• Responsible for a large team of Senior and Applications Analysts and DBA’s with a varying range of technical specialities• Accountable for a wide range of business applications used at ECC from Payroll and HR to legacy websites and everything in-between • Responsible for co-ordinating high profile application issues, bring different teams and business areas together to work as one including regularly communicating with senior stakeholders• Strongly involved in programmes and projects to implement new applications, services, and technology• Worked collaboratively with the programme team to transform the application infrastructure by moving legacy systems (100+ applications and 600+ databases) to the cloud environment and rethinking and reskilling the team to be cloud focussed

• Responsible for five varied Service Delivery teams, operational planning and delivery of support, prioritisation of resources, setting and maintaining service standards, implementing best practices, ensuring service level agreements are met and continuity of service• Used professional expertise to translate strategic aims into operational delivery, managing complex issues and escalations, problem solving through to resolution whilst facilitating a positive outcome and delivering value for the customer • Mentoring and coaching team leader development with stretching objectives and moving them towards strategic thinking and planning for both their teams and wider department • Known for trusted and strong relationships, leading, and motivating teams and establishing a positive, encouraging, and empowering culture• Created and drove the Continual Service Improvement process and plan, including addressing areas such as customer experience, internal processes, cultural shift and delivering innovation • Improved relationships between Service Operations, internal IT teams, the project manager community and senior stakeholders including dealing with difficult conversations and situations• Worked collaboratively in high profile project implementations, including cloud adoption, personally defining support for new organisation-wide systems, delivery of satisfactory IT audit results and subsequent resolution of audit actions

• Lead and transformed a newly formed, undervalued team of testers from lacking in confidence, processes, and guidance to a positive, empowered and thriving team • Defined, communicated, and brought to life the vision and strategy for testing within the organisation and for the team • Worked collaboratively with stakeholders to define and implement an improvement plan, including modernising working practices, writing a test strategy, policy, process, prioritisation criteria, RACI, and standardisation of templates• Designed, established, and maintained a resource plan to ensure that resources were focused where and when they were needed• Promoted and increased visibility of testing across the organisation in order to deliver value by improving the quality of the IT service and by reducing the impact of change for the customer

• Fundamental in the implementation, awareness and governance of ITIL best practice (from the beginning to maturity), including providing consultative advice, expertise, support and knowledge sharing • Dedicated responsibilities for multiple lifecycle stages and processes (Service Strategy through to Service Operations and Continual Service Improvement – including Incident, Major Incident, Change, Release, Asset) and unifying the alignment of these lifecycle stages• Enabling delivery of value, translating customer requirements and seeing projects and improvement initiatives through to completion to ensure successful business outcomes • Experience in managing partners and suppliers

• Working across teams to define CSF's, KPI's, measures and metrics• Developing scorecards and dashboards• Performance management• Performance monitoring and analysis• Data analysis - working with large data sets

• Project management• Project life cycle• Project controls and processes• Governance• Reporting• Responsibility for small projects

• Analysing business processes and data sets • Implementing business process change or system change• System testing• Facilitating business change• Training

• Assisting professional development managers• Created and implemented resource allocation processes• Project administration• Project planning