- All things IT Service Management the buck stopped with me - Day to Day Service operations (1st from low 50’s% FTF to low 90’s%, 2nd & 3rd line + Service Managers) - Delivering Service Transition all IT projects across the group (Retail, Manufacturing, Logistics, Finance, HR & IT infrastructure) – - The removal of technical debt across the estate working collaboratively with my field and infrastructure team to enable new print and sdwan solutions, cost savings demonstrated by data focused reduction in the print estate from over 750 to 320 to impact the green agenda - Senior Management influencer and free thinker - presented at itsmf22 and SITS23 – - Management and planning of the IT operations budget with vendor and procurement responsibilities. - Created the On-call team plus all itil processes managed, developed and improved through this group.

IPSL are the UK’s leading cheque processing organisation – Myself and my team provided 24 x 7 critical service cover. Service maturity review and service improvement plans implemented. Recording and reporting any technical debt as a feed into the future cloud based programme of work.

PAF_Claypole is a small but dedicated IT Service Management Consultancy - this business has since closed.

Capability Maturity Review - ITIL Processes for the London Stock Exchange Group (LSEG) - The third review of their processes and increasing maturity of these, great team to have worked alongside.

Review of Service Maturity and ISO20000 for client, review, recommend and proposed a way forwards, BAE Training Services.

Introduced to successfully conclude the largest and only shared service implementation of the Cherwell platform at Sopra Steria - this was a senior role on the Cherwell side to ensure the final elements of the work were concluded, transitioned to support in a short time frame. Managing the project detail, delivery and ensuring the performance and solution provision by Cherwell 3rd Party partners to deliver a robust and clean service to Sopra. Concluded to all parties satisfaction in the agreed time frames. Additional to this I project managed the start of two key customer project one here in the UK and Switzerland, both large projects that needed initial guidance, project management and workshops to enable the delivery of both out of the box and bespoke customer solutions respectively. Provided the support and mentoring of senior staff additionally to the role

Short notice request to deliver a service management workshop focussed on incident, problem and service management process implementation for BAM a world leading construction company.

NGA HR UK & Ireland are one of the UK's leading HR/Payroll solutions providers, PAF_Claypole have been engaged to review, support and integrate improvement in all service management processes and functions. To support the new Service Support manager and the reporting manager as part of their induction in to the organisation along with mentorship and support of the service support organisation.

Accelerate Places are on a mission to create the best places for businesses to grow. Backed by Blenheim Chalcot, one of the UK’s leading digital venture builders who've been behind some of the UK’s most successful start-ups. Accelerate Places develops spaces for entrepreneurs to start up and grow their businesses and we’re excited to be helping them to succeed. The mission is to transform buildings into great places for businesses to grow in and to provide an awesome IT service to our members

Wholesale Orders Service - a flagship business imperative at the UK's 4th largest supermarket chain - initial service support set-up, for McColl's stores (1600+) value £1Bn in turn over - working with and gaining agreement from multiple third parties in both IT and the supply and logistics teams to engender a DevOps approach to service & support as part of the transition from a very short launch period into a live operation.

A lead Service Management role. Focussed on Merchant Payment Services and Payment Services Directive (PSD) regulatory control operation and improvement, additionally payments and loans across Europe. Supporting merchant services, UK Card and UK Coroprate Card initiatives and Germany during a period of successful Merchant Service transition and sun-setting.

Short term contract role to implement service introduction and planning for the successful delivery of a key business move into the direct consumer insurance market.

· At the heart of the International Debt industry TDX support Financial, Public and Government debt management through the provision of a debt management platform and analytics services to enable greater return for customers. My role to deliver the day to day IT platform, services and processes on which this award winning organisation is based on. · Service and technical delivery for all the groups’ IT Service for in excess of 100+ clients in the UK (Nottingham & Leeds), Spain, South America, USA and Australia, also support the company growth to an international provider · Delivery and management of 1st 2nd 3rd and DBA support services, the provision of all ITIL Services (£5m+ budget) · Project leadership and delivery of new Spanish PLATO platform, a new government PLATO platform, office expansions in Nottingham and Madrid, VC installation and Service improvement projects · A strong Vendor management element with BT (GS & ITS), IBM, Easynet, Rackspace, Telstra Cloud, SAS, Oracle and other smaller vendors integrated to all service processes, reporting and review · Consistent service availability across the year in excess of 99.99% with FTF improvements from 18% through to 56% · Disaster Recovery reviewed, business case approval and implementation of a DR solution to support contractual needs and internal business and audit requirements · Sales Support for all IT service elements of sales bids including two major governments wins in 2014 worth £22Bn worth of debt the DMI and ETC projects · A community champion for the organisation supporting our impact on the local community.

