Sycurio (Formerly Semafone) Global Leader in PCI-DSS Enterprise compliant payment solutions. £60m Turnover and 120 Employees Globally. Owned by private equity investor Livingbridge. • Global Leadership of Professional Services team consisting of PMO, Project Managers, Technical Architects and Project Engineering. Delivering Sycurio solutions across on-premise, private cloud, AWS and hybrid environments.• Led assessment & change of professional services organisational structure… Show more Sycurio (Formerly Semafone) Global Leader in PCI-DSS Enterprise compliant payment solutions. £60m Turnover and 120 Employees Globally. Owned by private equity investor Livingbridge. • Global Leadership of Professional Services team consisting of PMO, Project Managers, Technical Architects and Project Engineering. Delivering Sycurio solutions across on-premise, private cloud, AWS and hybrid environments.• Led assessment & change of professional services organisational structure. Building a more scalable robust structure of support and accountability. • Implementation and management of key project and performance KPIs & SLAs to measure and manage team performance. Key metric introduced “time to value” (TTV) to determine the time between the customer contracting with Sycurio and the solution being delivered where the client could deploy Sycurio services.• Build and nurture partnerships with business unit leaders, securing sponsorship and fostering a culture of collaboration to accelerate the adoption of continuous improvement. • Provide updates to the CEO, Board & SLT on strategic and tactical programmes to ensure alignment with timelines.• Lead the creation and implementation of robust frameworks, processes, and workflows, ensuring the focus on efficient project delivery and compliance with regulatory requirements. Improved project governance processes and guidance for implementing continuous improvement plans.• Departmental P&L and budget ownership • Led the migration from percent complete to milestone revenue recognition for professional services revenue.Key Projects & Achievements:• Improved solution build times by 80% through driving automation & process improvements.• Achieved headcount savings of 25% over 9 months saving circa £300k p.a.• Successfully reduced professional services backlog from £2m to under £500k. • Development of PMO for effective resource coordination, cost management and prioritisation to ensure efficient project delivery. Show less

The Avaya Partner Community Council (PCC) is an independent organisation that helps build the partnerships and collaboration between Avaya and their partners.Born out of the Nortel We work together with Avaya to drive road maps and enhancements to products, services and systems that partners sell, implement and support Avaya solutions.The PCC runs two events per year in the Spring and Autumn, where partners are invited to attend the three day conference that has a opening… Show more The Avaya Partner Community Council (PCC) is an independent organisation that helps build the partnerships and collaboration between Avaya and their partners.Born out of the Nortel We work together with Avaya to drive road maps and enhancements to products, services and systems that partners sell, implement and support Avaya solutions.The PCC runs two events per year in the Spring and Autumn, where partners are invited to attend the three day conference that has a opening keynote from Avaya that has previously included the Avaya CTO, International Channel leads and other senior speakers. Multiple sessions then run on solution design, solution support and business tools. These sessions are split across mid-market and enterprise product sets and we often get product managers and senior representation from Avaya to present and interact with the partners.We also have an exhibition and demo area that is supported by Avaya and Dev Connect Partners that include Virsae, Pridis, Spectrum, Xima, and a number of teams form Avaya demonstrating the latest applications and hardware available.I am a member of the steering committee and help with the organisation of the events feeding into the product streams and Avaya to ensure that appropriate topics and content is presented. I think this is one of the best kept secrets within the partner community, after attending our first event in 2017 I have joined the steering committee and we have attended every event since with a number of our staff attending the event. This event is a great opportunity for partners pre-sales, solution architects, tech support and operational staff to attend to build relationships and gain new knowledge on Avaya. Show less

