Joining Xoomworks Technology Leadership team post the acquisition by Accenture but prior to its integration into the wider business. Helping to define Xoomworks as a Digital Product business unit with Accenture and support the transition to ensure minimum disruption to Staff and Clients whilst meeting the business case on which the acquisition was based.Working closely with Clients across multiple geographies (UK, Romania, Bulgaria, USA, Australia, Switzerland) to support demand and growth.Responsibility for all Xoomworks Technology Delivery and Services aspects, directly managing several key accounts.Additionally as part of the leadership team working closely with legal/commercial to close out sales opprtunities (new/renewals)

I joined CSI during a period of rapid growth both organically and through multiple acquisitions, overall responsibility for all operational teams of 120+ staff (Service Desk/NOC, Wintel, Networks, Unix, Monitoring, Security (SOC), Data protection & IBMi) across multiple global locations (UK, Romania and USA), supporting a multi-cloud technology approach in both Private and Public cloud environments.Key focus areas on the integration and development of people and technology to drive efficiencies/automation. Maturing business practices and processes whilst maintaining and improving client and employee satisfaction following three acquisitions.Led on a key initiative to drive customer satisfaction up, moving from an CSAT of 70% to 87% over an 18-month period and maintaining that position whilst in post.Part of the Senior Leadership Team, prioritising and executing both strategic and tactical initiatives to support growth of client base, achieve financial budget targets and retain staff.

Promoted to Education Business Unit Manager taking on responsibility for the One Education business from an operational (150+ staff) & P&L (20m+) aspect. This role expanded on previous responsibilities covering all areas of the business including Professional services, Marketing, Sales & Development to ensure the business performance met or exceeded target.

As Head of Service Operations my responsibilities extended to lead 4 additional departments: Application support (Service Desk), Customer Care, Publications and Integration teams through a change programme of service improvement. I completed a full operational restructure, driving organisational change and implemented a fresh approach to providing exceptional customer service, increasing Net promoter score (NPS) from a negative position to a positive position, above industry standards. I formed part of the Senior Management Team for Capita One and was involved in making key decisions on strategy and the direction of the One business. I hosted at the Capita One annual national conference in 2017 and presented a number of Key electives.

As the profit centre manager, I was responsible for managing all aspects of the Technical Services department for Capita ‘One’ Children’s Services application, from staff management through to business planning, P&L, reporting (4m+), identifying new business opportunities, developing new services and improving efficiency. The department was highly successful and grown year on year. Made up of 5 teams of specialists and analysts providing support and consultancy for our customer base. Overall responsibility for 25+ staff, handling professional development, training and performance management. During this period, I developed a fully managed hosted solution, meeting the future requirements of customers and brought this to market. A number of customers successfully adopted, having been fully migrated to this solution.

Working within the ONE technical services team, my duties as a Lead Technical Specialist include:• Managing the Technical Consultant Team from both an internal resource and scheduling perspective and also dealing with customer’s technical queries. • Ensuring assigned projects are completed by the team on time.• Looking after a number of managed services contracts, ensuring all customer requirements are met according to each contract.• Managing & Technical Lead on various ONE projects from the assessment stage through to the successful completion of the Live deployment• Upgrading the ONE environments at customer sites and remotely, which include Oracle database(s), SQL2005/8 databases & .Net components• Performing migrations for both Oracle and SQL server• Carrying out assessments, health checks & web server replacements• Designing architecture solutions for customers (server configuration, load balancing)• Writing customer facing technical documents• Testing release software and updatesAlthough my role is a technical one, a major part is also customer service and managing customer expectations. I am currently the main technical point of contact for a number of managed sites.I travel around the UK to many local authorities covering all technical aspects of the ONE software, ensuring that their ONE architecture is running smoothly, carrying out upgrades and implementing updated solutions, including knowledge transfer where necessary. I have also recently presented an elective at the One National User Group, helping to secure business for the Technical Services department.

Evaluation, installation, troubleshooting of network, email and virus issues. Helpdesk call handling, assignment and monitoring. Ensuring calls were updated and resolved in a timely manner. Troubleshooting hardware/software and perform necessary repairs. Handle projects with no degradation of ongoing assignments and responsibilities. Managing calls on behalf of customers with external suppliers. Setting up and supporting Mitel phone systems. Writing procedures for installation of software for other IT Staff.

My duties included, managing three other staff maintaining SLA’s, ensuringthe smooth running of the contract and assisting in research and development for projects,including planning, testing and implementing solutions. (e.g. lease replacement on PC’sand servers). Within my role I was involved in all aspects of managing servers, from initial building, testing and updating through to decommissioning. Installing and configuring client/server based applications and resolving many issues from network related problems to desktop and hardware support using various methods from remote admin to site visits.The council had over 3000+ PC’s and 100 servers across the borough. There were high levels of calls that needed to be prioritised and scheduled for Fix. The SLA was a 4-hour fix for servers and 8+8 hours for all other equipment. I also handled the warranty procedures for all new equipment.