The Co-Operative Group is the largest and first co-operative, based in Manchester, during my 20 months here I covered 3 main roles:Group IT: Digital: Senior Service & Support Manager (Interim) 9 monthsSupporting the early days development of the Digital team across all aspects of Digital using Agile metholodgy. + Service relationship & reviews with Apps Development & WCMS providers + Detailed contractual review with legal & procurement for all new and current suppliers + Team management & development of BA's, TA's and UndergraduatesCorporate IT: Head of IT for Marketing & Membership (Interim) 4 months + Service review and management of key suppliers + Worked closely with customers on the delivery of day to day services - Membership – (7 million plus) core to the co-operative brand, + Worked closely with the project teams in the delivery of big data initiativesCorporate IT: Head of IT for all non financial services (Interim) 7 months + Covering the day to day service operations for key corporate customers - Oracle HRMS (114,000 staff), - Membership – (7 million plus) core to the co-operative brand, - Legal, Estates and Secretariat + Project work during this time has involved - Service Maturity (Everest), - HR transformation to a single instance - Delivery of the auto enrollment for Pensions legislation + A service centric approach to filling the service gaps with the corporate customer base through the delivery and agreement of standard SLA’s and reporting

ESR: The Electronic Staff Record Service is the world’s largest integrated Oracle HRMS service that pays and delivers a HR solution to the whole of the NHS in England and Wales all 1.4+ Million staff.Leading all ESR customer facing teams: - Application Support - Customer Education, - Service Delivery Managers - Incident / Problem Management - Technical Authors - Service Level Reporting - Event ManagementI also managed the Oracle Financials service support team for the Crown Prossecution Service (CPS).Invited in to develop an integrated set of service management processes and excellence across the organisation based on maturing a service management culture post ESR service implementation.What have I achieved in making ESR a service after implementation?- An integrated web service portal for all customer service information and knowledge- 3 years of improved customer satisfaction above satisfied month on month- A 66% reduction in Incident back-log across my teams- First Time Fix consistently above 60% from a starting base of 7%- The introduction of Payroll Best Practice approach/measurement across the NHS- The implementation of HR and Payroll Super User Education- Structured and delivered Vendor/Supplier management- All key SLA metrics are improved with a massive reduction in service penalty- Made a significant differenceI focussed on putting people first through open and honest communication to deliver service and game changing activities around industry standard best practice and this has driven customer satisfaction to the highest levels within this service, from the ambivalent customer to the satisfied one (currently in excess of 3years of satisfied unsolicited customer feedback) for all the services I owned. I worked closely with all customers at all levels, my teams and others on all aspects of the services, processes and measures,looking to develop this sound approach further in partnership with them.

ITIL V3, Prince 2 and ISO/IEC 20000 qualified Managing Consultant.Providing consultancy services to Global and Local IT departments. A first lecturer in Service Management for all service management disciplines and courses. Developed and delivered both bespoke and standard ITIL education for BAE systems Ltd.Winner of the ITSMF Service Management Project of the Year 2007 for the work at the Provident Financial.Having worked with: Global players such as Microsoft, Scottish Widows, Allied British Foods, Ford, Centrica, BAE, Vestas (world's leading wind turbine company: Denmark), Siemens Energy Services; The Provident Financial; Sky and many others.

Led and continuously improved to a Best Practice standard the following functions and processes, a team of 35 associates:Service Desk, Second Line, Problem Management, Incident Management, Critcial Incident Management Configuration Management and Access Management management teamsInitiated the delivery of Service Level Management function.Delivered Availability and Capacity management processes in a global settingDelivered Cofiguration management processes in a global setting.Applied Access Management to meet Sarbox and FSA audit requirements across Europe as the lead in a Global Project.Additionally involved in Behavioural interviewing and coaching.Seconded to HR for 9 months to review and improve process performance and their subsequent outsourcing.

During this time led the Development teams and Consultancy teams for Midland.Initially Development Manager for the consultancy led developments and moved on to manage all the legacy development systems whilst the Trent solution was being developed.Created the consultancy, education and documentation teams for the support and delivery of the Trent HR package and their products.

Development & Support Manager Star FinancialsReduced successfully down from 600 to 32 the number of outstanding incidents and daily churn of calls, greatly increasing customer satisfaction enabling the sale of additional Star modules.SQL Consultancy: DM-Nurse & DM-RadiologyCreated, delivered and supported the SQL module for the DM-Nurse and DM-Rad products.Various HR activitiesDeveloped and presented a Career Management course to over 300 staffDeveloped and presented an Induction Programme including process improvement, problem solving, reward and recognition strategies, to the 400 additional staff who came on board.Consultant Case Note Tracking and Nursing SystemsProject managed, supported and acted as customer contact in the implementation of these packages to over 25 NHS Trusts in the UK.Additionally taught a Career Management course to 450+ people and a Ways of working course including problem solving, process improvements and KPI reporting to over 550+ people.

Worked as a solutions architect mainly in the Healthcare IT area, providing bespoke systems to Endoscopy, Colonoscopy, Haematology, Maternity and other clinical departments.

Led the development and creation from scratch of Nursing, Mental Health and other IT systems for the NHS and private hospitals in the UK and Ireland. Designed, project managed and delivered these to multiple customers across the UK. Working in a combination of Mumps, C and Unix.

Developed a suite of statistical programmes in 'c'Developed a suite of Analysis techniques for the Community Medicine and Epidemeology Department using SPSSLectured to first and third year medical students on the use of Statistics in Epidemeology.Created several papers with Community medine and other hospital departments at the Queens Medical Centre in Nottingham

Student Placement: worked as part of the Management Services function testing applications in Business Basic, delivering and implementing, Accountancy, Weighbridge and Payroll systems to the key cheese making factories around the UK.