT projects to over 800 global staff.● Maintained vendor relationships, ensuring operational excellence to maximise value from existing IT investments. Improved the adoption and brand of the internal IT team to deliver services that enhance the digital employee experience and customer satisfaction.● Delivered multiple digital transformation initiatives aligned to the IT roadmap. This ensured the business could adapt to the evolving security landscape and IT services are accessible to employees whenever and wherever needed.● Managed the IT Operations budget, efficiently allocated resources, and provided initial commentary on the annual IT CAPEX & OPEX budget. Helping to forecast and plan the budget for the next fiscal year.● Oversaw the IT Project Management Office that delivered IT Projects aligned with the technology strategy. Delivered over 100 projects within the first three years, driving digital transformation initiatives to support business growth.● Introduced Project and Change Management to increase success in designing, developing, and delivering IT projects. This helped foster a change management culture for better employee engagement, adoption, and use of changes to support the successful integration of new digital technologies.● Developed various Data Protection processes and procedures with the DPO. This helped to identify and reduce risk to PII early in a project’s life cycle. This ensured compliance with UK GDPR and relevant regulatory and industry standards.● Designed and managed the migration of on-premises infrastructure to Azure. Resulting in a more secure, robust, scalable, and agile digital infrastructure that grows and adapts to support business growth. Providing operational resilience to maintain continuous delivery of essential services.

● Managed the IT Operations and Project teams. Supported the delivery of high-quality IT Services, managed and maintained reliable digital infrastructure, and delivered and oversaw IT Projects for over 600 global staff.● Maintained vendor and supplier relationships for support in all aspects of IT Operations, including infrastructure support, vulnerability management, backup and DR/BCP management, on-site deskside and out-of-hours support.● Collaborated with the IT Director to implement the IT strategy, helped to create the annual CAPEX & OPEX budget and provided technical advice to the IT steering committee on key IT decisions that affected the business.● Managed the response to major cyber security incidents, collaborated with third-party vendors to mitigate damage to core services, maintain service stability and uptime, and restore critical systems within 24 hours.● Successfully managed and onboarded our third-party Security Operations Centre (SOC) and facilitated the seamless integration between the internal IT team and the Security Operations Centre. Migrated our security solutions to Microsoft Defender (Server and Endpoint) and Sentinel (SIEM) to enable 24/7 monitoring to help detect, investigate and respond to cyber threats. ● Introduced a continuous learning, training and development program for IT Staff. The initiative led to a significant 20% reduction in ticket escalation and an increase to over 80% in first-time fix rates (FTFR). This resulted in improved staff satisfaction, increased the response and effectiveness of the operations team, and improved customer satisfaction levels from 20% to 75% over 3 years.

● Managed the BAU Team, providing infrastructure maintenance, application, and desktop support for over 500 global staff.● Collaborated with the IT Director to develop and deliver the IT strategy, created the annual CAPEX & OPEX budget and provided technical advice to the IT steering committee.● Introduced ITIL Service Delivery Model, which included Incident and Problem management, Major incident management, and Change management to enhance IT Operations and meet the increased demands of a growing business. Implemented ITIL into the Freshservice ITSM tool and integration with Microsoft Power BI for service-level reports that produced data-driven insights to foster a continuous service improvement mindset.● Managed vital IT projects, including Co-Lo data centre migration, cloud telephony system migration, and network integrations with Hong Kong and India global offices.● Led the design, implementation, and management of our M365 migration programme of works. This included Exchange Online migration, Office 2010 to Office 365 client upgrade, Migrating MDM management to Intune, Personal folder migration to OneDrive for Business, and Team Network Shares to SharePoint Online. Enabling the business's cloud and mobile-first IT initiative.● Led the firmwide device refresh initiative to migrate EUC from Dell desktops to HP laptops. This transformed the business working model from an office base to a hybrid-based model. The project demonstrated its value during the pandemic and enabled a new way of working for employees.