Leading group wide IT modernisation initiatives to reduce risk and improve the overall performance and security of the business, utilising modular and scalable technologies to future proof offerings. Recruited and mentored a top tier team capable of delivering both technical and operational support to all business users and customers, creating a unified approach to process and technology. Identifying capabilities and maximising usage of available technologies to reduce operational expense and further improve service integration.

Responsible for all aspects of infrastructure, data and e-commerce supporting business-wide customer base across the UK. Drove initiatives to deliver scalable technologies to support online sale events, resulting in repeated record turnover events. Led process improvement through modernisation of underlying systems, enabling process automation and reduction in operational overheads.

Designed and delivered path to cloud strategy, resulting in significantly improved performance and reduced capital expenditure of 60%. Drove modernisation initiatives to reduce legacy operational costs and deliver service excellence increases of 40% (Uptime of services and response times to issues). Successfully navigated the COVID19 pandemic, implementing remote working and secure connectivity ahead of time, resulting in continued operations and zero loss of revenue.

Successfully delivered the path to cloud initiative, drawing on those within the organisation to ensure a unified approach across all functions. Delivered a single operations management channel, enabling single pane of glass visibility into customer solutions resulting in an increase in issue response times. Acted as the escalation leader for end-user systems, mentoring and developing those around me to deliver an increase in service excellence.

Worked as part of the end-user service delivery team actioning issues both pro-actively and reactively. Utilised email and telephone to reassure and comfort end users during technical outages, working in the background to facilitate a speedy return in service.

Liaised with new customers to understand their data needs and tailor the system to enable seamless integration into the platform. Created detailed documentation during the onboarding process resulting in improved support from support teams after handover. Acted as the first post-sale engagement and built trust to further grow future relations.