Leadership of a function of ~200 civil servants spanning Service Design and Transition, Business Relationship Management, ServiceNow platform, IT Operations Profession (community of 600 civil servants) and Service Management. The function operates across all Home Office business areas and multiple locations in an environment of 700+ products and services, 55,000+ internal users, 15 major suppliers and one of the largest cloud deployments in Europe. Accountable for defining and implementing the future approach to Home Office ITSM in response to the departmental strategy to adopt product lifecycle management.

Leadership of a function of 200+ Civil Servants spanning multiple locations, operating across all Home Office business areas. Remit included IT Service Management functions and practices (e.g. Service Desk, Incident, Problem Change, Request, Knowledge, Software Asset and Configuration), Operational Assurance, Police National Computer (PNC) Operations (Critical National Infrastructure), 24*7 IT Operations Centre (monitoring, alerting and associated tooling), ServiceNow Platform, IT Moves and Changes (managing IT element of all site set up, change and decommission across the Home Office estate), and the IT Operations Profession (community of 600+ civil servants). Budget accountability included Microsoft Enterprise Agreement for the department.

Leadership of 30 Civil Servants and ~70 managed service provider resources delivering IT Service Management processes in a highly complex 24*7 environment. Led the procurement of a high value service desk contract and performed lead roles in the operational preparations for EU Exit / Transition and the initial response to Covid 19 and the rapid shift to mass home working.

Manager and process owner of Incident and Problem Management practises (14 Civil Servants and 5 managed service provider resources) operating across an extremely challenging environment spanning all Home Office business areas. Personal leadership of numerous critical incidents including impacts to critical national infrastructure. Lead role in establishing the use and uptake of digital contact channels for the Service Desk.

Global Manager and process owner of Incident and Problem Management practices (10 staff spread across Minneapolis, London, Amsterdam, Manilla and New Zealand) and EMEA lead for IT Operations. Led the company wide response to a Distributed Denial of Service (DDoS) attack and subsequent ransom attempt. CWT is a business travel management consultancy servicing clients in ~150 countries.

EMEA service delivery lead for global payments platforms in the wholesale banking line of business. Managed a team of 3 resources based in London and 6 in India, working on a ‘follow the sun’ model.

Contract role supporting preparations the migration of core HBOS banking systems on to the equivalent Lloyds Banking Group platforms. Responsible for test environment service delivery in terms of preparations for the migration event through to supporting the final dress rehearsals and the migration itself. Matrix management of resources across multiple suppliers both in the UK and India.

Major Incident Manager operating across the RBSG estate. Extremely challenging role and especially so in the context of the financial crisis at the time and the impact that had on RBSG.

Technical role supporting and improving core banking systems.

6 month secondment to support integration preparations in Retail Credit business area.

Highly competitive 12 month graduate trainee programme.