My role involved leading the implementation of the Leisure Services Review programme and related projects, providing - in close collaboration with the programme office - the appropriate support to ensure all associated work is consistent with the Council’s vision and priorities, and achieves the required savings.

Income generation for the library service through consultancy projects and joint-working arrangements with other local authorities. Raised the profile of Northamptonshire library service and built contacts among prospective clients by organising commercially-sponsored conferences, speaking at similar events, and successfully putting the Service forward for external awards.From March – July 2013 my remit included managing our ‘Learning Resources for Education’ service (ie school library… Show more Income generation for the library service through consultancy projects and joint-working arrangements with other local authorities. Raised the profile of Northamptonshire library service and built contacts among prospective clients by organising commercially-sponsored conferences, speaking at similar events, and successfully putting the Service forward for external awards.From March – July 2013 my remit included managing our ‘Learning Resources for Education’ service (ie school library service). Show less

Responsible for strategic advice to regional and senior management on library and information services Managing library supply contracts worth £1.5mMain achievements: Rationalisation of e-resources, saving the organisation £300k per yearDealing with inherited payments backlog worth £250k by redesigning 'payment to pay' (P2P) processLeading Information Policy & Planning team through re-structure while maintaining effectiveness and morale.

Responsible for advice on managing change and library procurementProduced, in response to strategy changes, a 'Changing or Closing your Service' guide to library closures Designed and implemented a database of library changes and closures used to brief our Press departmentCarried out a strategic review of libraries in Central and South Asia, leading to further efficiency in our libraries

25%) Responsible for advising the Regional Director regarding libraries and 'information services' in BC Latin America offices. This included:Public enquiry handling and front-of- house customer serviceDeveloped a regional customer service strategyAdvised one of the offices in developing a call centre

Responsible for coordinating project planning and knowledge sharing across an 80-strong department, and for providing our libraries overseas with change management advice through a team of 8 'change facilitators' whom I recruited & managedDeveloped and rolled out a comprehensive set of customer service standards for BC librariesEdited and published 'Infonews', the internal magazine for BC library staff worldwide (500+) Managed high-profile six-monthly staff conferences and… Show more Responsible for coordinating project planning and knowledge sharing across an 80-strong department, and for providing our libraries overseas with change management advice through a team of 8 'change facilitators' whom I recruited & managedDeveloped and rolled out a comprehensive set of customer service standards for BC librariesEdited and published 'Infonews', the internal magazine for BC library staff worldwide (500+) Managed high-profile six-monthly staff conferences and planning weeks, including event design and logistics. Show less

Led the transformation of the Information Centre - an internal service handling thousands of internal and external enquiries on all aspects of British Council work - into the organisation's customer-facing call centre. This was done by:Clarifying its mission and focussing on itShedding work that fell outside this missionRe-motivating and professionalising staffProducing a development planAttracting increased resources (staff and money) to implement this plan

Managed the successful roll out of a library management system to 90+ sites overseas over 20 months. This included:Carrying out and coordinating installation, training and helpdesk supportmanaging the contract with the supplier and liaising with our IT department to ensure testing and compliance issues were dealt withDeveloped an ad-hoc training course which was delivered to all sites through 50 workshops in overseas (personally delivered 22 of these)