Overseeing the management and development of the ServiceNow platform for HS2.

ServiceNow Product Owner and as part of the ICT Service Delivery Team, ensuring that ICT services provide continuous value to the internal customers in line with business requirements by:• Providing day to day service management ownership for the Service Operations process to ensure incidents, service requests, problems, changes and escalations are dealt with in a timely fashion.• Managing SLAs and performing SLA reviews with the business to ensure agreed service levels are maintained or exceeded. • Leading the Change and Request Management processes to ensure changes made to production systems follow the change control process. • Leading the Incident and Problem Management processes to ensure service impact to the business is communicated and resolution activities have full ownership.• Managing supplier adherence to SLAs to ensure that services delivered are meeting or exceeding expectations.• Owning, driving and tracking the implementation of Service Improvement Plans to increase process and service maturity. • Facilitating and contributing to the service transition of Projects to Support to ensure that all requirements are met before a service is accepted into support.• Contributing to the continuous development and maintenance of the service catalogue to improve definition, visibility and accessibility of all services offered to internal customers.

Building effective relationships between IT and the Business in order to drive the success of IT enabled service and change by:• Understanding the business demand for IT services to enable effective prioritisation and planning in IT.• Promoting IT services and improvements that best support the business.• Supporting the business to create change projects / programmes.• Managing relationships with key IT suppliers against contracts/SLAs and understanding opportunities the suppliers offer the Wesleyan.

• Managing suppliers as part of multi-million-pound IT contracts; ensuring maximum benefit is delivered to the business in line with SLAs.• Managing service owners’ and stakeholders’ needs and expectations; ensuring customer satisfaction is achieved through IT service availability, optimum performance, efficient supplier management and effective use of communication.• Representation of managed services to the business through documented Service Operating Models. Delivery of the Service Operations lifecycle phase through effective management of major incidents, problems, change requests, releases, upgrades and continual service improvement.• Working in partnership with the Service Desk to ensure optimum service provision and with Development to ensure future business needs are clearly understood.• Strategic input to projects as part of a Modernisation Programme and collaborative working with Service Transition to ensure services are successfully transferred and accepted into Service Operations.• Proactive project leadership to identify improvements and embed cost saving initiatives. I led and delivered a two month project to identify and decommission redundant servers and down tune cloud based servers resulting in a considerable saving to the department.

• Defined and managed a service level management framework, including stakeholder engagement, escalations, complaints, approvals and exceptions for non-standard software and assistive technology solutions. • Managed IT service providers to ensure optimum quality of service was obtained and maximum benefit from contracts was delivered.• Line Managed the IT Testing Team.

• Worked directly to the AHVLA CIO to deliver key, high profile objectives.• Created and delivered an IT Audit & Assurance Plan, Communications Plan and Stakeholder Engagement Plan.• Led the IMT Team to successfully obtain and effectively maintain the ISO9001 quality standard certification.• Devised, embedded and proactively managed a Risk & Issue Management Process for the IMT Team.• Project management of harmonising IT services in an agency formed by two previous organisations.

• Responsible for the requirements gathering, configuration, system build, testing and deployment of a new Electronic Documents and Records Management System.• Technical Lead and Line Manager of a KIM Team / Service Desk.

• Lead IT Incident Manager. Worked in collaboration with internal and external Service Desks to ensure incidents were logged, categorised and closed correctly, allowing creation of trend analysis and valuable management information reporting. • Managed Major Incidents and as a key interface with service providers and the business, ensured any associated service disruption was kept to an absolute minimum.• Lead IT Problem Manager. Responsible for detecting, investigating, progressing resolution, prevention and RCA for IT problems.

• Team Leader with line management responsibility of up to 30 direct-report staff. • Managed team resources to successfully deliver business requirements in a dynamic, fast paced and ever changing environment and was regularly awarded the status of the top performing team. Invested time and effort to develop staff by ensuring they were fully trained, competent, valued and motivated.