Executive Leadership Team member directing enterprise technology, service strategy and £12M technology portfolio encompassing Service Management, Infrastructure, Project/Program Management,and Information Security▪️ Operate within Northern’s Executive Leadership Team (ELT).▪️ Led enterprise-wide IT Support Strategy rollout across 7,000 employees and 500 locations; in response to an external audit; turning IT from back-office function to a strategic business partner.▪️ Provide technology leadership and strategic direction to the board of directors. ▪️ Introduced service insights and delivery roadmaps presenting updates as part of monthly IT service reviews.▪️ Accountable for Service, Operations, Programme Management and Cyber - £12m budgeting responsibility. ▪️Introduced IT Business Partnering within the organization to support the visibility, planning and delivery of company objectives and to align both business and IT need. Naturally surfacing IT involvement in initiatives such as tech modernization and enablement programmes at legacy Engineering depots.

Leading IT Service Management 24x7x365. Having established and led the introduction of an IT Service Management Framework, I showcased exceptional ability to understand the customer and translated this into a scalable model that delivers results.Highlights include:• Led IT Support Service and IT Operations division - group wide.• Established 1st, 2nd and 3rd line resolver teams / support processes that extended to 3rd party support. • Transformed IT Service in 12 months from ‘chaotic’ to achieving 98% SLA against response and resolution times.• ITSM team formation including processes for Major Incident, Problem and Change Management.• Instilled a culture of ‘continues improvement’ that optimized process and operational effectiveness from HR onboarding through to consolidation of IT Infrastructure to reduce cost.• Outsourced (EUC) IT Support for L1/L2 from Vendor selection through to performance management and review.Projects included: O365 Migration from G-Suite, EUC outsourcing, ServiceNow process design and introduction of Incident Management, Change Management and Problem.

Global oversight of IT Support Services, 24x7x365 for transportation systems from device through to payment, front and back office solutions. Leading a department of 70+ staff, highlights include; large scale service transition of services for TfL, Service transition transition and support for TfNSW and MTA programmes, relationship management and service coordination - ensuring the delivery of services aligns to contractual commitments as part of a managed service. ISO accreditation with distinction in September 2019.