• Own multiple service lines from a Product perspective spanning Third-Party Maintenance, Backup and recovery, Service Delivery, Connectivity, Managed Hosting and Security Services turning over £70m per annum.• Identified a gap in our portfolio and launched a Veeam Backup and Disaster Recovery as a Service including developing a go-to market strategy, turning over £120k per annum.• Undertaken commercial viability analysis on services to ensure we achieve desired margin whilst analysing inefficiencies in our infrastructure saving £75k per annum.• Undertaken SWOT analysis for each service and service line to match programs and capacities to the market and develop strategy.• Strategised at the service line and service level to provide business wide guidance and direction with the clear definition of customer problems, guiding policies, hard-to-copy strategy development, well defined requirements, risks and mitigating options, high level action plans and service specific action plans.• Work within the guidelines of regulatory and accredited frameworks.• Developed KPIs, northstar metrics, service visions and objectives for the services.• Managed service enablement.• Worked closely with marketing to develop customer facing collateral, write blogs, translate and contextualize pain points within different markets and across services and help develop go-to market strategies.• Developed and communicated business cases for new services to be pitched to the Senior Leadership Team based off a mixture of market, competitor, and customer sentiment as well as quantitative data.• Engage directly with customers to better understand pain points, difficulties with current services, uncover new opportunities within the market or our services, and make sure they’re kept up to date with the latest developments.• Developed processes within the Product team including customer engagement plans, reusable question bank, new service triaging, and tool processes.

• Frequently contact the technical & maintenance planners to ensure all information required to assign a preventative maintenance is captured, administer the CMMS alongside the maintenance team planners including asset modification/creation, task modification, creation, and scheduling within the CMMS.• Helped reduce the waste of company capital by working closely with the lead Royston engineer to cut over 100 redundant maintenance plans and identified improvements to the CMMS as to make the assigning of engineer wrench time more efficient.• Identified and removed/modified over 2000 maintenance plans resulting in a more efficient CMMS as well as a reduction in wasted company resources.• Liaise with on-site engineers, team leaders, management, internal IT and external stakeholders to consult about various change requests to the CMMS and the data within the system and providing insight on these changes such as alterations to SAPs functionality, PPM frequency and/or asset criticality, changes to Preventative Maintenance Routine (PMR) task lists, database access levels and closing off high level actions.• Liaise with the site maintenance planners to discuss progress / concerns and attend the daily planning meeting and responsible for the creation and distribution of various KPIs on a weekly basis.• Make frequent contact with cross-function teams and their leads to gather potentially safety critical asset information such as location, ATEX (ATmospheres EXplosible) classifications, drawing numbers & manufacturer details.• Worked within SAP PM & Frontline Maintenance Management to migrate data and was responsible for time sensitive asset data integrity checks on the data being migrated.• Have identified improvements in the technical planning system that has created a smoother transition from concept of a maintenance request through to scheduling.• Cover administration of the London plant as well as the Royston plant.

• Responsible for data integrity for multiple data sets on a classified program of work.• Promoted to team lead including responsibilities for the training of new hires in the use of relevant software and quality standards expected of the role.• Trained in quality control relevant to the role.