AdEPT Technology Group Plc. (Formerly AdEPT Telecom Plc) Was a leading UK Telecommunications provider specialist in connectivity and fixed-line telephony. Evolved into MSP in 2015 through acquisitions of smaller technology organisations including UC/CC specialists and IT support organisations.• Leading pre-sales/sales engineering, deployments & installation, PMO, project management, support, service management, billing and business operations teams. • Drove implementation and… Show more AdEPT Technology Group Plc. (Formerly AdEPT Telecom Plc) Was a leading UK Telecommunications provider specialist in connectivity and fixed-line telephony. Evolved into MSP in 2015 through acquisitions of smaller technology organisations including UC/CC specialists and IT support organisations.• Leading pre-sales/sales engineering, deployments & installation, PMO, project management, support, service management, billing and business operations teams. • Drove implementation and adoption of new Group CRM and Business Process Systems to manage workflows across the whole operation including sales, pre-sales, sales support, project management, accounts, renewals, implementation and support.• Aligned to ITIL practices to ensure customer interactions were more accountable and provided actionable management information.• Introduction of process documentation systems detailing standardised frameworks & processes for departments within the business.• Implemented a programme to improve project governance and developed a framework for implementing service improvement plans.• Devised and implemented a future-focused roadmap, providing regular updates to leadership teams and ensuring alignment with group objectives and risk mitigation strategies.• Oversaw management and reporting of customer escalations to SLT, Board and regulatory bodies such as the OFCOM, ensuring timely response and resolution while implementing measures to enhance customer experience and operational resilience.Key Projects & Achievements:• Led a customer-first culture and one of continuous improvement. • Analysis & optimisation of operational processes leading to improved project delivery times.• Implemented contract & engagement improvements for clearer scope control.• Design and execution of organisational restructure to support growth, scalability, and efficiency.• Capacity management & team utilisation improvements, through management of key KPIs and SLAs. Show less

My varied role at AdEPT focused on the overall development of business operations and management of service delivery. I was responsible for developing and improving general operations across the business and all aspects of service delivery. Such a varied role gives me the ability to understand how all the processes and operations interact as projects and solutions move through the business from sales to fulfillment and finally in-life support. Understanding what is required from every… Show more My varied role at AdEPT focused on the overall development of business operations and management of service delivery. I was responsible for developing and improving general operations across the business and all aspects of service delivery. Such a varied role gives me the ability to understand how all the processes and operations interact as projects and solutions move through the business from sales to fulfillment and finally in-life support. Understanding what is required from every team to deliver our solutions to our clients is essential to being able to start to increase efficiency and maximise profitability. Continuing to operate businesses without management and review of operational processes can often hold a business back from development. This is key to keeping on top of employee satisfaction, enjoyment and longevity within an organisation.• Implementation of new CRM and Business Process Systems to manage workflows across the whole operation including sales, pre-sales, sales support, project management, accounts, renewals, implementation and support.• Used CRM implementation to drive a change of culture within the organisation to ensure that customer interactions were more accountable and provided management information to the business to help guide growth and justify resourcing planning and decisions.• Development & evolution of structure, defining roles and responsibilities of the teams to allow strategic planning against growth. • Implemented governance for project completion and guidance for implementing customer service improvement plans.• Introduction of process documentation systems detailing standardised frameworks & processes for departments within the business.• Currently working on developing a digital marketing strategy to stimulate growth within the business.• Development and launch of a hosted voice platform project as a service provider. Show less

At Siptel I was primarily responsible for the delivery of service, but have been engaged in many other core aspects of running and managing the business. I work passionately developing the technical, delivery, and business strategies internally and forming strong partnerships with vendors and clients. This has been made easier for me over the years with the support of the excellent team we had at Siptel. Siptel offered both on premise, hosted and cloud based IT, Voice and Data… Show more At Siptel I was primarily responsible for the delivery of service, but have been engaged in many other core aspects of running and managing the business. I work passionately developing the technical, delivery, and business strategies internally and forming strong partnerships with vendors and clients. This has been made easier for me over the years with the support of the excellent team we had at Siptel. Siptel offered both on premise, hosted and cloud based IT, Voice and Data solutions. Continually developing solutions with the latest technology and products. Siptel worked with Microsoft, Cisco, VMWare, Avaya, Netapp and other leading technology vendors to deliver our solutions. Also using carriers including Vodafone (THUS/C&W), COLT, BT to deliver MPLS, P2P, internet and minutes to our clients.Siptel Achievements:• Managed design, deployment and development of hosted/cloud telephony platform for Siptel. Supporting 500+ users with UC & contact centre functionality. Avaya CM based VoIP cloud/hosted platform for our hosted clients. Fully redundant design utilising SIP Trunks. Connected to clients using private MPLS network and dedicated IP connectivity.• Responsible for technical delivery of transformation projects for major UK contact Centre, including technology refresh projects and supporting up to 5000+ users.• Managed Full SIP Avaya AACC deployment. Deal worth circa £3m. 3000 seatAvaya AACC Contact Centre, 5000 Avaya SIP Users and 6000 LYNC users. Responsible for delivery of the Avaya elements, with a strong understanding of LYNC, AcmeSBC and COLT SIP trunking.• Managed and maintained the Avaya Service Expert Status.• Achieved ISO 9001, and Achieved Investors in People (IIP).• Winner of 2009 CNA Award for Avaya SIP Project displacing Cisco Call Manager with Avaya SIP Solution.• Working with primary defence contractors to install and support telecoms systems on Royal Navy ships. Show less

