Governance of IT Disaster Recovery for LBG.Working with Group IT as the main provider of IT DR solutions ensure that the critical systems have appropriate resilience and recovery solutions. Provide regular review and updates of ITDR policy to ensure standards are maintained on alignment with regulator requirements and industry best practice, acting as an SME on policy queries.Delivering BCM criticality assessment and heavily involved in the delivery of Resilience culture/strategy. A key role in the BCM community for LBG driving the delivery of the Resilience programme and a key deliverer of IT recovery and resilience regulator response requests.

Accountable for the end to end IT services provision to the LBG Telephone Banking business unit until December 2012 then the same role for the Finance/Group Corporate Treasury/Audit and Group corporate affairs services. Working closely with the Business unit through integration and transformation challenges.Regular review and drive improvements to IT serviceWorking closely with the operational business and risk management function to manage the functions IT risk appetite. Point of contact for material IT events providing business impacts to Group IT colleagues and senior stakeholders, whilst providing the IT updates to the business units. Regular service reviews and creation of MI. Accountable as Group IT data custodian for over 100 critical systems across multiple areas. A key role in the GS&F business impact assessment. Relationship management with senior business and IT stakeholders. On call provision for all Retail channels and products along with all Group function activities. Providing incident and business unit control support 24*7. Line management of system managers

Responsible for the management and development of a new team of 12 System Managers in Group IT, and accountable to Head of Function for the overall IT service provision of 128 critical Retail services including:• Consumer Banking key systems such as Cards, Personal Loans and the Core Banking System.• Community Banking inclusive of all LBG Branches/ATM’s• Direct Channels inclusive of all Retail Telephony Centres/Online (Galaxy and heritage Internet Banking) / Sharedealing Led the team through major Integration activity resulting in overall headcount saving from 164 to 112. A key achievement was that during this high change activity my Colleague Engagement scores increased with highlight scores :Moved to an overall score of 82 which was 9 points up from our Q2 of 73In comparison to wider Service Operations as a whole my teams score was 13 points up.Compared to the Towers Watson UK High Performance Companies score as a whole we were 4 points up"My manager gives me regular feedback on my performance"…. up 27 points to 100%, this was a fantastic achievement that proves I get the basics right on developing colleagues."I understand how my performance in judged"… 93%, mirrors my comments above.I am very proud of the colleague engagement scores in my team that I believe demonstrate my strong leadership, stakeholder management and influencing qualities.

Accountability: Delivery and management of a specific set of complex business-focused IT Services to Business.Building and maintaining relationships with both Customer and IT technology teams.Provision of business impact during major incidents and crisis calls. Identify and manage material IT operational risks to ensure awareness and appropriate mitigating actions are in place.Ensuring an awareness of IT change within the Business and engaging with Project delivery teams to ensure new services are delivered to a high specification with appropriate non functional requirements achieved.Representing IT on Business service reviews with key Business stakeholders.Creation and maintenance of support documentation for IT delivery teams (Incident helpfiles, service categorisation, Risk logs, Service Catalogues)Accountable for the identification and facilitation of Service Improvement activities ensuring cost benefit applied in every circumstance.Achievements : In partenership with the Risk function, the delivery of an end to end Risk framework, inclusive of supporting process, documents and governance for Service Management.Designed, implemented and then launched a training pack to facilitate the development of over 60 Service Management colleague’s on IT risk management.Instrumental in delivering stability to 2 key IT systems by driving the appropriate actions, influencing priorities within technology teams and Business IT, significantly contributed to the record IT Service Performance for 2008 and 2009 receiving formal recognition for my exceeding commitment and contribution.Implemented a number of Service Improvements, co-ordinated risk mitigation actions, integral to the delivery of key service projects to drive down the risk profile for my IT systems. Recognised as a high performer within Service Management and was placed on the talent pool in my 1st year and on t a succession plan for Senior management roles.

Provision of the Incident & Problem Management for the Insurance division ensuring 1st line Helpdesk service provision met Business SLAs. Representing IT service with Insurance executive on a monthly basis.On call provision for all Major Incidents owning Crisis activity and communications to ensure effective resolution of Business impacting incidents. Drive, lead and develop through performance management a geographically dispersed Incident team, organising workload and providing support to ensure the effective delivery of the Incident and Problem service.The provision, interpretation and analysis of Incident Management Information reporting for all business divisions and Group IT Management, ensuring information is acted upon by Business IT, 3rd party suppliers.Managing and being accountable for a team of 12 during core business hours ensuring appropriate resourcing, technical skills and experience in place to provide a quality service to business stakeholdersRecruitment of staff during major re-organisation of the Incident and Management functions.The development of strong peer to peer relationships within Business IT, GT and where appropriate 3rd party suppliers to ensure strong influencing and trust in placeAchievements :Led workstream's for the transition of Incident and Problem into separate functions, then latterly move of Incident management to Shift based working. Designed and delivered support process and documentation, involved in Union negotiation and led recruitment. Represented Incident Management in IT Leadership Team meetings, reporting on critical service issues to senior Business and IT stakeholdersLaunched and led a service improvement initiative within the Incident Management Shift function, delivering a simplified Incident agenda, successful delivery of improved support documents, creation of team OLA and a training and induction plan.Performance m'ment responsibilities resulted in 3 colleagues achieving promotions within a year.

Accountabilities : Facilitation and co-ordination of major Work Area Recovery site tests, providing the assurance of IT recovery procedures and provision of IT desktop kit through audit and reporting on the tests.Provision of consultancy to Business Continuity Management senior stakeholders with Business Divisions for the development and improvement of Business supporting IT Systems.Assuring the recovery of IT Systems through the facilitation, co-ordination and auditing of IT Service disaster recovery tests.Contribute to development of Service Continuity specific business cases providing technical expertise to ensure accurate representation in business cases.Ensuring a single repository existed for all key service and Building recovery procedures and maintaining those procedures.Identifying material Service Continuity risks to Service Managers and ensuring appropriate actions taken and awareness within the Business Continuity communityAchievements : Defined, developed and then implemented the strategic Service Continuity policy which is used for the development of Service Continuity best practice in project delivery and annual testing.Implementation of a service management role and supporting documentation for the Work Area Recovery discipline of Service Continuity to assist in contract negotiations with the 3rd party provider.Lead on the GDPS data centre tests, which were proven to be successful and achieved FSA sign off to data centre recovery risks.Co-ordinated and successfully proved key site WAR test which included over 30 departments.Co-ordinated Service Continuity's involvement in the delivery of the North West Sungard recovery site. This included working closely with the Group Project team and Group Business Continuity stakeholders, and co-ordinating and creating the test and reports to successfully implement it as a live site.

Responsible for the co-ordination of performance load testing for browser based systems.Managing a team of Mercury technicians and providing MI for the "fit for live" status of new systems.

Project Managed the delivery of a new suite of monitoring tools to the 24*7 shift operations. Additionally ensuring support requirements achieved for the successful delivery of Intelligent Finance.

Providing monitoring of systems on a 24*7 shift rota

Helpdesk for Halifax PLC

Clerical activity in the mortgage and personal loans business.