Engaged by Norwich City Council to improve the performance of a recently in-sourced IT Service Desk team and provide support and guidance to an inexperienced team and team lead. • Delivered insight and analysis of current processes & performance, identified areas requiring improvement. • Developed and embedded improved processes which increased the efficiency of the service desk function leading to a reduction in open tickets and improved response & resolution times. • Developed the IT service desk system in-line with revised processes, which allowed improved insight of performance, better management of workload, reduced time for ticket logging and improved reporting. • Engaged with and developed the team through mentoring and coaching, overcoming their resistance to change. • Produced a report detailing findings and improvements I’d delivered, recommendations to enable further service improvement and team development, and an action plan to deliver the recommendations.

As Director of ICT & Change, led the organisation through a period of significant transformation, overseeing IT strategy, cyber security, service delivery, and business-wide change initiatives. • Developed an IT strategy that aligned to the business plan. Built a roadmap to support delivery of the strategy, provide visibility to stakeholders and allow effective planning of resources.• Managed a team of project managers, analysts, and technical experts to deliver projects on time and within budget.• Coordinated with internal teams and external vendors to ensure project milestones were met and deliverables were completed on time.• Provided leadership and guidance to team members, fostering a collaborative and high-performing team environment.• Monitored project progress and provided regular updates to senior management and stakeholders, including programme board and audit and risk committee.• Developed and embedded effective change control procedures.• Identified and resolved project issues and risks in a timely manner to prevent delays and ensure project success.• Budget management for IT and Change budgets, both capex and opex. Managed programme and project finances.

• Overall responsibility for IT strategy, cyber security, service delivery, infrastructure, and architecture.• Restructured the IT team to support the cloud-based infrastructure strategy and improved security through policy implementation.• Responsible for IT procurement, software licensing review, and cost optimization, resulting in significant cost savings.• Managed the implementation of a large-scale IT infrastructure upgrade project, including network upgrades, server migrations, and software deployments.• Active member of the senior management team, contributing to strategic planning and decision-making.

Responsible for IT service delivery & IT infrastructure management. This was a hybrid management/hands-on technical role, managing & developing a team of 4. Reporting to the IT director, my role was to deliver all aspects of operational IT and provide technical resource to the newly formed Business Transformation team, working closely with them to define technical requirements and assist in the delivery of projects as part of a Transformation programme.• Managed IT service delivery and infrastructure management, including support, maintenance, and DR/BC planning.• Contributed to IT strategy, technical requirements definition, and project delivery as part of the Business Transformation team.• Built and maintained relationships with vendors and third parties, and managed IT procurement and operational budgets. • Responsibility for management of the operational IT budget.

• Joining the company shortly after it was formed, initially as part of a 2 person IT team, I built entire IT infrastructure from the ground up, evolving systems to support company growth and emerging technologies.• Implemented and maintained cyber security measures and provided technical support across all aspects of IT operations.• Collaborated with third-party consultants and vendors to leverage expertise and resources as needed.

Supported a data mapping project with the analysis of business rules and a review of both source and target data points. Outputs included documentation of legacy extraction processes.