Supervisory responsibility for 4 Team Leaders and a wider team of 30 ensuring theachievement of set IT service delivery targets. Maintaining performance when managing the day-to- day operations of IT servicedelivery covering service desk, applications, security and infrastructure functionsacross Southern Housing Group. Reporting on security challenges and discussing strategies for security preventionwith the wider team. Managing financial processes including an operational budget of £4 Million with fullcontrol of vendor/supplier selection & purchase decision-making. Assessing priorities, allocating timescales distributing work to crew membersaccording to priority and level of expertise required, monitoring targets, timing &progress in order to meet deadlines. Ensuring all business activities meet organisational requirements for quality. Establishing a positive & productive site environment, accommodating the rolesand needs of diverse teams to promote a cohesive team-based culture, maximisingpotential and enhancing performance. Deploying new hardware, automating software rollouts/upgrades, backups Standout Achievements: Recruited & developed IT colleagues across multiple operations, assessedperformance, conducted appraisals and recognised individuals’ needs for furthercoaching and training. Managed the implementation of an IT Service Management Framework. Rejuvenated a poorly performing IT team, ensured the provision of appropriatedevelopment plans that reduced staff turnover and increased customer satisfaction. Recognised as Project Sponsor and Service Owner for an Office Printing refreshproject that delivered cost savings of £130K over an improved 5-year contact term. Created and implemented the first Southern Housing Group Apprenticeship Scheme. Took ownership of ITIL processes covering Incident Management, Service LevelManagement, Problem, Change, Service Transition, Continual Service Improvement Supplier Management.

Managing remote support teams within the BIG business unit including a 4 TeamLeaders and 28 colleagues taking over 1000 calls per month. Managing client relationships/expectations with aim of achieving organisational KPIs. Delivering coaching and mentoring to colleagues regarding best practice and bestapproach. Creating a motivational environment for colleagues to deliver results, continuouscoaching, and development of line reports.Standout Achievements: Integrated 3 functions into the new remote services function resulting in improvedperformance/processes. Delivered an improvement in customer satisfaction from 48% to 72%. Recognised as the UK organisation Subject Matter Expert for ITIL.

Ensuring the delivery of SAP Support and Consultancy to multiple clients acrossEurope and the Middle East. Providing managed/leadership to Service Desk, Applications and Technical Teamssome of whom are remote to maintain the group back office systems. Managing the Service Level Management Processes, client billing as well as suppliermanagement. Preparing and updating IT documentation covering network configuration, networkmapping, processes and IT service records.Standout Achievements: Led the rollout of Service-Now service management application across the GroupService Desks. Delivered client training on ITIL best practice and SAP Centric Training. Achieved recognition for leadership/management with the UK Support Teamreceiving excellent feedback from the Annual client service. Tailored approaches to clients at the strategic level to deliver innovative, unique keyaccount experience resulting in retained clients and additional client’s contracts wonfor 2 years with zero departures.

1st line helpdesk supporting bespoke software

1st and 2nd line support