Safe Security helps organizations measure and mitigate enterprise-wide cyber risk using its security assessment framework for enterprises (SAFE) platform. The service provides a platform for businesses to understand their likelihood of suffering a major cyberattack, calculates a financial cost to customers’ risks and provides actionable insight on the steps that can be taken to address them. Responsible for establishing and growing an industry leading CSE team and supporting key EMEA customers throughout the customer journey.

Working as part of a dynamic start-up delivering hyper-converged platforms for complex enterprise and 5G applications. As part of the Customer Success organisation, I am responsible for growing the team and achieving high quality Service Delivery and Customer SupportKey activities include:• Managing Deployment and Support of Robin Platform at key Enterprise customers.• Establishing ITIL based support processes to deliver a consistent and high quality support experience along with measurable metrics and reporting in a multi-region team.• Managing the implementation of a service desk migration from ZenDesk to Jira Service Desk to allow more effective customer interactions and reduce tooling barriers between Customer Success and Engineering.• Collaborating with Sales to create a detailed customer success journey from initial proof of concept delivery to production and on-going operations. This included detailed support offerings and tiering.• Driving an effective working relationship with Engineering. This includes establishing release management, support escalation and other processes. • Providing operational insight and quality improvements to the product roadmap to enable ease of operation for platform users.

My role was leading a multi-region Deployment and Service Assurance group of over 65 people, delivering complex video solutions and integrating them with customer back office systems whilst also executing 24x7 service assurance of deployed managed and un-managed video solutions.• Integrate an existing Deployment team into an established Service Assurance team, evolve common process and workflows into shared tools. Build working relationships and management structure.• Deploy and integrate initial solution, deliver regular software updates and new features to committed dates to on-prem and cloud locations whilst ensuring on-going operation and service levels.• Drive operational and deployment requirements into agile product delivery plans, including participating in Agile Commits and working directly with product owners and scrum teams.• Build strong working relationships with multiple groups including, senior management, account management, pre-sales, engineering, deployment and external customers to drive the operational process and mind-set changes required to deliver a product focused aaS model.• Set clear strategic goals with measurable KPIs to the group, providing mentoring and training to ensure team alignment and report on KPIs to the wider organisation.The output of this group is a high deployment velocity through automated CI/CD pipelines; coupled with effective operational processes. This underpins 24x7 mission critical solutions in the OTT/DTH TV space.

My role was leading a multi-region Deployment and Service Assurance group, delivering complex video solutions and integrating them with customer back office systems whilst also executing 24x7 service assurance of deployed managed and un-managed video solutions.• Integrate an existing Deployment team into an established Service Assurance team, evolve common process and workflows into shared tools. Build working relationships and management structure.• Deploy and integrate initial solution, deliver regular software updates and new features to committed dates to on-prem and cloud locations whilst ensuring on-going operation and service levels.• Drive operational and deployment requirements into agile product delivery plans, including participating in Agile Commits and working directly with product owners and scrum teams.• Build strong working relationships with many groups including, senior management, account management, pre-sales, development, delivery and external customers to drive operational process, and mind-set changes required to deliver a product focused aaS model.• Communicate clear strategic goals with measurable KPIs to the group, providing mentoring and training to ensure team alignment and report on KPIs to the wider organisation.The output of this group is a high deployment velocity through automated CI/CD pipelines; coupled with effective operational processes. This underpins 24x7 mission critical solutions in the OTT/DTH TV space.

My role was to develop a DevOps culture within the video business unit whilst establishing and leading the team responsible for 24x7 follow the sun proactive and reactive service assurance for managed and un-managed video solutions.• Includes recruitment, building cross organisational process, creating support offerings and tiering, customer relationship management and ownership of the overall support process. • Leading change within the video organisation to facilitate a DevOps culture. Responsibilities included: • Bringing field based knowledge into development to build understanding of operational needs. • Developing fast feedback loops to ensure operational requirements are a first-class citizen within development and enabling operational engineers to deliver code fixes to repositories.• Working with Product Management to develop support tiers and support orientated roadmaps.• Building strong working relationships with many groups including account management, pre-sales, development, delivery and external customers to drive the process and mind-set changes required to deliver a product focused aaS model.• Working as part of the cross organisational leadership to reshape organisational structure and remove barriers between groups, facilitating effective software delivery with higher feature velocity.• Communicating clear strategic goals with measurable KPIs to my team, providing individual mentoring and training so that team members were aligned and given the right skills to execute successfully.• Driving operational requirements into agile product delivery plans, including participating in Agile Commits and working directly with scrum teams.• Act as a 24x7 escalation point for service impacting Incidents

I was responsible for the creation of a dedicated operations team in Latin America in order to meet the needs of the local customer base. The existing organisation was driven entirely via delivery and account management teams. As part of this process I had to:• Quickly build working relationships with the existing teams, breaking down established organisational norms and demonstrate the value of the operations team.• Build a virtual team comprising direct reports, existing Operations staff and Delivery staff and align them with the standard operations processes.• Present the new team to customers, build effective working relationships which replaced existing ways of doing business and establish new operational norms. • Recruit new team members in country and on-board them to Cisco and the video specific technologies that they would be supporting.• Act as a 24x7 escalation point for service impacting Incidents in my region.

My role was to drive operational excellence in solutions prior to operational handover with three core aspects:• Engaging directly with customers to establish operational working processes. This includes engaging in the pre-sales process to design and communicate the support strategy; solution delivery; design and implementation of operational support tools, and Incident and Change management processes. • Working with internal development teams to advocate operational design and best practice within new and existing products. This includes integration of support tools with Continuous Delivery systems and establishing a DevOps culture aligned to Agile development techniques. • Developing departmental and cross regional support processes based on ITIL best practice and tooling.