Key delivery responsibilities:• IT Governance & Financial Management• Analytics & Business Intelligence• Continuous Service Improvement• Branding, Marketing & CommunicationsLeading a global diverse team focused on enabling Operational Service Delivery to be high quality, cost effective and efficient across all remote IT Support Levels. Responsible for Governance and Financial management of a $40m+ IT support organisation with focus on remote support L1 and L2 functions and over 900 staff supporting 250k+ end users. Governance of all investment projects and service improvement initiatives. Financial management, forecasting, modelling and planning at global enterprise level, including management of global vendor contracts and management of vendor relationships. Responsible for idea generation, identification and implementation of service improvement initiatives utilising agile methodologies including automation via RPA, ticket volume reduction and elimination, root cause elimination and support model shift-left opportunities. Continuous development of a bespoke reporting and analytics platform. Implementation of analytics functionality to enable both data-driven and people-driven service improvement and efficiency opportunity identification. Management and delivery of cost optimisation and efficiency projects.

Leading a global team targeted on IT Governance and Continuous Service Improvement across all IT support levels. Responsible for Governance and Financial management of a $90m+ IT support organisation with both remote and onsite support functions and over 1500 staff supporting 250k+ end users. Governance of all global remote and field support projects and service improvement initiatives. Financial management, forecasting, modelling and financial planning at global enterprise level, including vendor contracts. Idea generation, identification and implementation of service improvement initiatives utilising agile methodologies. Responsible for building and developing a bespoke reporting and analytics platform to measure all aspects of service performance and drive improvement opportunity identification.

Part of a global Service Desk management team with responsibility for managing the operation of end user level 2/tier 2 Service Desks in Europe, Middle East, India and Africa (EMEIA). Managing a team of 104 staff supporting 75000 users distributed across 84 countries. Responsible for implementation of IT strategy, standardisation of technology and support processes globally, specialising in service improvement, shift-left volume reduction and improving end user productivity.

Responsible for providing technical guidance for UK IT leadership. The highest level of technical escalation for deskside support teams in the UK. Responsible for providing resolution to the most technically complex incidents and problems, creating and maintaining knowledge and preparing support teams for new service adoption. Responsible for global standard hardware selection and specification.

Supplying all aspects of onsite deskside IT support to 400 customers

Building and servicing automated weather stations.