As Operations Manager at Newtrend, my primary focus is on strategically implementing and maintaining the ITIL framework, governance, security measures, ISO 27001:2022 compliance, continual service improvements, and incorporating 360-degree feedback to optimise internal operations. Collaborating with vendors, staff, and stakeholders, I actively establish a strong ITIL framework, conduct comprehensive training programs, and lead the development of a security-centric governance framework, ensuring strict adherence to industry regulations, including ISO 27001:2022. My responsibilities extend to effective budget management, resource allocation, and continuous improvement initiatives, all contributing to Newtrend's operational resilience and sustained efficiency.Focusing on leadership, mentorship, and a customer-centric approach, I guide teams towards operational excellence, fostering innovation. My commitment to enhancing strategic goals, implementing improvement ideas, and conducting thorough analysis ensures that Newtrend remains at the forefront of industry standards and compliance with ISO 27001:2022. Additionally, I actively promote continual service improvements and integrate 360-degree feedback mechanisms, creating a holistic approach to operational management at Newtrend, where innovation, collaboration, and customer satisfaction are paramount.

As a Contract Manager for Kinetic IT I provide advice to internal stakeholders, assisting the business in making sound commercial decisions and driving outcomes in contractual requirements while taking an active role in developing strong customer relationships.Key Responsibilities:- Consult and advise stakeholders on commercially based decisions.- Review and contribute to tenders, contract negotiations and variation submissions.- Ensure compliance and governance to commercial management processes, decisions and records.- Develop strong relationships with our customers, stakeholders and vendors.- Collaborate with the Finance teams to develop new pricing and commercial models.- Drive continual improvement of Contract Management processes and guidelines.

Responsible for performing Vendor Management activities for the ABN Technology team.- Setting up the Vendor Management discipline for the ABN Technology team as well as the Vendor Management Framework with Vendor Governance Framework.Managing the following aspects with regards to Vendors:-Financial Management-Contract Management-Relationship Management-Risk Management-Performance ManagementMy key responsibilities: Monitoring vendors on an ongoing basis: - Building relationships with vendors and internal stakeholders.- Working closely with Executive Management, Procurement, Vendor Management teams, Projects & Development teams and Finance.- Identifies and develops supplier relationships.- Supports Business Owner and Procurement with contract management, renewal and negotiation.- Ensure completeness of contract with regards to Service Level Agreements and Key Performance Indicators.- Monitor vendor performance through metrics, KPIs and dashboards.- Serve as an escalation point for escalations and issues and drive continuous improvement.- Monitor vendor risk and work with Business Owners on risk mitigation strategies. - Monitor vendor spend and work with Business Owner on forecasting.- Organise Executive meetings and Quarterly Business Reviews for the most strategic vendors.

This role was focused on leading the Service Desk Team which is the first point of contact for IT.The Key Responsibilities Of This Position Included:-Coordinate and manage service desk team resources.-Create and maintain a catalogue of services.-Prioritise the service Support focus on meeting business requirements.-Ensure that both reactive and proactive functions are in place to manage service levels.-Develop and maintain processes and procedures in alignment with ITIL practices and PMO governance standards.-Make recommendations for the continuous improvement of the technology platform to enhance user satisfaction and reduce cost.-Issue communications to the business for changes, major incidents and upcoming IT related events and improvements.-Resolve incident service requests and other end user problems in a timely and effective way.-Include service management functions to identify, assign, diagnose, track and resolve incidents, problems and services requests within the SLA.-Establish and maintain operational methods, procedures and facilities in assigned area of responsibility and provide regular review for effectiveness, policy compliance and efficiency.-Ensure that service delivery is monitored and all relevant information is recorded and analysed.-Provide reports on Service Desk activity, compliance and service levels to management.-Selects, trains, motivates and develops team members to ensure a continued improvement in performance and to maintain good morale.-Manage procurement and tracking of end user devices including; desktops, laptops, cell phones, other mobile devices, and SIM cards.-Maintain a broad knowledge of connectivity, cabling infrastructure and installation/configuration of desktop computers, IP telephony and printers.-Provide shift-roster and afterhours support as and when required.-Travel to site to provide support as required.

The IT Service Desk Team Leader Key Responsibilities were to: Manage and develop staff and be positive, customer focused, friendly and have a relentless attitude.Prioritise the service Support focus on meeting business requirements.Ensure that both reactive and proactive functions are in place to manage service levels.Make recommendations for the continuous improvement of the technology platform to enhance user satisfaction and reduce cost.Issue communications to the business for changes, major incidents and upcoming IT related events and improvements.Resolve incident service requests and other end user problems in a timely and effective way.Include service management functions to identify, assign, diagnose, track and resolve incidents, problems and services requests within the SLA.Establish and maintain operational methods, procedures and facilities in assigned area of responsibility and provide regular review for effectiveness, policy compliance and efficiency.Planning and managing all Service Desk activities, including implementing new process to reflect Service Support methodologies (Service Desk, Incident and Problem Management) Work with Senior Leadership team to continually improve and shape the ITIL environment and best practises used within the environmentEnsure that service delivery is monitored and all relevant information is recorded and analysed.Provide reports on Service Desk activity, compliance and service levels to management.Selects, trains, motivates and develops team members to ensure a continued improvement in performance and to maintain good morale.Take ownership of the reporting around Service Levels, capacity and continuity management Maintain a broad knowledge of connectivity, cabling infrastructure and installation/configuration of desktop computers, IP telephony and printers.Key working relationships: CIO ABN GroupIT ManagerService Desk TeamABN Group BusinessesIT Systems TeamIT Development Team

In the Desktop Support Officer position I was responsible for providing first and second level remote IT assistance to the ABN Group. Providing remote site first and second level IT support to ABN Group’s end user community.My Key Responsibilities were: Effectively manage incidents, problems & service requests Correct prioritisation and Categorisation of incidentsManage and update incidents and problem requests – Reviewing priority / due dateResponding within target time framesCustomer Service - Ability to manage customer expectations – Update / Manage / Prioritise and communicate to end userEfficient problem solving and information sharingBe able to effectively problem solve or issue workaroundsTravel to site to provide support as required.Key working relationships: CIO ABN GroupIT ManagerService Desk TeamABN Group BusinessesIT Systems TeamIT Development Team

Responsibilities of this role:Providing Level 1 and 2 Helpdesk supportSoftware rollouts, MS Office, PC imaging, Computer Network fundamentals and Active Directory.Setup and configuration of PCs and Smartphones along with Hardware and Software support.Collaborating with Level 3 Team for escalation of high priority incidents and problems.Logging incidents and problems.Attending Change meetings.