Lead expert in the development, deployment and assurance of Continuous Improvement tools.Leading the scoping, implementation and delivery of projects and diagnostics framework to support a culture of Continuous Improvement, working in collaboration with Executive Committee, Directors and Senior Management through to first line teams.Providing support and advice on lean processing and role modelling Continuous Improvement.Creation and implementation of change management plans to deploy Continuous Improvement tools, process improvements to build a more change ready workforce. Ensuring appropriate and timely training of colleagues within the project stream to assess their competence to utilise the core tools and techniques. Coach tools and change leadership in order to develop a sustainable capability. Use of Six Sigma and lean principle methodology.

Drove Water Distribution performance improvement through continuous improvement core tools & ways of working.Increased the continuous improvement capability within Distribution by delivering Performance Management Core skills training to managers.Provided feedback and coaching to Balanced Scorecard and Comm. Cell facilitators.Refreshed the Regional Balanced Scorecards, developed Area level Balanced Scorecards and Comm. Cell refreshImplemented step change activities in conjunction with the Distribution Leadership and Management teams.

Lead the development, maintenance and implementation of standards to drive continuous improvement across Water Distribution.Promoted expert and best practice maintenance to provide standards advice to Water DistributionEnsured policies and procedures database (Sharepoint) was developed and maintained to provide an effective reference point for all information. Lead the implementation of changes to processes / procedures into the business.

Lead the Customer Operations Solution design from high level design through blueprint to implementation of (Customer Relationship Management) CRM solution into the Customer Operational environment as part of full cycle large complex ERP programme. This involved leading a team in UK and offshore employees (in India) as part of a £70m implementation. Accountable for overall solution delivery & deployment leading a team of direct reports including IBM partners

Responsible for the overall performance of both Water and Waste Water Services at Customer Operational Service Centre and for decisions/instructions issued in respect of asset operation and resource deployment.Ensured compliance with the regulatory requirements. Constantly reviewed priorities, responses and managed all company based escalations. Proactively managed both the internal and external relationships with all parties, e.g. Water, Waste Water, Business Resilience, Information Systems, HR, Press Office, EA, Customers, Contractors, Highway Authorities, Local Councils, CCW, MPsPromoted a safe working environment demonstrated by a process and focused approach to reactive eventsContinually drove and participated in the implementation of change within the department through lean processes.

Responsible for delivery of Regulatory & Customer Service Targets in customer operational contact environment. Lead a team to meet and exceed customer expectations as part of shift duty management responsibilities. Owned, facilitated and supported improvements using lean principles. Responded to unplanned incident & event related situations.

Responsible for managing a team of Network Service Technicians & Production staff to deliver excellent customer service. Addressing shortfalls, highlighting opportunities & celebrating success.Management & compliance of health & safety. Encouragement of a right first time culture and supervision of completion of work on the day.

Accountable for risk assessment and management of regional water/waste network on 24/7 shift basis

Worked for Birmingham Cable Communications, McNicholas,Telewest, NTL Fulfilled roles such as Installation / Service Engineer through to Regional Operations Manager, where I was accountable for all aspects of 1500 new residential customer installations per day. Delivered via a blend of inhouse & contract partner structure, with 13 direct reports and 300 installation engineers. I also managed my region through company merger. Including TUPE of inhouse employees to contract partner.