Accountable for Retail operations, Corporate, Logistics and Trading application services. Supporting the Technology transformation strategy for New Look. Introduced organisational changes and new tooling to support the journey to cloud and DevOps. Delivered the business case for implementing AppDynamics for ecommerce.

Delivered a high performing and engaged team of professionals who were self-motivated to continually improve what and how work was done. Accountable for ITSM tooling, Service Management reporting, corporate collaboration tools, IT Capacity Management and IT disaster recovery management.Transitioned ITSM tool from Remedy to ServiceNow and created a culture of continual process improvement through engagement with process owners and stakeholders. Improved the adoption of self-service and knowledge management to improve efficiency within the organisation.

Delivered improved governance and process for implementation of all IT changes. Improved stakeholder engagement and created a community to allow change to occur and reduce friction. Overtime increasing the velocity of Change.Improved the quality and accountability of data within the CMDB allowing better informed decisions and impact assessment of changes.

Leading a number of technical support teams in delivering the Streamline services which include acquiring, settlement and dispute services. Accountable for delivering continual service improvement, change management and supporting WorldPay’s major separation investment programme. Established and maintained key relationships with strategic suppliers and card schemes such as VISA. Achievements to date include:• Continued implementation of service improvement programme reducing service incidents by over 30%• Migration and transition of the strategic acquiring platform to WorldPay’s own datacentres with no impact to service or merchants• Provided consultancy to the new service management areas and knowledge transfer to the new IT functions being developed

Reporting to the IT Director, leading multiple technical support teams in delivering services to over 75% of the business. Accountable for delivering operational support, change management and implementation of the IT Strategy. Responsible for vendor management of application software, ensuring value for money and excellent service provision. Key achievements include:• Continually improved service by implementing new solutions or process enhancements which resulted in improved service levels by up to 50%• Developed a high performing and motivated team through a variety of techniques which included coaching and setting SMART objectives. The team are seen as the knowledge experts and problem solvers in the organisation.• Ensured excellent service from suppliers through rigorous management controls and consistently achieved cost savings against budgets of over 10% per annum (£150k to £200k p.a.)• Negotiated and delivered on new supplier contracts worth £15M achieving savings between 8% to 20% against original planned expenditure• Provided consultancy to the business on areas of IT to develop business cases for change, most recent case to replace legacy non-strategic platform with new business process solution providing a platform for new opportunities

Leading a team of technical support analysts in the delivery of data capture and image archive solutions as part of the cheque clearing processes. • Enhanced processes and improved the quality of change into the operational environment• Continuously improved the performance of the applications and provided advice to business functions• Implemented common standards across the solutions provided to all client banks• Reduced the cost of operations across all technical support teams

Reporting to the Application Services Director, responsibility for ensuring excellent service delivery and managing the portfolio of projects for all web based channels. This included all intranet communication channels, business processing solutions on the strategic SAP Netweaver platform and all global and EMEA consumer marketing websites.• Defined, implemented and tracked service level agreements between Diageo business units and Accenture ensuring that they met the service level agreements and the continued business case for outsourcing• Implemented process and controls to maximise value from the annual £3M contract and ensured prompt responses from the various demands made on the service• Produced and presented concise reports on service levels and budget performance to the Global Service Delivery Board• Improved value for money by implementing the first template driven consumer marketing websites for Diageo, allowing assets to be re-used and allowing faster time to market• Responsible for the development and management of continuous service level improvement plans with business units and suppliers

Ensuring the consistent and timely production of management information on the corporate strategic change programmes. Including accurate representation of the risks, issues, resource constraints and costs. Managing senior stakeholder relationships with Regional Engagement Directors, Global Change Programme Directors and IS Executive Directors. Key achievements include:• Led in the evaluation of business cases to ensure that approved standards set by the Executive Working Group were met and that fit with the overall business strategy• Developed and maintained the process for project prioritisation for the whole of Diageo IS• Built and maintained the Diageo-wide integrated plan showing dependencies between global change programmes, local projects and major business events• Enhanced the capability and implemented the Diageo project management framework and techniques, based on PMI• Facilitated in the resolution of planning issues and resource conflicts across all change projects

Global Web Solutions Programme ManagerI*net Services Project ManagerIntranet Development ConsultantApplication Support AnalystAS400 Support Analyst