• Strategic Vision: Creating, communicating, and delivering a compelling strategy and vision for the future of the IoT operating model, ensuring alignment with business goals and customer needs.• Continuous Improvement: Leading and managing a continuous business improvement program, leveraging lean methodologies and tools to enhance financial performance and operational efficiency.• Organisational Improvement: Designing and implementing initiatives to improve organisational efficiency and effectiveness, ensuring optimal IoT business outcomes.• Cross-functional Collaboration: Partnering with cross-functional teams to identify improvement opportunities, develop solutions, and drive complex organisational changes while maintaining strong stakeholder engagement.• Customer Journey Management: Documenting all customer journeys and processes to ensure they reflect current practices, are holistically aligned, and capture interdependencies within the wider organisation.

Manage the end-to-end design & delivery of services and solutions within the IoT & Digital project lifecycle. Ensuring products and solutions are fit for purpose and ready to serve customersManagement of service and solution transition, including organising and coordinating the e2e operational process testing and wargaming, multiple operation teams and market rollout, and in-life continuous service improvements activitiesPoint of contact and coordination for project service delivery and local/virtual teams of Service Designers and other business and operation stakeholdersContribution to global budgetary submissions for a solution with service inputs. Deliver quality solutions, to plan and within budget allocation. Consolidate and Manage cost-to-serve metrics and operational KPI’s

Portfolio manager for customer facing processes (onboarding & in-life management) and associated catalogues, documents, templates and toolsLead, manage and deliver operational improvement projects in IoT business functionsEnsure new product features are incorporated into repeatable delivery processesManage internal suppliers to ensure performance against agreed targets/OLAsChair supplier review meetings & continuous improvement forumsRepresent IoT business on operational boards

• Portfolio manager for customer complaints for Billing & Payments• Manage data quality & source information• Manage internal cross skilling activities• Design, Plan & Implement Assurance activities and processes• Analyse Business requirements and deliver improvement activities• Drive the improvement of customer experience by improving bill experience• Subject Matter Expert for Vodafone’s NewCo 300 Million pound IT Project for Enterprise Transformation

• Portfolio manager for the SMB billing engine end to end routines• Portfolio manager Partner billing and collection routines• Responsible customer billing circa £260 million per annum in billed revenue• Management of niche billing platforms circa £8 million per month• Manage the collection of circa £18 million per month through Direct Debit procedures• Subject Matter Expert for Vodafone’s NewCo 300 Million pound IT Project for Enterprise Transformation• Lead User Acceptance Testing activity, planning, testing, implementation and sign off, for any system updates, Service Packs or developments• Project Co-ordination on system and data cleansing producing system and commercial benefits• Drive commercial benefits of bringing Managed Service contracts in-house• Management of 9 specialists including conducting 1-2-1’s, appraisals and organising workloads