Responsible for managing the delivery of key IT projects:• Managed a team of 4 test analysts. Conducted staff appraisals / performance reviews and created development plans for the team and each member of staff in line with business strategy• Managing a number of projects to enhance and replace and enhance our existing customer online despatch system and web services• Managed the analysis of business opportunities to ensure that the appropriate system opportunities were identified• Managed the project to replace 2,000 driver scanning devices and was responsible for the introduction of a managed device service• Liaised with joint user/system teams to ensure that cross-application / cross functional requirements were compatible with the overall business needs and that they could be integrated• Managed the expectations of stakeholders to ensure that all new projects were implemented without major disruption to the businesses• Enforcing compliance with IT standards and processes• Carried our business analysis and formal definition of business/user requirements• Managed and supported the integration of major Customer systems across multiple platforms• Developed relationships with key stakeholders and major customers to ensure that planned IT developments continued to meet the needs of the Business and its customers

Responsible for ensuring that all IT services across the UK and Ireland meet current and future needs of the business and its users: • Introduced the Service Level Management process into the business and played a key part in stabilising IT services• Developed relationships with each Business Unit’s IT Director to ensure that Service Level Agreements continued to meet business requirements • Liaised with Transition and Support teams to ensure that appropriate service models were in place for all new services• Developed the Continual Service Improvement Plan (CSIP) processes and practices into the IT Service organisation resulting in a clear roadmap for improvement and remediation of services that were at risk of failing or needed alignment to the business needs. • Initiated regular service reviews at all levels of the business - including capacity, performance, improvements and major incidents• Identified and implemented improvements to services and service levels through a CSIP. • Developed and implemented Customer Satisfaction surveys with the end-user population, improving the return of these surveys by 30% and enabling further improvements to services for IT users.

Responsible for delivering and managing IT applications into the Autoglass® UK & Ireland business units:• Managed a team of 4 staff. Conducted staff appraisals / performance reviews and created development plans for the team and each member of staff in line with business strategy.• Developed and managed the IT Change and Release processes within the business.• Controlled the IT Applications budget.• Introduced a User Group within the business to agree and monitor the business change roadmap, leading to better co-ordination of change and release throughout all areas of the business.• Led contract negotiations for a critical service, leading to a 20% reduction in the costs • Completed the IT Compliance and Security Audit questionnaires from the Business’s key customers.• Provided IT advice and support to Key Customers, often on their own premises• Led the development of the IT side of Business Continuity Plan.

Responsible for managing and developing the Business’s IT applications and Hub Sortation equipment; this included managing the IT Service Desk, a team of IT Business Analysts and Engineers.• Managed a team of 12 support staff including staff appraisals, performance reviews and development planning for the team and each member of staff in line with Business strategy.• Set up performance measures for each team and monitored their progress regularly, leading to a marked improvement in performance of both service provider’s cost/efficiency and customer satisfaction levels.• Developed the IT Service Desk staff to improve the first-call fix rate from 30% to 75%.• Maintained and improved IT relationships with all major customers and key IT service providers. • Created and documented all IT processes and procedures for the IT Service Desk, Business Services and Engineering teams, including incident, problem, change and release processes.• Managed a number of IT projects, including replacement of the Branch scanning hardware, Depot System and improvements to the HR application.• Played a key role in the implementation of a major new On-Line Collection and Despatch service for customers and distribution depots.• Developed and carried out extensive end to end service test plans.• Developed, co-ordinated and delivered end-user training courses held regionally throughout the UK.

Responsible for analysing the needs of the Business and its Customers in regards to IT applications and integration; managing IT & Business projects; writing Business processes and procedures, writing system specifications to aid the Business and its customers and managing third party suppliers for our key IT systems. .

Responsible for managing the first line IT support function.