• Accountable for the Technology Infrastructure & Operations functions for the UK businesses, as well as technology teams that support HR and Finance, and the technology procurement team, project management and CRM product teams• Responsible for leadership of the teams to ensure that they deliver fit for purpose, robust and reliable, cost-effective services to the multiple stakeholders, both within the UK and more widely through group technology services• Creating and managing budgets, ensuring that any competing priorities of the stakeholder(s) are managed and planned, along with the resource planning and development of the team• Contribute and collaborate with the Global Technology Board on the provision of shared group services, ensuring that any UK based resources are contributing as agreed to the delivery of group services• Participates in the assessment of solutions required to achieve desired business goals• Responsibility for charging and re-charging models for the group to ensure they are effective and efficient and meet the compliance requirements of the business• Supports the Technology sourcing strategy, and provides oversight for infrastructure vendor and partner relationship management• Works closely with HR to execute a Technology "people strategy" that aligns with the business and Technology strategy. Continually looks for leading-edge and innovative solutions to the recruitment, development and retention of the technology workforce• Works with Technology leadership team to forecast future skills needs to acquire and develop a Technology workforce with the appropriate mix of business knowledge, technical skills and competencies• Works toward a balance between growing the agility required to achieve digital business objectives and ensuring the core technology functions are reliable, stable and efficient• Provides leadership, coaching and direction to the shared technology teams

Engaged with the Thames Valley Police & Hampshire Constabulary IT team to help improve:- Change Management- Problem Management- Incident Management

Responsible for creating and running a world class, business led change function• Leading the implementation of change programmes/projects across the company to transform and enable growth• Planning & executing external client driven implementations with P & L responsibility• Develop strategic relationships with our parent company, Tech Mahindra and leverage opportunities where appropriate• Operate a flexible resource pool to ensure capacity meets demand and lead an offshore capability that allows the rapid scaling when required• Responsibility for a team of 250+ team members across Software Development, Testing, Business Analysis, Automation Service Transition & Data teams• Member of the Business Change Senior Leadership team helping to execute a strategy to achieve the existing and future company objectives and growth plan

Responsible for driving transformational operational enhancements to the IT “run” function • Focused on identifying ways to reduce the overall IT cost base, via automation, outsourcing & offshoring• Full accountability for all IT “run” services for 1000+ internal users and external clients• Budgetary management and control of Opex budget of £7M & Capex budget of £5M• Key member of the Senior Management Team within the Delivery function• Achieved cost savings of £500K through supplier renegotiation/rationalisation• Implemented IT Command Centre & IT Support Centre with launch of showcase environment• Conducted regular evaluations & reviews to reduce the overall IT cost base, driving process efficiencies• Implemented PCI-DSS across the business and achieved award winning accreditation• Introduced ITIL governance: Incident, Change & Problem management along with Service Transition• Reduced level of high severity incidents by 80% over two-year period by driving improvement programme• Drove Cyber Security strategy and introduced internal controls across the organisation• Chaired enhanced Senior Leadership Team driving greater effectiveness and contributed to a number of change initiatives• Created new IT Operations Leadership Team and achieved “one to watch” Best Companies team status

Key Achievements:• Designed, implemented & managed a 24/7 IT Command Centre operating model (Service Desk & Operations Bridge).• Delivered Command Centre environment and visualisation enhancements.• Launched Service Catalogue.• Event monitoring enhancements.• Implemented self-service password management.• Upgraded IT Service Management tool creating improved call routing, automation and self-service.• Delivered enhanced Change Management governance – reducing late/emergency and failed changes.• Implemented SCCM.• Introduced improvements to Incident Management – standard notifications, SMS alerts, Avaya call messaging• Created online and real time Service Availability Portal.• Introduced “shift left” methodology, moving tasks to optimum resources to deliver cost efficiencies.• Designed and implemented standard service levels and severity designations.• Transformation of out of hours support model, reducing operating costs.• User Collaboration - online user survey and action plan launched & creation of user forums.

Key Responsibilities:■ Managing internal customer relationships and running Service Review Boards. Responsible for the success of services provided to the customer.■ Accountability for the global internal IT shared service provision for a c7500 global user base and the internal IT budget (£17M).■ Line management for Applications (SAP, Oracle, HFM, Cognos, BMC Remedy, Salesforce, Jive) & End User Computing. ■ Accountable for outsourced supply of Network, Infrastructure, Voice, Video, Mobile, Database, Change Management, Storage/Backup, Configuration Management, DR & BCP services.■ Negotiating and reporting service to customers including the agreement of price & service (SLA) and contract management.■ Constantly identifying ways to reduce the overall IT cost base.■ Establishing and managing effective supply/supplier agreements/relationships/performance.■ Acting as the service owner on behalf of the business and sit on various project boards/steering groups.■ Headed the Software Asset Management (SAM) function.Key Achievements:■ Created and implemented a Supplier Management framework across the Group.■ Exceeded cost reduction target in 2014 and delivered a £2.5M annualised saving.■ Created and implemented a target operating model. ■ Delivered sustainable service improvement: roll-out of collaboration tool (Jive), implementation of a new HR system (Workday), single sign on tool (OKTA) and video conferencing facility (Vidyo). ■ Led a transformation programme to implement a continuous improvement culture in service delivery and customer experience. ■ Implemented a service catalogue, definitions/SLAs, reporting, service/price negotiation and recharge model.■ Produced a systems roadmap responsive to the Group information strategy and computing needs. ■ Implemented a mobile application for the Xchanging plc Board to manage Board meetings on a tablet, eliminating all paper, improving efficiency and promoting innovation.

