Lead a team of Service Managers, responsible for overseeing the delivery of managed IT services to cloud based technology into the multi-sector customer portfolio with a value of £3M. Ensuring effective service management tools and best practices, driving high service performance. Key responsibilities & achievements Monitor and drive profitability across 10 key accounts, leveraging customer relationships to profile immediate and strategic opportunities.  Govern and drive outcomes to ensure high quality service delivery and improvement of customer satisfaction across the team and customer portfolio Effectively manage and support business-critical situations and escalations  Engage cross-functional relationships within the business to drive continuous improvement of services

Oversee the delivery of a fully managed IT service to one of the UKs largest multi-channel broadcasters, UKTK, wholly owned by BBC Studios, a commercial subsidiary of the worlds leading public service broadcasters, the BBC. Key responsibilities & achievements: Understand the needs of a media and broadcasting customer and represent them within the business to develop and drive initiatives to deliver continuous service improvements and support innovation of their business needs. Act as the bridge between the customer and our operational delivery teams and establish policies designed to ensure consistently high service performance. Lead regular service and strategic reviews with key stakeholders  Strong ability to manage customer expectations and influence and work collaboratively with technical and non-technical teams  Consistently achieved high NPS (Net Promoter Score) through developing key relationships

Maintain and enhance the service relationship of 16 public and health sector customers within the Hampshire and Isle of Wight Partnership. Contract value of £80m+.Key responsibilities & achievements Identify and engage key customer stakeholders and continually build, strengthen, and maintain key relationships to ensure regular and positive responses to Relationship NPS surveys. Understand the specific needs of each customer and represent them within Virgin Media by translating their requirements in a way that the business can effectively understand and best deliver service solutions to fulfil the needs. Conduct consistent service review meetings to discuss service quality, performance, and issues. Drive outcomes leading to significant and sustainable improvements in customer satisfaction  Effective ownership of service improvement plans and internal stakeholder engagement Two Virgin Media Business staff awards for high performance within first year of employment

Management of 67 operational IT staff, comprising of 7 teams, delivering a range of services to the business and external partners including educational establishments. Services include IT consultancy & advice, IT Programme Management of multi-million £ Capital Builds, regional onsite IT support and IT order fulfilment & associated billing.Key responsibilities & achievements Responsibility for the provision of an IT portfolio and programme, supporting the £237m Children’s Services Capital Build programme; as part of a large new build programme ensure all IT requirements are met for the education customers ranging from large secondary to small rural primary schools.  Effective delivery of performance management of all teams through appropriate target setting, monitoring, challenging, and implementing changes to team structures to maximise productivity. Effective co-ordination of team resources and work, to balance the demands of high-pressure operational service delivery and development projects running concurrently. Stakeholder engagement and relationship management of internal and external parties including business partners, external partners, and educational establishments.Financial monitoring of staff budget and overall fiscal planning including reviewing and amending forecasts for annual expenditure, interpreting supporting information to understand the forecast and identifying and implementing corrective action.

Responsible for the delivery of a large IT programme delivering a centrally hosted “Cloud” IT solution, with an income generation of £2.5m per year from schools and the wider education community.Key responsibilities & achievements Management of all activities and dependencies between each workstream including business and technical strategy, sales and marketing. Monitoring of the programme budget to ensure the in-year and 5-year programme sustainability. Organising and facilitating monthly board meetings with key members of IT including the Chief Information Officer and other stakeholders. Responsible for reporting on programme quality, budget and timescales as well as reporting the sales pipeline, service improvement, finances, and general programme progress. Ownership and co-ordination of service escalations and issues; a single point of contact for the customers until successful resolution. Effectively addressed large volumes of operational and customer satisfaction issues by driving through a number of service improvements including revised sales pipeline monitoring. Co-ordination of all marketing and communication to key stakeholders including the launch of a dedicated service website and seminars for senior leaders in Education Establishments.

Key responsibilities & accomplishments:Responsibility for the provision of high –level business IT advice to generate new business opportunities and managing and maintaining relationships with key partnerships such as New Forest District Council, Test Valley Borough Council and South Downs National Park Association.Successful generation of external income from partners and educational establishments, through a combination of analysis of cost effective opportunities and engendering a dialogue to understand the continuing needs of the customer, through effective customer engagement and delivery of the customer requirements.Instrumental in achieving £2m external income from schools and partnerships.