• Providing subject matter expert consultancy to telent as they look to develop an engineering Flexible Resource Model to support their business partners.

• Leading and setting the strategic direction for a large Engineering Services business unit (37 managers and 666 engineers) • Accountable for the operational performance of c.3000 Telephone Exchanges and the 9 key BT and EE Data Centres to deliver and protect BT’s service to its customer in the UK including Broadband, 999, Mobile and TV • Accountable for the Budget (2018/19 £42m)• To lead and influence transformation programmes that improve efficiency and effectiveness • To… Show more • Leading and setting the strategic direction for a large Engineering Services business unit (37 managers and 666 engineers) • Accountable for the operational performance of c.3000 Telephone Exchanges and the 9 key BT and EE Data Centres to deliver and protect BT’s service to its customer in the UK including Broadband, 999, Mobile and TV • Accountable for the Budget (2018/19 £42m)• To lead and influence transformation programmes that improve efficiency and effectiveness • To lead, direct and inspire a large field-based workforce, responsible for their safety, wellbeing and job satisfaction in line with regulatory and legal requirements.Key Achievements • Achieved a Significant employee engagement uplift trend through 6 consecutive surveys • Successfully implemented an exciting new operating model, giving empowerment back to engineers and removing individual productivity measures, increasing productivity by 11.1% over 2 years • Delivered Major Service Outage response performance over 90% of engineers on site within 90 minutes anywhere in the UK• Delivered energy saving programme of £4.57m energy savings in 2018/19. Show less

• I delivered the ultimate Right First Time customer service to some of BT’s highest profile customers including Sky, BBC, ITV and channel 4. • My unit generated £12m revenue • Without fail we exceeded our target of 99.7% of successful visions delivered to our customers. Key Achievements • I introduced a new radical operating model and implemented true transformational change. Delivered savings of 17% to help dramatically rejuvenate the Ebitda from 2% to… Show more • I delivered the ultimate Right First Time customer service to some of BT’s highest profile customers including Sky, BBC, ITV and channel 4. • My unit generated £12m revenue • Without fail we exceeded our target of 99.7% of successful visions delivered to our customers. Key Achievements • I introduced a new radical operating model and implemented true transformational change. Delivered savings of 17% to help dramatically rejuvenate the Ebitda from 2% to 14.2%• Successful contract management with a very demanding Sky customer Show less

• I was responsible for delivering 21 IT desktop and Helpdesk support services globally across BT, and external. Providing strategic leadership and direction across the unit of 319 people. • Effectively managing Supplier contracts for IT Service Desks (HP £13m pa) and Hardware support (ComputaCentre £24m pa) including offshore operations in India.Key Achievements • My FixIT programme received BT CEO sign-off for implementation. o Net £9.85m saving over 5 years and £29.5m… Show more • I was responsible for delivering 21 IT desktop and Helpdesk support services globally across BT, and external. Providing strategic leadership and direction across the unit of 319 people. • Effectively managing Supplier contracts for IT Service Desks (HP £13m pa) and Hardware support (ComputaCentre £24m pa) including offshore operations in India.Key Achievements • My FixIT programme received BT CEO sign-off for implementation. o Net £9.85m saving over 5 years and £29.5m external spend reduction. o Successful deployment of new online ‘FixIT’ self-help self-heal tool worldwideo Reduction in inefficient call handling incidents of 49%o Driven reduction in Supplier spend of £2.9m through transformation of IT Support. Show less

Key Purpose: To deliver the IT Service Desk roadmap and strategy on behalf of Operate, its’ objective being reduce the number of internal IT helpdesk entities within BT, the ultimate goal being to “provide a single point of contact to all BT end user's for first line IT support”. Key interfaces with the Operate transition team and BT Lines of Business, to identify and transition internal IT support helpdesk activities not being delivered by Operate into the IT support model. To provide due… Show more Key Purpose: To deliver the IT Service Desk roadmap and strategy on behalf of Operate, its’ objective being reduce the number of internal IT helpdesk entities within BT, the ultimate goal being to “provide a single point of contact to all BT end user's for first line IT support”. Key interfaces with the Operate transition team and BT Lines of Business, to identify and transition internal IT support helpdesk activities not being delivered by Operate into the IT support model. To provide due diligence audits on these unknown services and then in conjunction with Vendor management, consider the suitability of further outsourcing programmes and deliver where required.Key Achievements:2006: 19 projects delivered, 26 FTE reduction to BT realised with financial savings of £2.164m2007: 35 projects delivered, 67 FTE reductions to BT realised with financial savings of £3.878m2008: 58 projects delivered, 33.25 FTE reductions to BT realised with financial savings of £4.7m Show less

Key Purpose: To provide a Subject Matter Expert role within the End User Workspace element of Workstream One of project Edin. The Objective to successfully Outsource the Internal IT Service Desk Operations to HP and then Off-shore these teams to Bangalore with no impact to performance. Target completion date of July 2005. Main Responsibilities:• To represent BT in the migration of the internal IT Service Desks into HP including the communications and management of the… Show more Key Purpose: To provide a Subject Matter Expert role within the End User Workspace element of Workstream One of project Edin. The Objective to successfully Outsource the Internal IT Service Desk Operations to HP and then Off-shore these teams to Bangalore with no impact to performance. Target completion date of July 2005. Main Responsibilities:• To represent BT in the migration of the internal IT Service Desks into HP including the communications and management of the current BT teams involving sensitive people issues such as Tupe.• Complete production of Service Desk Processes to be adopted by HP in line with ITIL statndards including Incident Management, New Work Take On, Complaints and Escalations and Security.• To develop, negotiate and agree transitional SLA’s with HP for the first 6 months of Operation to deliver customer Service experience through transition.• The conception, delivery and ownership for BT of the IT Service Desk off-shore Migration plan in line with project target dates. • To develop and negotiatie contractual volume metrics to be used for monthly HP charges to BT.• To operationally manage on behalf of BT the India HP operations Show less