Key Responsibilities:■ Leading the Technology Services IT department’s transformational change programme to improve both the operating model and cost base to meet the challenges of the business across people, process, technology & the customer experience.■ Managing and developing the Change Management, Service Acceptance, Asset Management and Configuration Management functions globally.■ Member of the Change Advisory Board (CAB)■ Line management responsibility for six direct reports.■ Member of the Operations Leadership team with responsibility for growing, running & changing the business.■ Bid response management, including implementation of new IT and business services. Key Achievements:■ Streamlined the change management process leading to a more efficient process resulting in 25% less time spent whilst maintaining quality.■ Delivered cost savings through supplier relationships, better negotiation, consolidation and partnering:➢ 20% savings on all IBM spend totalling £350K on a spend of £1.7M.➢ Symantec maintenance reduced by 23% over 4 years from £250K to £185K per annum.➢ Regional Network costs reduced by over 40% in first half of 2012 through the negotiation of 3 key contracts saving over £350K per annum.➢ 40% savings made on Global WAN following network simplification and supplier consolidation.➢ £114K avoided through negotiation of Adobe audit resulting in no compliance issues.■ Transformed the incident management process by introducing a streamlined process, improving communication and a text alert system.■ Implemented a new SAM toolset and process to improve control, optimisation and compliance.

Key Responsibilities:■ Managing the service delivery to customers.■ Run customer service review boards and ultimate accountability for customer success.■ Accountability for the Service Desk for internal and external customers leading a team of 70 people receiving 600 calls per day. ■ Leading the ITIL functions of Incident, Problem & Change/Release Management, Software Acceptance, Software Asset Management and Vendor Management.■ Service delivery to SLAs, KPIs and other contractual commitments to customers within the IT, BPO, Procurement, Finance, Insurance, Broking and HR industries/sectors.■ Management of 4 directs reports and overall team size of 55 FTE across global locations. ■ Financial management of £3.5m P & L.■ On-boarding of new customers/services/products working in conjunction with the Sales and Account Managements teams■ Production of management information reporting■ Manage incidents, complaints and escalations■ Project management of multiple streams of work – new technology, upgrades, products, servicesKey Achievements:■ Delivered an operational cost reduction initiative, saving £1.9M over five years.■ Improved customer and supplier management/relationships to achieve 95% service level (from 80%) and improved customer service.■ Average call answering speed reduced from 1 minute to 20 seconds.■ Cut high priority incidents by 85% leading to reduced failure costs of over £2M per annum.

Key Responsibilities:■ Ensuring successful customer service delivery.■ Conduct customer service engagements to retain and grow customer portfolio.■ Leading the 24x7 IT Operational technical support teams (customer facing) across multiple platforms: Wintel, I-Series, Unix, Oracle/SQL DBA, Network, Voice, Video, Mainframe, Back up & Storage, DR & BCP, Data Centre, Application services and Desktop Support management■ Leadership for a team of 250+ across multiple locations – on/near/off shore. ■ Delivering mission critical support, providing the infrastructure and support for £55bn of metal trades a year (London Metal Exchange), £30bn of payroll processing a year (NorthgateArinso), electronic claims handling for the London insurance market, network and voice support (Gatwick Airport infrastructure).■ Management of various third party suppliers and responsible for all commercial aspects.■ Accountable for IT budgets (run & change) in excess of £30M.■ On-boarding of new customers/services/products working in conjunction with the Sales and Account Managements teamsTransition of new/upgraded technologies■ Production of management information reporting■ Manage incidents, complaints and escalations■ Project management of multiple streams of work – new technology, upgrades, products, servicesKey Achievements:■ Effective resource and capacity management including operational cost reduction (£120K in 2009).■ Management of the change programme involving the offshoring of 15 roles from the UK to India achieving a £400K annual run cost saving.■ Implemented a network simplification programme by upgrading core infrastructure, eliminating single points of failure and reducing incidents.■ Improved service stability, reducing high priority incidents by 85% leading to failure costs of over £2M per year.

Accountability for leading a team managing a range of third party applications and implementing these across the business globally■ Responsibility for the management of third party applications used by Xchanging: Touchpaper, SAP and Talisma■ Managed Supplier Review Board meetings to ensure on-going service provision■ Identified cost saving opportunities across the supplier base ■ Managed stakeholder communications■ Development of “managed services” to global customer base implementing a profitable financial cost model and excellent service delivery

■ Provided a customer interface between Xchanging Ins-sure Services, senior management and the Lloyd’s & Company London Insurance Market■ Managed the customer relationship with Lloyd’s Managing Agents, Companies and Brokers■ Responsibility for liaison with customers, obtaining feedback and ensuring effective communications and maintenance of customer information■ Be a visible, understood and identifiable point of contact for the provision of information, help and assistance ■ Conducted regular documented meetings/presentations with senior representatives of customers covering a range of ins-sure related topics including performance, strategy and identification of new service opportunities■ Assisted in the production of service proposals for the provision of new and existing services■ Accountability for growing the existing customer accounts and for managing new accounts■ Successfully ensured appropriate relationships were in place across the customer base■ Assisted in face to face presentations to customers relating to new opportunities