Responsibility for Service Delivery within the Information and Digital Group (IDG), which consists of over 400 FTE comprising IT Services, Library, Strategic Planning and Analytics, Strategic Change and Administration. Part of the Senior team to deliver services and set strategy on service design, delivery and user engagement, (ITIL 4 Managing Professional)Responsible for managing the Service Management (ITIL) Process team (including Incident, Change, Transition, Problem), Service Delivery Management for Academic and Professional Services as well as wider HE Sector Engagement included sitting as a committee member within UCISA Support Services Group and also a member of the RUGIT Service Management group. Experience in Organisational and Service Design including Budget modelling including sourcing options and strategic direction setting, identifying areas for simplification and redefinition in line with wider University Strategy. Wide Stakeholder engagement as all user levels to understand current service provision and identify challenges for future target operating models. I led a team to produce a Institutional Teaching and Learning Review for Professional Services. This involved stakeholder engagement, with end users and internal service teams to baseline our service provision, identify areas of weakness and strength in the current holistic service offering as well as propose new ways of working to enhance a joined up approach to service provision.Worked with external consultants to improve and refresh current ITIL capabilities within Infrastructure and Operations including Incident Management, KPI and Service Level Commitments, Service Catalogue and problem management process.Rapid delivery of Out of Hours Service Desk provision in conjunction with with Sector supplier - Norman. Creation of technical support model to assist with University of Warwick obligations as part of the Birmingham Commonwealth Games 2022.

Running Customer Services within Learning and Information Services at UHI. At LIS, we deliver 1st, 2nd and 3rd Line ICT Functions, Libraries, Management Information Systems, Integrated Technologies, Video Conferencing, Project Management and Information Security. Responsible for UHI Servicedesk, 2nd Line ICT Support at the UHI School of Health and Business Relationship Management between LIS and 13 Academic Partners for ICT. I manage 3rd party suppliers including Scottish Wide Area Network (SWAN) and our single print service (Capital) and sit on the Governance board for UniDesk ITSM Shared Service. I specialize in Assistive Technology provision. ITIL Expert certification. I am a member of several Scotland HE / FE groups to represent UHI at sector events.Currently running a significant programme of transformation within UHI Servicedesk, we serve over 40K users, handle over 23K interaction points per month. Yearly, 60K tickets, 200K emails and 30K phone calls. SLA and KPI reporting, trend analysis and customer service are what we do. Using an ITIL structure to develop our services, I am heavily focused on ensuring my teams are delivering equivalence of experience to all of our users in our diverse and unique partnership. Other projects including single print service, consolidating Assistive technology provision, live chat support, self service and online support videos. Currently implementing Service catalogue and ITIL based service management processes into users of our ITSM across the UHI partnership. Previously within UHII, I have managed Business Administration, Sharepoint, Gaelic TMS and Regional ICT 2nd Line Support. My 2nd Line support teams included North Highland College UHI and West Highland College UHI.