ECS Comms was setup specifically to address a gap in the Music Festival and outdoor events market to supply telecommunications and internet services to the promoters and organisers.We specialised in short-term, high capacity events where a fluid, dynamic approach to delivering these services were paramount. It was a tough personal decision to leave a good job, and set out on my own, but it was very worthwhile and very rewarding on a personal development level.It was here where I… Show more ECS Comms was setup specifically to address a gap in the Music Festival and outdoor events market to supply telecommunications and internet services to the promoters and organisers.We specialised in short-term, high capacity events where a fluid, dynamic approach to delivering these services were paramount. It was a tough personal decision to leave a good job, and set out on my own, but it was very worthwhile and very rewarding on a personal development level.It was here where I learnt very quickly the key aspects of running a successful business and the importance of managing people effectively. If you have a dedicated, trusted and well motivated team of people working for you it makes running a business much easier.At the time with the increased requirement for high speed internet access and wireless we were able to get sites connected as soon as the offices and facilities were provided. A large number of these events were in remote areas.Some of the larger Music Festivals include The Download Festival, T in The Park, Hyde Park Events, Party in The Park, Creamfields, and many more!Alongside the wireless internet services ECS provided resilient telephone systems to give IP and Analogue extensions so the organisers could deploy extensions quickly and with controlled costs. Show less

At Centrix I was a project engineer working with primarily Avaya hardware and software. I gained valuable experience installing and working with customers in many different verticals. These verticals included healthcare, technology, serviced offices, finance, and many others.It was at Centrix where I was responsible for the IT infrastructure this included Active Directory, SQL, and Exchange. I learnt a vast amount about Microsoft server deployments and setup the exchange server… Show more At Centrix I was a project engineer working with primarily Avaya hardware and software. I gained valuable experience installing and working with customers in many different verticals. These verticals included healthcare, technology, serviced offices, finance, and many others.It was at Centrix where I was responsible for the IT infrastructure this included Active Directory, SQL, and Exchange. I learnt a vast amount about Microsoft server deployments and setup the exchange server for the company. Show less

At Genesis Telecommunications I started as an Avaya/Definity Installation & Maintenance Engineer and finished in the Technical Support Team. This was a team of individuals that would be called on to assist engineers and escalating issues to the appropriate vendors.I specialised in Avaya/Lucent products and specifically worked on Definity which is now called Communication Manager, and all of the associated products for contact centres and large scale deployments.I was involved in… Show more At Genesis Telecommunications I started as an Avaya/Definity Installation & Maintenance Engineer and finished in the Technical Support Team. This was a team of individuals that would be called on to assist engineers and escalating issues to the appropriate vendors.I specialised in Avaya/Lucent products and specifically worked on Definity which is now called Communication Manager, and all of the associated products for contact centres and large scale deployments.I was involved in the first internal tests of the Avaya VoIP products and helped train up engineers and sales on the deployment of IP Telephony in place of the traditional TDM deployments. Show less

At Stoke Park I was given my first break into IT and Technology when I was seconded into the IT Team and made responsible for the installation and integration of new Hotel Booking System (Micros-Fidelio), Golf Management System (Baron), Phone System (Avaya Definity) and the back office Novell Networks. I was responsible for the on-site day to day IT issues and infrastructure changes, for staff, guests and members.During this time I learnt the importance of customer service and… Show more At Stoke Park I was given my first break into IT and Technology when I was seconded into the IT Team and made responsible for the installation and integration of new Hotel Booking System (Micros-Fidelio), Golf Management System (Baron), Phone System (Avaya Definity) and the back office Novell Networks. I was responsible for the on-site day to day IT issues and infrastructure changes, for staff, guests and members.During this time I learnt the importance of customer service and gained valuable experience delivering support to high profile users that needed minimum downtime and maximum availability of IT Systems.Prior to the IT role at Stoke Park I was involved with the design and planning for the Spa and Leisure complex that was built. I also worked my way through the business in the following roles. Assistant Bars Manager, Assistant Banqueting Manager, Duty Manager & Assistant F&B Manager. Show less