• Assess each individual dog and owner’s expectations and needs thoroughly• Create rehabilitation and/or fitness programs and communicate effectively to owners, vets and other disciplines as required• Continually monitor and adapt sessions based on feedback acquired from owners (and dogs) at every appointment• Create process and procedure documentation and workflows to ensure a professional workplace and consistent environment for all hydrotherapists and clients• Provide excellent personal service and support to every owner and their dog(s)• Manage pool water chemistry on a daily basis and provide training and mentoring to junior staff as required• Specialising in giant breeds (physically and mentally) and hip dysplasia due to personal experience

• Help assist the creation of formal Service Delivery from the ground in the context of Bodleian’s Digital Library Systems and Service• Write service policies, workflows, processes and documentation for the implementation of Incident management, problem management, change management and release management• Manage a team of staff dedicated to supporting Bodleian’s 50+ libraries and colleges and their digital systems (such as SOLO, Aleph and ORA)• Create performance KPI’s and SLA’s to allow management to assess and report on the ILS’ (Integrated Library System) success and direction• Develop and maintain close working relationships with Bodleian’s key librarians, curators and staff to facilitate open dialogue with the ILS team and Operational Management• Communicate with Oxford University and Bodleian staff regarding changes, outages, releases and improvements to the Bodleian’s services and systems• Working extensively with the System Administrators to aligning existing services with Service Delivery and ITIL standards to allow them to be migrated from failing equipment or out of date code to the new infrastructure• Educating internal staff and stakeholders of service delivery’s roll and the mechanisms being created to implement and facilitate the Bodleian’s Mission Statement• Manage all BDLSS new service releases in a timely and controlled manner, liaise with Communications on advertising our successes appropriately• Attend or chair relevant steering group, boards and committees related to the digital shift and ensure BDLSS is aligned and aware of items taking place in the wider university

• Manage customer communications for outages, changes and upcoming releases or events for the EMEA region and worldwide (US, APAC and Bangalore) when required• Setting quarterly and annual goals for the team to encourage personal and team development which are in alignment with global strategy and regional requirements• Ensure the highest level of customer service is provided consistently across the EMEA regional offices by utilising reporting tools for SLA and Customer Satisfaction and managing them and the team efficiently• Develop and present internal and external training documentation and procedures to ensure current best practices are met and understood by both IT and the business• Co-ordinate, plan and create team and individual training and development plans. Ensure each member of the team is set up for success with regular milestone reviews and coaching sessions.• Assess, respond and manage major incidents (regional and global) and communications to customers• Represent the EMEA region on global meetings such as the Change Advisory Board, Problem Management and Service Improvement and ensure any customer impacting items are well managed, assessed and communicated (both to the support teams and our customers) in a timely manner• Manage, on-board and train new acquisitions and work with the M&A team in due diligence when required• Liaise with level 3, level 4 and architect teams in other regions to ensure knowledge is accurate and is passed to the appropriate levels• Budget management• Travel to remote EMEA offices to represent the worldwide IT management team and ensure IT practices and policies are accurate and aligned with the reality of the needs of the EMEA region. • Creating and developing the yearly and 5 year “EMEA IT Vision Statement” and present, along with corresponding QBR reviews, to the worldwide IT and Operations Managers, Directors and VP’s.

• Writing and updating new procedural documentation for the level 2 team, external documentation for users and training documents for new level 1 and 2 staff• Run the Level 2 tickets, prioritising work load and managing escalations for the region’s users, Directors and Vice Presidents• Travelling to remote sites as required for additional support or for project work• Attending the Global Service Improvement Program meeting each week, providing recommendations for the local GEO and providing support and assistance on making global improvements in testing

• Providing 2nd Line Support for the entire EMEA region in systems such as Active Directory, Exchange 2007, Avaya Administration, RSA, Blackberry Manager, Intellisync, Safeboot, XenApp, Access Gateway and basic network administration• Responsible for deployment and configuration of the global hardware image to all new laptops and workstations through our “EMEA Hardware HQ”, as well as re-imaging existing machine.• Providing basic hardware support for HP laptops, such as hard disk drive replacements and installing additional memory• Working with Desktop Engineering on testing WSUS updates and other application updates as required

• 1st line and 2nd line support for internal users, including remote support, password resets, connectivity problems and software support• Logging and chasing hardware issues for a wide range of external customers• Maintaining call queues to ensure the best customer service is being provided at all times• Develop and sustain good contact with the users and external customers to expound the virtues of the IT support team in HPCDS• Working with other departments to resolve issues that cannot be resolved at 1st line level, and working to test and resolve wider annoyances and problems with in-house systems

• Managing the team for checkout and customer service desk - organising rotas, paperwork and staff to ensure service throughout the day• Ensure that customer orders are constantly monitored to provide the maximum customer service possible• Constantly monitor staff and provide training whenever necessary• Ensure my team achieve targets with Homebase cards and replacement cover• Provide the customer with every possible means to enhance their shopping experience whilst in our store

• Ensure excess, damages, RO and RTM stock are all accounted for and delivered at the appropriate time• Complete 100% stock check weekly• Implement display planograms and point or sale for each promotion• Implementing security measures, such as staff checks, limited access and stock protection

• Fresh Aeir - Assistant shift manager responsible for staff and daily rotas• Bracknell Borough County Council - Administrative assistant role responsible for logging abandoned vehicle reports, council accidents and infectious diseases• The Blake Hotel - Bar Manager responsible for orders, accounts for the site (including wages) and staff rotas. Introduced new advertising schemes to attract custom, including PC slideshow, newspaper advertising, posters and flyers• The Beer Engine - Bar Tender role responsible for individual day’s float and till• Argos - Sales Assistant - Ensuring excellent customer service, part-time work whilst in full-time education