Responsible for the overall management of our key vendor Computacenter for the provision of the banks IT Service Desko Management responsibility for the TSB Service Desk Management teamo Supplier governance including financial accountability for the contractResponsible for the overall end-to-end Problem Management processo Management responsibility for the TSB Problem Management Teamo Responsible for the design, delivery and improvement of problem models and workflows

Responsible for the end-to-end operations, management and support provided by the Global Incident Response Team (GIRT) within Operational ITo Overall management of 22 staff members, and the accountability for Service Desk, ITIL functions: Incident, Problem, Change and Request Management.o Managing Service Desk resource supplier Ajilon:o weekly, monthly, and quarterly service desk reviews with the suppliero financial accountability for the contracto driving service improvement initiatives and cost reductions through efficiencieso involved in recruitmento mentoring of staffo continuous service quality improvement

o Working closely with Atos and Customer Service Managers to ensure services provided were up to high standards and quality. o Acting as focal point for Service Managers across multiple accounts, ensuring the escalations, issues and improvements are appropriately managed on behalf of the Tower. o Acting as relationship manger between the Account Team and Delivery teams ensuring projects and service improvements delivery are on track, to cost and quality. o Accountable for monthly Customer Satisfaction surveys, analysis of detractor responses feeding to a service improvement plans for accounts as required.o Managing continuous improvement of cost reduction and margin improvement for the accounts and the Tower. o Reporting on key performance indicators, targets and objectives within the pre-defined target areaso Creation and management of service improvement plans feeding into the master account plano Chairing weekly and monthly service improvements meetings with service delivery teams and Customers.o Management of risk and issues register for multiple Customers.o Lead transition to an Outsourced Global Service Desk (tooling, processes, communication, and training) - successfully completed in August 2015 which resulted in promotion to a Senior Service Manager

o Managed transition projects from bid to deliveryo Management of due diligence activities and reportso Solution management and business case reviews and presentation to all stakeholderso Financial accountability of the project o Creation and management of standard project documentationo Responsible for regular checkpoint reviews with all interested partieso Accountable for Service Acceptance activitieso Projects’ lessons learnt reviews and projects’ closure reportingo Acted as a liaison for delivery teams and Service Management / Customero Accountable for identifying new and existing off- shore opportunitieso Responsible for the financial aspect of all off shored services (tracking monthly costs and revenue)

o Managed Service Desk operation for multiple clientso Managed teams of staff between 40 and 50 (Service Desk and ITIL)o Managed Service Level Agreements, complaints, and internal escalationso Resource and performance management of all staff (following appraisal process)o Staff coaching and mentoringo Chaired and documented regular service review meetings with senior management and customers