∙ Ensure our people have a globally consistent, reliable and friction-less tool set so our people can work as efficiently and effectively as possible coupled with the highest level of support.∙ Lead a team of 1st-3rd line Systems Engineers within our Workplace Technology Team based across EMEA and APAC regions.∙ Ensure continuous improvement across the department in terms of how we operate internally, deliver our service and the technology we deploy.∙ Business relationship management, ensuring our people are kept up to date with our initiatives and projects while ensuring we know about theirs.∙ Develop and implement global support processes and procedures that support our ISO27001 accreditation.∙ Vendor relationship management - Undertake regular product and service reviews

• Lead the 1st/2nd line Internal IT support for the UK business supporting approx 700 people.• Developed and implemented incident management and KPIs for the UK corporate team.• Ensure the UK team work with our global colleagues to ensure strong and consistent delivery of global initiatives.• Plan and manage desk side refresh ensuring our people have the right kit to support their roles. • Business relationship management, ensuring our senior internal customers are kept up to date with our initiatives and projects while ensuring we know about theirs.• Risk management with regular reviews of any internal risks, maintaining a risk log to record and/or create actions against them.• Contribute to maintaining our ISO27001 accreditation.• Create monthly service reporting based on services offered by our internal support team.• Internal IT Escalation point for all people in the UK.• Create and regularly review internal IT processes.• Manage, coach and develop a team of 1st/2nd line support analysts.

Key Responsibilities• Managed the day to day service support for Archant’s media businesses that covered the majority of the UK supporting approximately 1700 users.• Ensured SLA’s between IT and the business were achieved consistently with targets increasing year on year, regularly passing well over 95% of all incidents and service requests raised with a track record of passing this over a five year period.• Financial analysis - Managed monthly spend and reviewed service expenditure to ensure we were under or achieved budgets on repairs, refresh and significant contribution to managing six figure fixed line telephony budget and mobile budget.• Supplier management – Worked closely with and maintained good relationships with suppliers. Completed reviews/cost analysis of existing vs prospective suppliers.• SIP – Ensured desktop & laptop refresh was completed on time and to budget.• Set IT system standards and implement new IT strategies.• PM, CM and MIR reviews – Regular review meetings with a view to reducing incidents.• Primary adviser to Directors and Senior Managers on any IT related subject matter or projects.• Managed and developed a team of support analysts.

Key Responsibilities:• Worked on a major project to upgrade the company’s finance system.• Ensured all server and network infrastructures in my areas were running as efficiently as possible.• Secondment to the Desktop Support Team in August 2007 with the primary focus on reviewing and rebuilding 2nd line support service for the part of the business.• Contributed to the creation and implementation of a new incident management process

Key Responsibilities:• Responsible for I.T. support for staff in 15 offices across the United Kingdom and supporting over 300 users.• Ensured service level agreements between I.T and the business were met.• Primary advisor to Directors and Senior Managers on any I.T. issues with their projects.• Generate ideas and streamline working practices throughout the business.• Provide input on system standards as part of the I.T. Infrastructure team & implement new strategies.• Liaise with procurement and give technical input on possible purchases.

Key Responsibilities:• Managed I.T. systems for the head office and home workers across Lancashire, Cheshire and Yorkshire.• Implemented and maintained a disaster recovery plan and kept it up to date.• Developed & maintained system effectiveness, security, user management & privileges.• Provided technical support to all computer users within the company• Managed the mobile phone contract and device allocations.• Supervised website development and implementation for our product's websites.