The IT Operations Centre (ITOC) service conducts real-time monitoring of the core technology, infrastructure, applications and services within the Home Office, providing a consolidated operational view of the Home Office technical estate and facilitating 24/7/365 support and recovery.Contribute to setting the ITOC strategy, focusing on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time monitoring, automation and industrialisation of services.Lead the ITOC shift teams to ensure services are effectively on-boarded and monitored, incidents are addressed, and services are restored within agreed service level agreements.

Supported several Police & Homeland Security products/services as a Senior Service Manager. • Ensuring customers receive the highest level of service from the Enterprise Services teams and managed suppliers.• Managing internal and external supplier performance in the interest of the customer.• Stakeholder management to effectively communicate and collaborate with non-technical and technical stakeholders, 3rd party and internal suppliers across government teams to ensure alignment.• Identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services.• Reviewing supplier financial performance including invoice validation to identify cost reduction opportunities. Support multi-mullion pound service contracts.• Identifying, managing and escalating service risks appropriately.

Responsible for delivering subscription services to over 20 Embassies and Consulates within Europe and Central Asia as an internal supplier to the FCO. Management of 7 engineers; 3 in the UK, 3 based overseas, plus one junior engineer. Geographic area of responsibility are the Balkans & Southern Europe.Support all protective security and communications hardware, cryptographic assets, IT network support plus secure logistics. Ensure the operational integrity and availability of these systems to assure the environment in which HMG staff overseas create, process, store, and communicate classified information is safe and secure.Service Reporting/SLA Compliance Service Desk/Event MonitoringChange/AIS/BAU Support

Accountable for strategy, management and delivery of new and existing global services to central customers . Key responsibilities include: • Service Planning• Service Design & Transition• Service Performance (supporting regions) and customer management• Service Assurance – Risk and Change management• Ensuring Governance structures support all customers• Represent Service Management on Joint Management Board meetings• Maintain team’s professional development & knowledge; mentor direct reports

Lead technical specialist operating in a high threat enviroment; responsible for all aspects of service delivery for the maintenance and repair for all FCO technical and protective security systems in Afghanistan. Also the in-country service lead for classified logistics.• Ensure full compliance with the SLA/KPI requirements• Be the FCOS champion at Post & liaison for all FCOS delivered projects at BE Kabul• Provide extensive technical added value to a Post operating in a challenging environment• Lead and mentor the technical team at Post; including FCO colleagues & local hire IT Support Officers• Active member of the Post Security & Health and Safety Committees• Member of the Embassy Crisis Management team• Technical Security SME for RTSS Asia-Pacific• Keep abreast of the latest developments, products and services from FCOs. • Regular communication with the RLT in Bangkok around workload and risk.

Regional management and maintenance support of all classified IT and technical or physical security systems deployed across China, Mongolia & North Korea.• Manage transition activities into new service delivery model across the region.• Provide a technical and physically secure environment for diplomats to operate.• Stakeholder management; senior management at overseas missions and customers in the UK.• Scheduling of regional visits to meet SLA requirements, monitor workloads & ensure timely returns.• Management, mentoring and development of Junior STSO and locally employed IT support officers.• Work closely with the Logistics Planner to manage the risk in ensuring regular classified deliveries into the China Network.

Technical security countermeasures activities on behalf of the FCO and wider market customers; both in the UK and overseas.• Conduct technical security vulnerbility inspections and construction supervision on behalf of the FCO and wider market customers worldwide. • Installation and support of in-place radio monitoring systems overseas and in the UK.• Liaison role with wider market clients to provide an assesment of their requirements, to cost for service provision and to manage resourcing of the required works. • Other specialised tasking, including the evaluation of new technologies and development of innovative technical search equipment and techniques.

A field based engineering and investigative role to keep the UK civilian radio spectrum free from harmful interference.• Investigated and determined technical solutions to domestic, commercial & safety of life radio interference complaints within the agreed timeframe, including 24/7 callout provision.• Worked collaboratively with colleagues in other departments; providing them with evidence and information regionally to help shape strategic and policy decisions. • Investigated illegal broadcast stations (pirate radio) including evidence gathering, directed surveillance, warrant applications and enforcement action including formal interviewing of suspects.• Provided evidence as a technical witness in court; explaining technical matters to Judges/Magistrates

Part of a small team dealing with customer contacts within the clean water business.Excellent customer service skills fostered in this role; investigating and assessing compensation payments for customers under OFWAT regulations.

Providing technical support for a wide range of mobile and static telecommunications systems; including cryptographic equipment.• Served at two large Military HQ’s supporting all secure voice, data & video services.• Commander of a small detachment deployed to a large NATO HQ in Naples, providing secure voice communications to multi-national commanders during the Kosovo conflict. Included regular briefings to senior officers on the capabilities of British military communications systems deployed in theatre.• Served as a permanent staff technical trade instructor at a TA regiment