A hands-on, delivery focused and adaptable Delivery Manager within the financial services industry. A proven track record of delivering large scale technically-challenging and politically-sensitive migrations through the full life cycle. An excellent communicator, with strong stakeholder management skills coupled with an eye for detail and wide scale experience of leading globally-distributed teams; works well under pressure and accustomed to interacting with all levels through to senior management.Leading multiple work streams in multiple global locations to extend the new Digital Technical Platform functionality in 3 global sites; UK, HK and US. Extensive work with senior stakeholders, 3rd party vendors, Infrastructure and Application teams.Bringing a level of ownership and leadership to many disparate teams and colleagues, detailed delivery and cross dependency planning across all global sites and implementation of a flagship delivery. Carrying out reviews and suggested improvements in various ways of working around the digital environment

Governing the delivery of the Non Functional Requirements for high impacting/critical changes to production environments whilst maintaining excellent customer relationships. Lead ITSA Manger for a specific area. Lead on a number of High Priority Programmes, allowing for improved customer satisfaction, service stability and improved pre live testing. Ensuring a clear understanding of the project pipeline and key programmes within the business area to maintain and grow relationships within IT Operations and the wider community. Representing Service Operations at the Release Boards – agreeing process, interfaces and tools to allow succinct reporting and certificate sign off ensuring ITSA Process deliverables are achieved. Representing teams at the External Hosting Committee – defining and implementing process and requirement considerations and proposal approval to proceed. Implementation of the Resource Management Project Management Office function within Service Operations. Liaising with Senior Management and multiple teams to deliver within tight time scales showing my ability to influence others as well as strong negotiating skills to overcome difficulties and meet targets. Key planning and prioritisation demonstrated to allow effective execution. Lead for the introduction of the use of Clarity within team. Delivering against Service Operations strategy to implement the first phase of the ITSA Process, thus improving service quality and reducing production facing service issues. Ability to adopt working and communication styles to suit target audience. Acting Team Leader in Managers absence - leadership, workload management and interpersonal skills developed. Work stream Lead to review global and local processes and communication strategies allowing for efficiencies and improvements in standardisation.

The management of IT Operations financial plans and budget - this includes building the Annual Operating Plan and completing the annual Rate Setting exercise, monitoring and reporting of spend against plans, producing monthly billing plan submissions for Pass-through items, and producing quarterly Profit Estimate forecasts. Thorough understanding of cost variances and enriched Management Information to allow improved understanding of costs and target areas for management cost challenge objectives. Cost Centre Management responsibilities - delivering cost savings and efficiencies. Strong knowledge of recovery mechanisms for costs, e.g., billable, unit rates, pass-through. Benchmarking Lead against rival companies, following through on actions to drive proficiencies. Ensuring strong networks are built and maintained with both internal and external costumers, key focus on a sound knowledge of cost base and business impact.

Working in a pressured environment, processing mortgage related documentation, to meet customer requests / tight deadlines. Processing the chasing and drawdown queues for non-solicitor acting cases. Proactive contact with customers, branches and third parties using telephone and written communications. Dealing professionally with internal and external customers, owning complex cases and resolving them to the customer's satisfaction.