Reporting to Senior Director of IT Global Operations, accountable for the management and enhancement of ITIL Processes. Operating as Business Owner across four Scrum Teams; IT Service Delivery, IT Asset Management, IT Operations Management and ServiceNow Platform

Reporting to the Head of IT, accountable for the lifecycle of Service Operations for Milk and More including Service Delivery, Testing & Security. Responsible for developing and sustaining relationships with existing and prospective IT vendors.

Head of Service Delivery Management for Key Accounts, responsible for managing 8 Service Delivery Managers & 3 Technical Service Managers. Managing a team providing services across the Six Degrees portfolio including Public & Private Cloud, Citrix, VMWare, EUC, Connectivity and Unified Communications to the Top Tier Clients including Utility, FinTech and Legal sectors

Accountable for all Service Delivery Operations across EMEA region, managing a team of 9 Service Delivery Managers based in offices in UK, Portugal, Amsterdam & Dubai

Accountable for all Service Delivery Operations delivered by Vision-Box UK office, managing a team of 2 Service Delivery Managers

Responsible for delivering ITIL Processes: Incident, Problem, Change, Release, Information Security & Service Level Management Key Stakeholder Management for a complex set of stakeholders including Government Departments, Airport Authorities, internal teams, suppliers and partnersLine Manager duties for a team of 8 Technical Support Specialist including resource allocation, leave approvals, day-to-day role support and staffing recruitment, as well as involvement of candidate selection processIn October 2016 I was promoted to Service Manager to oversee the UK Service Function

Over a 9 year contracting period at Novartis Pharmaceuticals I progressed through a number of IT roles starting with IT Service Desk Specialist, culminating in IT Service On-Boarding Manager working within the newly formed Service Integration and Management (SIAM) organisation01/2014 – 04/2014 - Service On-Boarding Manager, Service Integration & Management 01/2011 – 12/2013 - New Service Integration Manager, Global Service Desk09/2009 – 12/2010 - Clientvision Service Desk Integration Manager, Global Service Desk 12/2007 – 08/2009 - Service Development Team Leader03/2007 – 11/2007 - IT Business and Service Project Leader01/2006 – 02/2007 - IT Service Desk Team Leader 03/2005 – 12/2005 - IT Service Desk Specialist

Responsible for:• Collection and analysis of monthly billing and activity records for Managed Print Services• Working within the I.T. infrastructure team providing level two support for Printers