Responsible for ensuring that customer focus is central to all operational activities whether delivered through the maintenance supply chain, Highways England's Traffic Officers, Regional Control Centres or the national call centre. Working across all regions to disseminate customer insight and direct customer focussed activity in operations.

Leadership of Highways England’s 365 day 24/7 national traffic operation - comprising 1700 staff working from 8 control centres and 38 outstations. Leading day to day operations and frontline service to customers and delivering a phased directorate restructure to transition national and regional operations, service improvement and non-core operational activities into a new company design model.

Leading 350 staff across 7 regional control centres, dealing with safety critical customer calls, dispatching Traffic Officers to incidents on our roads and setting signs and signals to inform road users on the conditions of the strategic road network. Diving consistency and best practice across all control rooms and improving service delivery between the regional and national centres.

One of the early cohort of Operations Managers appointed shortly after the Traffic Officer Service was set up in 2004, gaining significant experience in establishing, embedding and improving frontline customer-facing operational teams.

Leadership of a large administration centre in Nottingham (220 staff) and supporting judicial chairs by delivering tribunals services at 27 venues across the East Midlands, East of England and London.