Project management for multiple projects working with the program office supporting discovery, design, define and execution to best fit cloud solution. • Governance and communication with respective stakeholders with partner and customer organisations• Project planning, implementing to budget, working with Implementation Teams and Technical Architect Leads• Work with internal teams to gather/analyse Client requirements and match to solutions• Program management & oversight of the deliverables & resources distributed across different technology teams• Assess, structure and implement governance and tooling to assist and drive transparency and accountability• Drive high client satisfaction and develop trusted relationships with client stakeholders from whom regular formal feedback can be obtained• Drive best practice within team, identifying and executing efficiencies, while showing leadership on either side of delivery

Responsible for strategic initiative programmes, driving Azure Cloud and Off-Shoring initiative’s• Senior Stakeholder management through-out a £30m transformation programme to migrate customers onto Azure cloud or On-Premise Data Centre• Successfully presenting Azure cloud business benefits to customers, targeting a 40% success rate • Single point of contact for all enquiries on Azure cloud & On-Premise migrations from service account teams and customers • Off-shored customer services to India successfully, improving customer satisfaction and cost savings (£)• Create customer content for Account executives to have strategic business discussions on Azure cloud versus On-Premise Data Centres and Off-shoring services capabilities • Negotiated with Account Teams and customers to agree migration dates, to achieve migration onto Azure cloud or On-Premise in 2020, achieving a 100% success rate to date

Responsible for all aspects of programme leadership, driving a workforce transformation initiative • Led a $6m transformation programme in the EU, ensuring the optimisation of key workforces• Drove an outsourcing initiative, overseeing selection of a vendor to complete low-skilled work• Directing team of 5 to determine & integrate vendor, deploying work across 20 EU countries • Oversaw the enhancement of engineers’ skillsets to enable the successful project delivery• Devising & developing highly-skilled training paths to roll-out phased plan on-time & budget• Achieved a 60% transition rate for strategic locations, diminishing impact to customer journey• Efficiently assimilating 20 FTE’s into Professional Services, facilitating overall communication • Delivered a new training model to allow highly-skilled staff to execute c.20 work requests p.m.

Responsible for top-level service delivery leadership, client engagement & continuous improvement• Led a team of 80+ staff in delivery of support to UKI clients, acting as key point of contact• Built performance & cost P&L controls, establishing KPI targets & overseeing $18.8m budget• Oversaw issue resolution, overseeing escalation & management of critical severity 1 incidents• Directed continuous services & technology improvement activities, incl. software upgrades• Key to achieving overall customer satisfaction, realising an NPS score of 95% q/q across UKI• Reviewed efficiency of Professional Services, cutting support hours to win 5% yr-on-yr saving• Led global initiative to reduce Service Managers’ workload, optimising efficiency & work flows• Generated a £220k cost saving from activities, reducing staff from 7 to 5 Service Managers• Drove a customer-focused model, creating flexible shift patterns for Regional Engineers

Freelance service consultant providing Business Analysis, Service Improvement programmes, Service Management and Project Management consultancy.

Responsible for all aspects of project leadership and delivery, driving innovation and transformation • Managed the team of 25 senior staff to efficiently deliver a £500k transformation initiative• Led an UK-wide NHS national programme to drive innovation and enhancement (NPfIT)• Directed tender processes to ensure selected vendor met pre-defined SLA's requirements• Oversaw supplier selection process, transitioning existing service desk data to new platform• Embedded ITIL frameworks to effectively coordinate 50 staff across IT and change services• Developed pioneering NPfIT training team, creating key materials for distribution to 5k staff • Defined & integrated business case to transition 4 applications/6 staff into a Central IT team

Responsible for all aspects of service management and leadership, including determining key metrics• Remit for service performance & cost in all Support Teams in the UK, Hungary and India• Devised new SLA services, overseeing service desk, issue, and change management• Managed 110 infrastructure support staff, defining & determining key team SLA performances• Responsible for outlining budget controls and cost P&L organisation, allocating a £4m budget • Engaged supplier, leading negotiations & enabling enhancement of communication channels • Integral to optimising existing processes, increasing customer first time fix from 82% to 95%• Revamped ineffective contracts, incl. initiating innovative £5m outsourced service agreement• Improved cross-functional work & training models to achieve 20% q/q profit• Reduced number of FTE’s required to support new customers, whilst retaining standards• Drove process improvements to decrease aged customer incidents >10 days from 18% to 9%

Responsible for all aspects of operational leadership, P&L control of £25m budget p.a.• Leadership and management of 200 staff via a team of 8 Service Delivery Managers • Owned all ITIL functions, i.e. Service Desk, Incident, Problem, Change Capacity, Availability, Release and Reporting• Implemented strategic change and transformational initiatives, engaging stakeholders• Key clients: National Air Traffic Services, London Underground, Metronet, Tube Lines, Credit Agricole, British Airways Pensions