• Team Lead responsible for Front End Service Delivery for multiple priority Unilever brands.• Working with external agencies and internal partners to achieve KPIs.• Achieved first complete KPI set across portfolio of services.• Launched process review and redesign to introduce enhanced ways of working.• Collaboration with business partners to enhance KPIs for Digital Service Delivery.• Supplier selection for Front End support, development and projects.• Creation of improved processes to ensure websites fit for purpose before migration to support.

• Managed Web Operations for leading Hair brands.• Coordination with external agencies to deliver platform enhancements.• Core Web Vitals monitoring, co-ordination and remediation management.• Lead for User Experience workstream, using analytics to identify areas for improvement and cascading across markets.• Introduced A/B testing, resulting in improved ability to take advantage of testing opportunities.

• Delivery of new Service Delivery model and strategy to manage key digital services.• Completed move from agency to internal operating model, reducing costs and improving efficiency.• Workstream lead for multiple service improvement projects to improve website quality.• Creating close partnerships with global teams to improve digital capability.• Project Management and prioritisation of new demand to realise business objectives.• Proactive trend and root cause analysis to improve services.

• Service management of Customer Acquisition applications in a highly regulated environment.• Project manager for application decommission, worked with multiple Vendors and worldwide teams, ensuring all elements completed per standards and on time.

• Streamlined M&S Bank Service Transition process to align with group standards, resulting in significant effort savings, supported by JIRA dashboards to improve MI. • Planned and implemented Change initiative, ensuring Change quality improvements across the M&S Bank estate. Enhanced available Cognos reports and designed new QlikView reports to improve analysis. • Managed Service Catalogue and Knowledgebase migration to group systems of record. Analysis and planning of all required activities to ensure project success. • Improved Service Improvement Planning for business critical services through creation of updated templates and processes. Regular liaison with business teams to report on progress.• Operating Model. Delivered multiple workshops, allowing defining programme of work to set model and allow future team strategy to be realised.• Completion of all Service Transition and Change authorisation activities for new and amended services, ensuring services have zero business impact on introduction or when changed.

• Responsible for Service Design, Transition and Operations across Digital Analytics cloud based applications.• Reduced risk and impacts by preparing and representing portfolio changes at CAB.• Improved applications by working with business leaders and Vendors to deliver requirements.• Delivered application consistency through Service management system maintenance and management of application governance.• Ensured Vendor accountability through performance reviews with Vendor and LOB.• Improved processes for Change Management to reduce risk and improve auditing and control.• Minimised incidents and problems through delivery of sessions to complete handover to support teams.• Reduced business impacts by working with teams to schedule and control releases.• Worked with internal partners to produce Business Impact Assessments for new services.• Review of Applications and Architecture to align business and technology roadmaps. • Risk Management and mitigation, ensuring all Risks are understood and managed effectively.• Data Security Governance and assessments. Ensuring all required Governance in place.• Review and consultation for Technology requirements within contract negotiation.

• Built and led Applications Service team; consisting of 1st and 2nd Line Applications Support and BI Support through to Project Management. Improved team and Applications services through coaching, mentoring and resource management. • Responsible for design and development of ITIL Service Desk for Applications, including all report generation and assessment, delivering an improved service for Operations. • Reduced impact and increased productivity through creation and maintenance of Applications Knowledgebase. Created a process for Operations to submit development requests to the Applications team, improving business relationships. • Maximised business productivity by leading introduction of interfaces and automated process to reduce efforts and errors. • Delivered value through successful management of external Vendor relationships, using SLA monitoring, escalations and workshops to improve service and define the future roadmap. • Risk reduction through the introduction of new processes for test, release and deployment management. • Ensured successful service introduction by designing, delivering and communicating all aspects of Service introduction with key stakeholders as well as defining SLAs and KPIs. • Consulted with Legal teams to define and improve third party contracts. • Data Warehouse Project Manager. Budget >£500,000 with a team of up to 15, including external suppliers, test resource, infrastructure and Operations. • Property Management System Project Manager. Budget >£500,000 with a team of up to 10.

• SQL Server DBA - administration and maintenance of SQL Server estate across the operation. Designed and documented backup strategies for all business critical SQL servers and completed regular reviews to ensure consistency where applicable.• Financial Business Reporting using TSQL and stored procedures to extract, provide and assist in analysis of ad-hoc and scheduled management reports.• Development and training of new starters, documentation of IT business practices and support information.• 1st/2nd Line Support for all casino systems and users. Technical consultant for SQL related business operations and other projects.• Delivery and analysis of operational reports to maximise available MI.

• Head of support department for Business Unit. • Responsible for seamless running of the IT provision.• Improved productivity by successfully introducing new procedures, documentation and reporting.• Delivered digital workflow system reducing costs and time of magazines going to press. • Responsible for ordering and budgeting for new technology and equipment.• Regular liaison with management to discuss business and IT objectives.

• Managed the most dynamic, fast paced Haymarket site; directed all site analyst operations.• Responsible for all site-related technical aspects of IT in a cross-platform environment, from desktop support to e-mail management and network administration.• Managed zero impact projects for system implementations and site moves; coordinated with technical teams and contractors.• Accomplished at reducing analyst response times, increased productivity with improved troubleshooting and more proactive methods.