Service Delivery Manager for DXC (ex-HPE) client, overseeing DXC contracts. Also Data Protection Officer and quality controller ensuring our ISO 9001 accreditation is sustained. Responsible for Synergize maintaining Cyber Essentials and Cyber Essentials Plus certification.Provide bid support as required.♦ Played a key role in constructing the winning bid to ensure Synergize retained business with then HPE in the project services space. ♦ Ensuring all KPIs and/or SLAs are met or exceeded.♦ Further enhancing the services Synergize offer, in terms of Continual Service Improvement, value for money and innovation.♦ Managed successful Cyber Essentials and then Cyber Essentials PLUS certification for Synergize. ♦ Gained GDPR Foundation certification and managing GDPR compliance for Synergize.

Resource Manager for ITO Project Services contractors for HPE UK Public Sector.Managed all UK Public Sector (UKPS) Project & Programme Management resources procured through third-party organisations. This varied in total between 100 to 150 contractors at any one time.♦ Played an active role in the selection of suppliers with whom to partner for the provision of contractors via Statement of Work (SOW) contracts and had ongoing regular contact with the selected partner suppliers building successful working relationships. Participated in initiatives to achieve cost reductions.♦ Maintained high quality data to allow accurate financial forecasting and provided analysis of any differences between actual and forecast financials on a monthly basis. Reviewed POs and forecasted future spend on a quarterly basis.HPE Spartans white belt accreditation gained.

Organisational Manager role, with responsibility for an organisation for around 250 Project and Programme Management resources of all levels, from entry level support staff through to senior programme managers. Direct reporting line of 6-7 Capability Managers, each who managed 30-45 resources. These resources worked on UK Public Sector (UKPS) programmes. ♦ Maintained financial outlooks for the PPM Capability as a whole and provided strategic direction, guidance, support, line management and mentoring to the Capability Managers.♦ Exercised major influence in shaping direction and structure of the UKPS PPM organisation.Continued to maintain ITIL V3 Foundation course material and deliver classroom training in the subject as a value-add task.

Organisational Manager role, provided a high level of HR support (people care) to the team and provided effective resource management. In addition, was regularly sought out for guidance and advice from direct reports, peers and indeed successive Capability Leaders. ♦ Provided effective performance management through ongoing review and appraisal activities♦ Supported staff going through the promotion process and ensured staff were allocated to appropriate Job Family♦ Ensured provision of necessary IT of equipment and access to systems ♦ Took ownership of all demand fulfillment requests in own area, progressed vacancies and ensured corporate tooling for resource planning was maintained to high quality standard ♦ Built & maintained working relationships with Demand Planner and senior Functional Leads for areas managed♦ Understood resource profile and costs for staff, accurately reporting this data to allow accurate financial forecasting.Continued to maintain ITIL V3 Foundation course material and deliver classroom training in the subject as a value-add task.

ITIL SME role, managed a small team leading the enablement of global EDS ITIL aligned processes to multiple UK commercial accounts. Built up team and delivered the Service Management provision for ESM EMEA Operations. Developed and delivered vanilla ITIL Foundation training. Enablement of global EDS ITIL processes:♦ Gained a thorough understanding of each of the processes being deployed from the global EDS ITIL Process Suite♦ Developed supporting EMEA material, including training workshops, local work instruction templates and workbooks to tie together tool usage aligned to process.♦ Delivered training via classroom workshops and virtual sessions.♦ Provided consultancy and support, including review of account specific local work instructions.Service Management provision for ESM EMEA Operations:♦ Deployed the global EDS ITIL processes to provide a Standard Operating Environment (SOE) for EMEA. ♦ Developed work instructions for internal SOE EMEA Service Management support that met ISO 20000 certification requirements and played a key role in obtaining ISO 20000 certification.♦ Built up the team to provide operational resource for the Service Management processes, i.e. Incident Manager, Problem Manager etcDeveloping and delivering vanilla ITIL Foundation training:♦ Key contributor to development of global ITIL V2 classroom course and subsequent delivery of that course.♦ Solely developed UK ITIL V3 Foundation 2-day classroom course and subsequent delivery.

Organisational Manager role, appointed in this position from the inception of regionalised leveraged Field Services. Operated a Field Services support model based on a single resource pool for the region. The role grew significantly over the 6 years from providing service to 2 to eventually 20 different EDS accounts and from managing 20 to eventually over 100 staff within the organisation. ♦ Fully managed the associated Cost Centres for the GFS region, which had a combined annual budget of $10 million.♦ Put myself forward to learn about ITIL Service Management best practice and gained the Foundation Certificate in Sept 2003 and the Manager’s Certificate in Oct 2004. Following which developed and delivered an internal classroom ITIL Foundation course to negate the need for staff to attend external training, 101 staff from across the UK attended courses up to Feb 2006.♦ From July through Oct 2005 I additionally covered the GFS Service Delivery Manager role for Client EDS.♦ During the final 4 months in this role I was instrumental in my region taking the lead in piloting, shaping the use of, and showing the benefits of Active Operations Management (AOM).