Agile Coach and a member of the extended Agile Transformation leadership team. Shaping 3000+ GSK Infrastructure Tech team change from project-oriented to product development organization. Accelerating agility adoption (Customer Centricity & Design Thinking, Idea Management, Lean, Agile methodologies) to enable GSK to emerge as a digital leader in healthcare. A coach to persistent DevOps teams, warranting Agile culture and Agile methodology maturity. Workshop trainer.

Responsible for 1) reporting key performance indicators to accountable tiered owners, 2) trend analysis and determining underlying causes, 3) driving service improvements to hit agreed performance targets. Within scope service level management (SLA), vendor performance management, Service Reviews. In this role assigned to: a) a global collaboration service team, then b) a newly established Command Center operational excellence (major incident detection, rapid resolution (SWAT), major incident prevention). A part-time Product Owner to Global Command Centre service - injecting changing customer requirements into incremental service improvement delivery.

Responsible for habitual Lean application in service management: 1) elevated Lean practices to reduce print cost, reduce unplanned service downtime, reduce ticket volume to Service Desk, 2) facilitated annual Strategy Deployment (Hoshin Kanri), Strategy A3 and Kaizen for senior Tech leaders 3), designed and embedded a financial recognition framework for top result improvements across 900+ service team.

Responsible for internal and business change communication for a global End User & Infrastructure Services organization (team of 900+, spread across America, Europe & Asia time zones). Managed all engagement channels (town halls, newsletters, websites). Competently supported leadership team during major service transitions and re-organizations. Matrix manager to a cross-cultural team.

Responsible for validation and quality management, regulatory compliance of pharmaceutical systems, ensuring infrastructure, equipment processes and medical devices meet the needs of the business client and the strict rules of regulatory authorities. Reported simultaneously to SAP Programme Director (focus on deadlines) and Quality & Risk Director (focus on compliance). Line manager.

Responsible for user support, network & vendor management, focus groups & conferencing facility management for a healthcare market research company. Built and supported secure IT infrastructure for mobile executives. Coordinated IT projects for a 200 user headquarters in London and satellite offices in Switzerland and US. Line manager.

Lectures on persuasion & manipulation mechanics in languages, language culture & evolution, linguistic anthropology. Public speaking in conferences. A published academic linguist.