Responsible for leading Sky's Service operational change portfolio. Key responsibilities include:Portfolio Management of the overall Service change plan. Effective management of plan level risks & issues, and stakeholder reporting.Senior delivery lead for typically c5-7 high priority programmes and projects leading and delivering through a team of project managers and business / change analysts.Set up & ongoing management of PMO including managing our change pipeline, prioritisation and overall change governance.Congestion management working in partnership with planning, ops and other delivery teams to manage a macro level change congestion plan; finding the right landing spot for key changes to land and embed first time.People leadership of our team of talented change professionals.

For 3 years I was part of Sky's Ops Leadership Team; living and working abroad leading international contact centres before leading Sky's exec complaints function then moving into co-leaderhsip of our operational Assurance teams.I was responsible for leading Sky's Service strategy and operating model in Bulgaria. This involved working closely (and uniquely) with our strategic partners, 60K running the day to day operations of 2 international contact centres in Sofia and Plovdiv with +500 employees, and ultimately improve the quality & customer experience of our +1 million customer conversations per year.I was also responsible for leading operational strategic change & projects such as our advisor to leader talent development programme (Stepping Into Management), in addition to helping to keep our business and customers safe as Service ops lead for all things compliance. I was also operational sponsor for the change delivery of exciting product partnerships such as Spotify, Netflix & BT Sport ensuring change landed effectively in our contact centres.

I supported the Senior leadership teams in Sheffield and Derby contact centres to deliver their people tramsfromation and performance improvement plans and meet their end of year targets. I provided governance & accountability, operational insight & education (actionable intelligence) to make better people and business decisions to improve the overall customer journey, and supported landing & embedding of key change activities.

Rotational placements across the Sky Customer Service Group gaining valuable experience of overseeing the tactical implementation of Sky's resouce planning as a Real Time Planning Coordinator; producing key 'deep dive' insights to support and inform operational action planning within the Quality function, and experience of designing and leading a high performing service operation which leveraged the strengths of the team to maximise optimal performance for the customer and business as a Customer Experience Manager within Sky contact centres.

Rather than being a typical classroom assistant supporting the main teacher, I was leading classes myself. I was entrusted with teaching English language and British culture lessons to classes of up to 35 children aged 11-16; planning and preparing lessons for all classes ensuring compliance with the annual curriculum setting pupils up for success with their examinations. I also frequently provided one on one language support to pupils and also coordinated and supervised extracurricular activities, having accountability for over 200 pupils on various school trips.