• Overseen the successful redeployment of Microsoft Copilot Power Virtual App 2.0 in conjunction with WAVE 2.0 to VIVID's omnichannel platform• Executed detailed risk assessment of VIVID's core critical Housing & Accounts system upgrades that aligns to VIVID's programme of works• Leading the "Implementation & Cutover" plan for integrating D365 with iPC modules, including Contractor Portal, Compliance Apps, Field Service Mobile, Voids & Lettings, Repairs Management, and Scheduling, into VIVID’s business processes• Leading on key value transformation workstreams that changes the way in which VIVID executes its day-to-day operations within D365• Play an active role in the Continuous Improvement working group that promotes Agile ways of working

• Spearheaded the programme for Customer Experience which aligned to Sovereign's corporate plan, with an emphasis on meeting customer needs through their chosen channel of choice• Define, maintain & control budget of £5m+ ensuring that all initiatives are costed accordingly of resources, technology & services• Coached & implemented an agile framework that promoted a product led approach with empiricism being practiced ensuring regular customer feedback• Ensured strategic goals of the programme were delivering the necessary outcomes as defined within Sovereign's Customer Portfolio• Implemented appropriate governance & cadences to ensure adequate monitoring & controls• Drove a mindset where failing forward through experiences meant that value could be recognised iteratively • Led change initiatives with a view to ensure success was realised through embedding change across multiple directorates utilising cross functional teams• Successful delivery of Sovereigns virtual assistant & dedicated live chat services• Successful delivery of video triage through a series of POC with intention to scale capability across the business• Successful delivery of Sovereigns professional voice executed via its IVR telephony system• Successful delivery of SNGs new UCaaS & CCaaS Omni-channel solution across the organisation, inclusive of Skype to Teams migration

• Defining & leading the vision for Thames' Alarms rationalisation within Water & Waste business units that are linked to the future of the control room• Working closely with senior users to prioritise stakeholders needs & objectives of the business• Budget control of Alarms Rationalisation programme• Manage backlog items aligned with strategic ambitions & identify dependencies • Acting as a primary liaison gaining buy-in from stakeholders• Coaching senior users & executive members on the principles of Agile• Building, leading & empowering high performance teams in executing digital products• Line management of Delivery Leads across the data and transformation directorate *Led the Alarms Rationalization initiative enhancing Thames Water control centre

• Accountable for planning & leading Enterprise wide Transformation & Change projects across the business• Liaise & manage senior stakeholders expectations & providing expertise to ensure projects deliver the business need as well as ensure critical path & cross portfolio dependencies are managed• Safeguard that the business is adhering to regulatory & quality controls set by regulators within the water industry• Assist Transformation & Change team with adopting Agile best practices imparting knowledge & experience on how best to implement Scrum methodologies• Working with DWI to satisfy regulator standards to sustain customer satisfaction• Furthering technical capabilities of Thames' learning management system to facilitate 3rd party contractor competency management*Delivered a License To Operate model to over 4000+ contractors safeguarding that 'Water Quality' knowledge was verified to water industry standards

• Lead PMO within SSE's Digital Studio setting up & driving governance, planning, reporting, RAID management & OKRs• Utilise Agile project management methodology, systems, tools & techniques that supports highly productive teams that exerts control from initiation right through to delivery• Work with senior leadership members to define & mature a PMO framework that enhances a scaled agile framework• Act as a mentor & line manage for PMO Analysts guiding individuals through change initiatives & CSI

• Overseeing the day-to-day management & delivery of Microsoft Dynamics CRM into Sovereign by leading a team within an Agile framework• Working with seasonal developers in the delivery of the integration project to bring two Dynamics instances into a single instance across 3 pivotal business units• Building out business processes in Dynamics CRM, data migration, integration of CRM with Corporate & 3rd party systems & automation of wide organisational processes• Managing stakeholder expectations at all levels• Playing the role of Scrum Master during the development lifecycle & defining engineering processes within Azure DevOps• Defined Agile rules of engagement aligned with Scrum principles• Responsible for the direction of travel, budget management & quality standards of products*Delivered Sovereign's Dynamics CRM across 3 core business units

