Lead the strategic and operational direction of the business unit, ensuring seamless delivery of IT solutions and services. The role involves overseeing client relationships, driving business growth, and enhancing service efficiency while maintaining profitability. Ensure alignment between service offerings and customer needs, fostering a high-performance culture and managing key financial and operational metrics.

Reporting to the COO, leading operations across the North West region whilst driving performance, efficiency and productivity.

Leading and managing the Convergence Service Provisioning business. End to end responsibility for the teams that take responsibility for the delivery of all customer orders, including all aspects of product delivery from; customer service, supplier management, financial and operational handover, to more complex project deliveries.

Responsible for the Project Office function which delivers Networks, Managed Hosting and Communication services across all vertical sectors - for the customer delivery experience from the point of contract signing to customer handover and acceptance.Designed and delivered a transformation programme across Claranet Service Delivery in order to significantly improve the B2B customer experience and core KPI, underpinned by a target operating model incorporating core process changes, CRM transition to ServiceNow, user adoption, site strategy (location change) and skill based recruitment. (Customer Net Promoter +4 to +46, Employee Engagement -20 to +81 & increase against Mean Time To Provide measures including increase in fluidity and £1.2m reduction in stuck orders).Using ServiceNow sponsor of the Omni channel strategy including launch of Claranet Online - Work in Progress view. Responsible for automation strategies, bearer provisioning, project co-ordination and project management, including co-ordination of engineers who are responsible for the delivery of orders and solutions.Supporting new sales and business growth, bid and customer acquisition through service design and pitch – part of a winning team that secured 4 of the largest UK Network deals with Claranet.

Accountable for delivering Ethernet, DIA, IPVPN & MPLS services to all of our Customers in the Direct, Wholesale Reseller and SI spaces within our business.A business with multiple channels and customer groups who buy our full range of products and services and is a business that has grown exponentially year on year, one of the best achievements in the industry across all our product sets. As part of that, we increased our Ethernet penetration in the UK and working closely with our strategic suppliers drove an improvement across industry’s delivery of service.In the Wholesale space we provide Ethernet and DSL layer 2 services for them to build their own WAN, services and applications on top of. In the residential and SME markets we provide managed SMPF/MPF services to large residential and SME customer bases.For our SI’s we provide a range of Layer 2 and managed services into Corporates and government framework opportunities via our IL2 accreditation in the data and voice arenas and for our Layer 3 managed services, customers and partners, a range of complex VPN and MPLS services via our own business solutions network.Responsible for a 150 FTE operation across 3 sites, Warrington (in-house), Belfast (OSP) and Pune (OSP), delivering Business & Enterprise grade services to the various bases.Working with our partners to drive a number of significant improvements to the service, automation initiatives and realising our portal strategies. Focused on transforming our communication channel, launching the online services, providing operational readiness for new additions to the E-Access portfolio, delivering Robotics Process Automation (RPA) and adopting Salesforce as our strategic CRM.

Responsible for Provisioning and Service Delivery of all TalkTalk Business high value fixed line data (primarily Fibre Ethernet and EFM) related services, complex large multi-site solutions and wholesale delivery models.Management of TalkTalk Business' Voice and Data Customer Service, Billing and Provisioning operations serving Direct Business and Partner channels. Developed lean and effective processes, workflow and teams which, in turn, deliver consistent cost effective above target performance through challenging periods of rapid growth and business change.Delivered end to end knowledge transfer and succesful transition of all B2B services as part of a large scale site closure programme.Management and support of BTOR realtionship and Ethernet delivery processes.

Lead and manage a team to support both the TalkTalk Business’ Mobile Operations and Reseller, Dealer & Distribution channels for legacy and next generation Telecoms.*Day to Day operational responsibility for Mobile Op’s and Dealer & Distribution Support teams *Key Customer, Dealer/Distribution Partner Point of Contact/Escalation point *Integration/Customer migration *Dealer/Distribution & Reseller Improvement Plan programme ownerResponsible for providing planning and support across the Wholesale Operations and Direct Customer Services Teams.

To Lead The Mobile Operations Function Within Talk Talk Business, Ensuring That The Highest Levels Of Service Are Delivered To Both Our Internal And External Customers.To Ensure That The Function Is Developed To Meet The Changing Needs Of The Business And Our Customers.To Demonstrate A High Level Of Operational And Commercial Awareness To Maximise Efficiency, And Be A Proven Leader And Developer Of PeopleTo Manage Our Mobile Suppliers Including Supply Chain Responsibility For Mobile Devices.Operational Management Of The Talk Talk Group Staff Mobile Policy.

Lead the Planning & M.I function within Talk Talk Business (formerly Opal), ensuring that the business has the appropriate information to make sound decisions, that service levels to customers are optimised and that efficiencies within the business are identified, tracked and realised.As part of this role was asked to develop, lead and deliver a service level recovery plan for the operational function. Accountable for delivering the SLA required across all processes, development and management of the customer service function, ensuring that resources are maximised and synergies gained across the TTB SME estate (2 contact centres / c150 FTE).Combined with delivering measurements of and improvements to all operational KPI’s, including measures of effectiveness, employee engagement and customer satisfaction.Key Responsibilities:- Work with internal Stakeholders to understand business resource needs- Design and deliver a resource forecasting model- Produce a standard report suite for business- Implement improved staff resource planning model- Deliver improved efficiencies across core business areas- Subject matter specialist for contact centres- Business process development.

Part of ‘One Company’ team responsible for consolidation of customer services operations, post 2 major acquisitions (Tiscali & AOL).Programme lead for design and delivery of a customer services site strategy including all aspects of commercial and contract management, co-ordination of work stream and BAU delivery during site changes.CS lead for an RFP process; for the sale of a South African based contact centre to a global top tier outsourcing operation and pursuant to the purchase, arrangement of a BPO outsourcing contract.

Review of Forecasting, scheduling & performance management processes within customer services, identifying ‘problem’ areas and providing recommendations across 14 locations and 13 core campaigns. Forensic audit of an outsourcing partners billing processes.Finance lead as part of a customer services transformation team; responsible for delivering financial support to a functional team delivering a new operating model, implementing new process and changes within the business to better suit our customers needs.Overhaul of customer services budgeting processes and reporting models to include all CSAT, financial and operational based KPI’s, driving autonomy and responsibility to functional owners and directors.

Outsourcing Partner Accountant

Business Change Function

Project Support Accounting

Cashier & Financial Accounting

Puchase, Admin & General Book Keeping