Working within the FIS Skills Department, a groundbreaking and innovative team responsible for defining and delivering a national programme designed to attack the growing skills gap within the sector in collaboration with the broader construction industry. Accountable for working with members and industry to create bespoke and fit-for-purpose programmes to provide the sector with a one-stop “push the button” approach to solving the skills crisis.

Recruited to deliver the service of the divisions’ flagship customer. Managed the service transition of their in-house IT infrastructure into Civica’s hosted solution whilst maintaining close engagement with business, technical and project staff within both organisations to ensure key milestones were met without impacting service. Upon transition completion, a further deliverable was to develop and implement the “BAU” service management disciplines in accordance with the Master Service Agreement. Major achievements:- Transformed service from red to green within 6 months, preventing service credits in excess of £100k per annum being levied.- Prevented significant revenue reduction and contractual rework costs using stakeholder management and influencing skills.- Successfully transitioned the account into a BAU framework, achieving corporate sign-off in-line with schedule.- Implemented complex contractual, regulatory and compliance governance as defined within the Master Service Agreement.- Reduced volume of incidents by 60% by proactively monitoring support activities and driving associated improvements.- On-track to deliver a >30% cost saving to the client over a 7-year contract term. - Approached to manage a troubled account. Stabilised within 4 months, additional governance and rigour was implemented, and additional procedures aligned to Resilience/Future Growth/Continuous Service Improvement activities were in place. - Contract extension for a further year has recently been secured.

Approached by the family owners of a highly regarded network infrastructure services company to help define and drive an organic growth strategy aimed at increasing turnover by 50% in two years. Leading the operational team to ensure the services are planned and managed effectively, identifying and controlling risks and issues to protect service delivery and minimise disruption.Major achievements:- Implementing a resilient and scalable ITIL-aligned service management framework to support the ambitious growth strategy whilst ensuring existing services continue to be delivered successfully- Introducing rigorous operational governance within the business, incorporating service suppliers and other key stakeholders- Developing and implementing S.M.A.R.T Service Improvement Plans to address under-performing service areas- Achieving formal OHSAS 18001 and ISO 14001 accreditation within seven months of joining by substantially improving safety, health and environmental processes- Securing lucrative and long-term contracts in the public sector - Undertaking successful negotiations with third parties to secure best value whilst improving service delivery performance.

Managing the operational, financial and service delivery of IT services’ largest and most profitable contract - BT Structured Cabling. Responsible for delivering a varied work profile including UK-wide multi-site projects, large single site projects, managed service sub-contracts for key BT customers, installation works for SMEs and maintenance contracts. Manager of a cross-functional team across the UK and Europe. Preparing MI and presenting at board level as well as undertaking service reviews and reporting with customers and third party suppliers. Ensuring succession planning and business continuity processes are reviewed and updated.Major achievements:- Led the profitable delivery of multi-million pound contracts year on year including a two-year contract renewal - Voluntarily increasing customer SLAs from 95% to 98% and improving productivity and driving service excellence by streamlining and standardising processes; these processes became a benchmark for future engagements - Implementing formal monthly service review meetings with service providers, applying rewards/penalties as defined within the service contract - Key stakeholder to the organic growth of the partnership with BT by securing the lucrative MOD Managed Site Connectivity contract, worth in excess of £50 million over a five year period- Receiving a testimonial from BT recognising that repeat business was awarded as a direct result of consistent operational excellence, winning lucrative, lengthy and high profile contracts, e.g. 2012 Olympics, as a result- Successfully embedding a culture of innovation and sustainability across the operation- Service lead for the implementation of a new proprietary ERP system, ensuring it is fit for purpose, stable, and able to cope with existing and future business requirements

Encompassing a broad scope of responsibility, the PMO managed the BT Structured Cabling Managed Service Account on behalf of BT. Accountabilities included:• Full responsibility for a team that delivered over £1m of revenue per month. • Relationship management responsibility for the 3rd party engineering network across the UK.• Chaired regular stakeholder service reviews. • Responsible for the billing management processes, working with the accountants and presenting the P&L figures at board level on a monthly basis. In addition to programme management, I was the SDM for three additional Managed Services within the BTSC portfolio, two of which delivered in excess of £1 million per annum.

Working within a complex web-based banking environments, responsible for ensuring that the web-sites, AS400 platforms and associated subsystems were operational at all times, This ITIL-aligned role expanded to include a Service Management role for three separate business areas within Abbey following the takeover by Santander.

Team Leader working on a rotating 24-hour shift basis responsible for the support and maintenance of the Barclays Clearing Services image platform and its associated sub-systems. Main duties included: • Service Desk provision• First line Hardware, PC/LAN support and Network support.• Incident management and subsequent problem determination and resolution. • Member of the Change Advisory Board, supporting the Change & Release Management activities.• Member of the Major Incident Management team.• Presentation skills to cascade information at all levels