Responsible for a team of IT Service Delivery Managers and Seniors /Analysts. IT Service Desk , Desktop Support , Change Management, Incident and Problem Management . Member of SDI striving to achieve World Class status as part of a four year programme . Received 3 Star Customer Led rating in first audit in Feb 2018 , which was a fantastic achievement . •Shortlisted for SDI Small Service Desk of the Year award 2018. Recently implemented a customer experience programme . • Winners of Best Service Desk of the Year 2019.• Finalists in Best Service Desk Customer Experience 2019• International speaker at Service Desk Institute conference in Dubai . . Finalists for Best Service Desk CX SDI awards 2022• Relationship manager for IT with a number of critical business areas and also with our major External Customer AVIVA. Main responsibilities are holding regular Service Review meeting’s , driving service improvements forward , incident and problem management and stakeholder management including Customer Satisfaction Surveys and achieving positive customer outcomes . Recently implemented a customer experience programme . • Responsible for overseeing implementation of new instance of Service Now to streamline and achieve efficiencies whilst continuing to drive forward Customer Service Improvement initiatives . . Implemented IT "Tech Bar" to add an additional Service offering to the portfolio of services offered to our Customers with the changing workplace. • Creation of SLA and OLA’s for all critical functions of the business and SLM reporting . • Board member at Change Advisory Board , ensuring management oversight and prevention of any negative impact to business services.•Drive through service improvement initiatives to improve customer satisfaction and efficiency within relevant business and IT areas of the business to ensure successful outcomes for our customers .

Responsible for a technical department with 10 to provide application support to the critical courier services globally.

Egg Bank/Citi Bank, London/Derby, UKResponsible for a technical department with 15 staff to provide application and infrastructure 1st and 2nd line support to the critical banking services and applications for approx 3000 end users and 4 million banking customers through the internet and call centre channels. • Ensure all applications under my control are compliant and in support and involved in the planning for any upgrades. Engage internal and external stakeholders/Vendors throughout the process.• Responsible for approx 300 Unix and Wintel servers in support of www.egg.com.• Providing support for approx 75 business applications and processes in local , regional and Offshore locations.• Involvement in the Service Delivery and Service acceptance of all new products and applications.• Involvement in 3rd party contract renewals with external suppliers.• Incident Manager for egg.com major incidents(24x7) .Involved in reducing the number of reoccurring incidents and improving mean time to recovery for egg.com• Facilitate the Change advisory board meetings for Egg technology to ensure management oversight and prevention of any negative impact to business services. Implemented a review program that led to the reduction of change related incidents to live services by 15%.• Manage the resource forecasting and budget planning for my department.