• Coaching Agile methodologies and Scrum processes (DSDM) into business maximising productivity• Project managed change initiatives into business to improve business capabilities• Deliver new Merchants onto Bink's Payment Linked Loyalty platform including Iceland, Harvey Nichols & Hertz• Management of key stakeholders at all levels• Defining new ways of working to enable the team to perform effectively • Working closely to influence seasoned developers, technical experts, designers & product owners• Performing the role of Scrum Master within the PMO team• Working with the wider product team to ensure strategic goals are met (Developers, Product Owners, Business Ambassador, Visionary)• Making sure business objectives are met through technical implementation • Working closely with business champions to identify areas where process improvement adds value to day-to-day operations• Manage client expectations using best practices to enhance concise communication through whole project lifecycle (RAG reports, RAID logs)• Advise subject matter experts across international territories on how to implement standard processes to deliver recognised value (ECAB, Change Control, Risk Management, SLA)

• Managed all IT related projects end-to-end in line with business strategy & agreed budgets• Identified & implemented ITIL service operations framework processes to improve IT services• Managed HSG Support Desk acting as a mentor to the Support team • Ensured that knowledge management & data capture processes added value• Analysed current & future business/internal customer needs in order to contribute the effective implementation & exploitation of ICT systems & business processes meeting business needs• Ensured the effective management of projects, delivering ICT-enabled change initiatives & new capabilities across the Group through the use of latest technologies• Supported the planning, delivery & development of HSG ICT Strategy• Implemented principles of ITIL best practices to HSG ICT department• Provided value for money across the Group by understanding business needs & scaling the ICT capabilities• Investigated technologies & tools to enhance process efficiency• Fully documented business processes & systems procedures for day-to-day operations*Delivered Housing Solutions fully integrated customer facing website*Delivered Housing Solutions front of house kiosk integrating with core Finance systems*Delivered Housing Solutions Cisco telephony platform upgrade*Delivered Housing Solutions HR solution platform*Delivered Housing Solutions Cisco Meraki wireless internet across HQ*Delivered Housing Solutions EchoSign capability to standardize contract management

• Mentored & managed IT's Support Team members• Introduced a fully compliant ITIL ITSM Topdesk tool into business• Supported HSG IT strategy in defining programme level works to benefit customers

• Implemented small to medium sized IT business change projects• Introduced best practice principles from PRINCE2, MSP, ITIL & AGILE into IT adopting internationally recognised frameworks

• Management & Co-ordination of new & existing Projects working with Home Retail Group on national UK & Ireland deployments across Argos & Homebase stores• ITIL Implementation into OrderWork's Professional Services Team• Acting as CSI Manager to enhance Service Management process and IT services. Continually measuring performance of services provided & designing improvements to process and services in order to increase efficiency and cost effectiveness• Client relationship management from a delivery perspective• Supplier management including commercials & appraisals/service reviews• Working with the Sales team on pre-sales bid management & scoping providing technical knowledge*Delivered Wyse Terminal upgrades to 206 HRG sites across the UK & Ireland*Delivered EPOS upgrades to 206 HRG sites across UK & Ireland

• Project Management of IT systems & services into business• Request, Incident, Problem & Change Management fulfilment• Designing & delivering training programs for APMGs bespoke systems via means of presentations & one-to-one sessions • Implementation of standard industry best practices such as ITIL and ISO20000• Provided effective Service Operation by monitoring IT infrastructure to ensure value back to business• Supplier Management*Delivered Topdesk ITSM solution into IT*Delivered internet solution within APMG's Benelux office with new Domain Controller*Supported the implementation of APMG's remote proctor*Delivered APMG's INVU document management solution

• Server installation, configuration & maintenance (Rack & Stack)• Implementation, deployment & support of Invu document management system• International travel to APMG-Benelux to implement technical work packages• Onboarding of new staff & execution of classroom training on critical systems• PC & Laptop build & repair• Implementation & rollout of ITSM service desk tool

• Active Directory (AD) administration & Maintenance• Exchange Management Console administration• Avaya telephony configuration• 1st Line Technical Support & Resolution