A significant change period for the organisation with AXA Life business sold to a new company, Friends Life and subsequent outsourcing to DiligentaOverall operational responsibility for an IT Service/Support team, providing expert IT support and training, oversight & engagement with other IT teams across multiple UK and offshore sites• Excellent IT Service Delivery, recognised through satisfaction surveys and delegate feedback and improved overall customer perception of IT Service• Providing strong people management to lead the team through enormous change, uplift their capability and develop their potential• Continuously transform and expand the role of the team, seeking opportunities to add value to the business• Build strong relationships with project teams and ensure that they aligned to IT Service• Technical support and expertise to key projects, including user migration of 2000 staff from AXA equipment to Friends, migration of all Friends Life owned applications & data from AXA, transition to new TCS hosted Service Desk

Responsible for running a number of service improvements as part of a major IT change programme to ratify and improve the IT infrastructure and support for AXA UK (around 10,000 staff across over a dozen UK sites). The primary aim was to improve user experience & reduce downtime. Key achievements include:• Rapid creation of a feasibility report, scope and costs to run a pilot providing expert local deskside support to 4 UK sites supporting 1,000 users, quickly evidencing viability. • Quickly plan and implement a 3 month trial, establish and build stakeholder and business relationship management to ensure concise communications and to ensure the role is developed to give maximum value• Effectively measure user satisfaction and feedback, create communication packs, MI analysis, board papers and recommendation to proceed beyond pilot exercise• Smoothly rollout new deskside service to all major UK AXA Sites supporting 10,000+ users, including recruitment and training of 22 new staff in just 7 months• Establish and embed service offering expert advice, support, best practice and IT Training (MS Office)

Move from Service Desk back to Technical & project support and management. Key achievements included:• Onsite project management of NT4 to XP migrations at multiple UK sites• 9 months spent in London supporting head office and executive user community, including successful knowledge transfer of onsite support to a remote support model• Technical 2nd & 3rd line incident resolution, security access requests, out of hours support. • Finally responsible for running 2nd/3rd line support team for the AXA contract delivering a high standard to strict SLA’s

Initially part of a project team consolidating multiple service desks and IT Support offerings across a number of AXA acquired UK insurance companies. Responsible for knowledge transfer, documentation, implementation of ITIL procedures and policies, co-ordination of rollouts, stakeholder management and MI reporting. 11,000 staff moved to one single Service DeskOn completion of the project, operational management of the AXA Life part of the Service Desk for around 9 months during a period of embedding knowledge, recruitment of new staff and process improvements

Managed a team responsible for 1st and 2nd line incident resolution, user account access, change requests, local moves and incident escalations Supporting key projects, including relocation of over 2000 staff to brand new office premises, migration from OS/2 to NT4 operating systems and Year 2000

Working in group final salary pensions, running a team of administrators. Responsible for more complex quotations and larger schemes, presentations at Trustee and Board meetings, training of junior clerks and new starters. Final position was working on an IT project to replace the pensions mainframe system with a bespoke package