I have been working with Josh Wintersgill, Founder of ableMove Ltd. A young disabled entrepreneur with a vision of an accessible aviation industry for disabled people. To improve accessibility of people with physical reduced mobility to transfer on and off aircraft with safety, dignity and comfort. ableMove is now moving towards improving day-to-day living with a physical disability. We do this by promoting greater confidence, freedom, choice and safety, in everything we do.

After being promoted previously, I progressed further at T-Systems Ltd when I was appointed as Applications Operations Manager. This role included;• Supporting all T-Systems staff on the EE Account to meet their Service Level Agreements. Helping them to plan their work and work to tight deadlines• Developing and maintaining effective relationships with our customers, managing their expectations etc.• Managing the service contract and ensuring the high performance of all team members• Liaising with various technical departments to resolve problems and highlight impact areas• Identifying problem areas and providing solutions/suggestions for improvement• Being regularly involved in early engagement and project meetings with people from all levels of the business, vendors and support teams.• Providing technical direction, advice and guidance for effective delivery of daily tasks, ensuring that knowledge was transferred to teams including support documentation and processes• Participating in Operational review meetings and vendor management meetings to ensure support met and exceeded expectations.• Responsible for software/hardware contracts and dealing with the raising of the Purchase orders for equipment and licenses, dealing with invoices, procurement of Office Supplies.• Responsible for the gathering of data and submission of Weekly Reports to higher management.I left this role due to redundancy in September 2015.

• Managed a Service contract, overseeing the performance of onsite team members to support applications within the Sales and Self Service Team• Successfully reduced the number of incidents worked on by the team by 50% within seven months• Developed strong relationship management with our service providers, promoting collaborative working to aid delivery against contractual commitments• Maintained accurate documentation of technical support processes and operating procedures • Delivered management information to report on high priority incidents and opportunities for service improvement• Accountable for the efficient operation and maintenance of live and preprod systems, undertaking regular service improvement planning exercises to ensure the service remained fit for purpose • Provided consultancy to the business on future application developments and configuration to meet business• requirements, including development of marketing campaigns and agent workflow changes• Close liaison with cross functional stakeholders including system specialists and technology specific experts• Involved in daily contact with customers to troubleshoot and resolve problems pertaining to Application issues, customer orders & failures, payment failures other service-related issues • Fostered strong team spirit with contractors from two different Indian outsource partners, organising social events to help bond the team.