Responsible for the ITS Service Operations Team, covering Service Desk, AV and Technical Operations providing IT support across the business. I also contribute to the development of the IT supplier, purchasing, asset management and service delivery, making strategic decisions for the medium to long-term. I am passionate about IT Services and strive daily to improve the relevance, efficiency and quality of services and support provided to the University. Responsible for a team of permanent and contract staff covering a diverse range of services, defining strategies, validating, and justifying business needs, conducting feasibility studies, producing high-level and detailed business models, preparing business cases, overseeing development and implementation of solutions, considering the implications of change on the organisation and all stakeholders. I work alongside our contracts team managing the supplier relationships with our partners, including monitoring supplier contracted SLAs that underpin the OLAs and SLAs of the services, supporting on the procurement and establishment of standard supply contracts for the supply of high-volume IT software and hardware products.

ICT Senior Support Manager managing a team of 20 staff whose success is based on the building of long-term customer relationships by understanding their business challenges and objectives. A highly responsible and reliable strategic thinker, combining technical capabilities and a solid service delivery background with excellent people skills. Experienced in working closely with project delivery and product delivery teams in an agile environment to innovate, contribute to roadmaps and achieve strategic outcomes. Adept at stakeholder management of a diverse set of customers. Has built a strong reputation within the IT sector of trust and high professional integrity from both clients and internal teams which has been fundamental in sustaining long term partnerships. Strong track record of working with commercial teams and leading IT support teams. I proactively drive to exceed expectations. Strong combination of solid technical skills, analytical and commercial understanding and recognise the importance of stakeholder/supplier management and engagement. A driven professional with a focus on continuous improvement, adept at developing relationships and managing multiple stakeholders to achieve outcomes with the ability to influence change. Strong leadership skills having managed both small and large IT delivery teams. I also manage the budgeting and procurement of end user client technology under the college renewal programme; managing technology purchases and distribution of over £5m and software purchase distribution of over £2m per annum. Awarded Imperial College Expectations Award for positive approach in 2018 and nominated for the President Award for transformation delivered in the area of Technology in 2017.

Managed a team of ICT Specialists responsible for the quality of support and advice provided by ICT to Imperial College Business School. It is my role to deliver a single point of contact into technical and non-technical resources, from chasing the progress of incidents and problems through to arranging support and assistance for operational activities that underpins the direction of the Business School. I ensure that ICT delivers exceptional levels of service, as well as providing the Business School with a single point of contact for day to day issues and plans, making sure that customer satisfaction is continuously improving and the performance criteria of the service level agreement (SLA) are being achieved at all times. It is my intention to build valuable lasting relationships with Business School customers.I have the following skills and abilities that allow me to fulfil this role:• Proven customer support experience in a large scale and diverse environment• Strong customer and analytical skills in a support environment• Knowledge and use of the ITIL Service Management software Service Now• An understanding of Service Level Agreements and their application• Experience of working in an ITIL-influenced environment• Represent ICT in customer facing situations in a professional manner• Act as a leader, inspiring confidence and assisting others to adapt to change• Proven IT and management experience• Excellent interpersonal skills, with the ability to communicate clearly and effectively to both IT and other College staff and to lead by example• Build lasting relationships with faculty contacts and leverage these relationships to best support the business• Good inter-personal and communications skills• Good analytical skills, structured and methodical approach, highly organised• Strong service attitude, striving for efficiency and effectiveness• Commitment to quality standards and continuous service improvement plans

Managed a team of 10 (IT Specialists/Analyst's) delivering IT support within Imperial College. 10 technical experts who provide everyday desktop support for the staff and students within the Faculty of Engineering comprising of some 4000 customers, whilst ensuring the wider University strategy is followed.• Develop and maintain effective relationships with key stakeholders. Tasked with the primary IT point of contact for all business solution requirements. Maintain a high degree of visibility, ensuring appropriate guidance, co-ordination or resolution is provided.• Identify Faculty/Department service development needs and work with ICT sections to enable provision of the services to agreed service levels.• Engage and work closely with key programme teams and support functions, to understand business operations, challenges and future plans and priorities• Participate in appropriate business forums and meetings to contribute to business planning and execution. I proactively consider and identify areas where technology can assist and enable the delivery of more effective and efficient business transformation solutions• Delegates work to staff members; sets clear objectives and ensures they have the appropriate responsibility and authority to achieve them.• Ensure regular communication takes place and teams fully understand ICT strategy, major programme, project and service plans and that any significant changes or initiatives are explained and communicated effectively.• Participate on ICT committees, task forces, and workgroups• Assist implement and support a robust network and Desktop infrastructure.• Advise customers on their use of the IT infrastructure.