▪ Deputy for Customer Services Director▪ Managed the overall service desk function and team. e.g. Rosters, skills matrix, recruitment, training, engagement, productivity & performance▪ Consistently achieved SLA/KPI targets resulting in business growth and customer retention▪ Directly consulted with customers to ensure operation is reaching their expectation and iron out any areas of concern and improvement▪ Managed escalated customer queries and disputes, finding swift resolutions whilst maintaining excellent customer relations▪ Efficiently onboarded new customers and embedded tailored processes and managed service structures▪ Facilitated with implementation of systems for internal and customer use. e.g., VCC & BT CCC Cisco Finesse▪ Effectively identified process, system, and device inefficiencies to ensure continuous improvement practices are at forefront of the operation▪ Facilitated high-quality service desk operations, applying best practice methods to customer pilots and fully embedded accounts

Direct Line Management of 2 teams of 14 employees across multiple locations within the uk. Overall responsibility of second line and desktop engineering teams who are retail based, hybrid remote or field services.­ Technical Vetting 2nd line team of 8 desktop engineers, providing a call vetting service to 3,000 stores, covering Retail Epos, and Logistics­ Desktop services team of 6 desktop engineers working with Funeral care, Supply Chain and Regional Offices­ Working alongside a larger offshore Service Desk teamKey Responsibilities:▪ Reporting into the Regional Service Desk Manager – UK and Ireland▪ Full accountability of customer contractual SLAs and internal KPI adherence - remote resolution rate of 20% throughout the team, including software, hardware, and configuration support▪ Reporting on SLAs and KPIs to internal and external stakeholders▪ Striving to continuously improve remote resolution rates and first-time fixes within the team▪ Incident problem and change management▪ Continuously reviewing and updating all technical documentation, best practices and procedures for internal training and audit purposes▪ Consistently putting into practice ITIL framework specifically around service design, implementation, operations, and continuous improvement.▪ Integration of basic IT tools and standardisation of processes▪ Act as Voice of the Customer across the organisation▪ Responsible for all recruitment and onboarding▪ Key experience in conducting 1 to 1 meetings, call quality analysis, absence management, behavioural and competency reviews, to ensure that all colleagues are effectively developed, and employee relations issues effectively managed▪ Driving the teams towards motivation, engagement, and recognition within their individual roles.

Owner of a successful specialist wet room installation business for the disabled and elderly, working closely with Bolton and Salford mobility of carers, overseeing a large portfolio of work.Key Responsibilities:▪ A high customer facing role with full responsibility for budgetary control and site performance▪ Analyse, review and develop business strategies▪ Carry out plans for promoting, production and sales▪ Responsible for hiring qualified and skilled employees to foster the growth of the business▪ Experience of Partnership arrangements▪ Upto date on all aspects of Health and Safety legislation

Accountable for the planning, management and implementation of strategic IT projects. Key Responsibilities: Reporting to the IT Programme Manager Responsibility for the delivery of multiple IT projects from initiation to closure, taking ownership of the key project management elements, including initiation, project planning, monitoring and control (to time, cost, quality, scope and management of risk and change control, and successful transition to BAU and closure Ensure correct procedures are followed to manage all risks, issues and dependencies associated with the projects. Includes ensuring they are properly documented, reported and actively managed, proposing appropriate action and accompanied by effective communication throughout the process Development of project plans to ensure that resource requirements and timescales are agreed and met Detailed knowledge and experience in all stages of the Project lifecycle and ability to employ all aspects of the Project Management methodology Develop and maintain effective communication channels with peers, stakeholders and the wider business to ensure engagement, support and delivery of the project’s outcomes and therefore ultimately its benefits and vision

Highly adaptable Manager responsible for a large team of 50 Infrastructure Analysts and 12 Team Leaders, supporting over 3,000 business users, to ensure a high standard of customer focus is achieved whilst meeting SLA and KPI requirements.Key Responsibilities:▪ Full accountability of customer contractual SLAs and internal KPI adherence - remote resolution rate of 60% throughout the team, including software, hardware, and configuration support.▪ Regularly dealing with high profile escalations that go beyond the standard business procedures, requiring detailed investigation and the delivery of clear and concise updates to key stakeholders across the business▪ Positioned as the primary point of contact for the service desk during out of hours periods – when liaising with colleagues across the business when an outage is suffered, or a major incident is in progress▪ Responsible for identifying trends with incidents and requests and working with teams to reduce the impact to retail stores and Head Office users▪ Working with third party suppliers to monitor hardware support is provided to the agreed SLA and hold regular supplier reviews▪ Negotiating with HR regarding contract changes to existing staff and agreeing acceptable shift patternsKey Achievements:▪ Increased first line resolution of incidents on Co-op Service Desk from 45% to 60%