Key Responsibilities • I lead the Service Tooling team of Atlassian engineers and administrators, owning and managing Atlassian stack, including Jira Software, Jira Service Desk, Confluence and Bitbucket • Developing and delivering on a strategy providing a reliable and scalable service-oriented platform within the Atlassian stack supporting Production and Enterprise Service Desks, ITSM and Agile framework workflows • Working with project managers, delivery managers and engineering teams to determine the business value of proposed products and features • Delivering high quality, reliable tooling to the Service, IT Support and Development teams with a focus on ease of use and agile ways of working • Communicating the product vision and roadmap to all stakeholders and ensuring alignment to the overall organisational priorities.• Collaborating with technical leadership throughout the group to ensure that the actions of Service Tooling team are aligned with those of the development functions • Communicating team progress and planning future activity • Drive stakeholder and customer engagement to ensure Service Tooling are delivering upon the requirements of the business • Driving ITSM best practises and solutions as we enter into a new era with multiple brands and dependencies across the Flutter Group • Providing Atlassian stack support, including training and advice on technical and operational topics. • Keeping knowledge of Atlassian tools up to date and actively sharing this knowledge with your teammates and other employees. • Evangelising best practices and technology tools around the Atlassian stack, marketing and socialising the solutions. • Manage third party providers as applicable • Production of meaningful reporting on agreed KPIs • Provide development planning for entire team to ensure that best practice design, implementation and operations practices are used in Flutter International

Key Responsibilities • I lead the Service Tooling team of Atlassian engineers and administrators, owning and managing Atlassian stack, including Jira Software, Jira Service Desk, Confluence and Bitbucket • Developing and delivering on a strategy providing a reliable and scalable service-oriented platform within the Atlassian stack supporting Production and Enterprise Service Desks, ITSM and Agile framework workflows • Working with project managers, delivery managers and engineering teams to determine the business value of proposed products and features • Delivering high quality, reliable tooling to the Service, IT Support and Development teams with a focus on ease of use and agile ways of working • Communicating the product vision and roadmap to all stakeholders and ensuring alignment to the overall organisational priorities.• Collaborating with technical leadership throughout the group to ensure that the actions of Service Tooling team are aligned with those of the development functions • Communicating team progress and planning future activity • Drive stakeholder and customer engagement to ensure Service Tooling are delivering upon the requirements of the business • Driving ITSM best practises and solutions as we enter into a new era with multiple brands and dependencies across the Flutter Group • Providing Atlassian stack support, including training and advice on technical and operational topics. • Keeping knowledge of Atlassian tools up to date and actively sharing this knowledge with your teammates and other employees. • Evangelising best practices and technology tools around the Atlassian stack, marketing and socialising the solutions. • Manage third party providers as applicable • Production of meaningful reporting on agreed KPIs • Provide development planning for entire team to ensure that best practice design, implementation and operations practices are used in Flutter International

Key Responsibilities • I lead the Service Tooling team of Atlassian engineers and administrators, owning and managing Atlassian stack, including Jira Software, Jira Service Desk, Confluence and Bitbucket • Developing and delivering on a strategy providing a reliable and scalable service-oriented platform within the Atlassian stack supporting Production and Enterprise Service Desks, ITSM and Agile framework workflows • Working with project managers, delivery managers and engineering teams to determine the business value of proposed products and features • Delivering high quality, reliable tooling to the Service, IT Support and Development teams with a focus on ease of use and agile ways of working • Communicating the product vision and roadmap to all stakeholders and ensuring alignment to the overall organisational priorities.• Collaborating with technical leadership throughout the group to ensure that the actions of Service Tooling team are aligned with those of the development functions • Communicating team progress and planning future activity • Drive stakeholder and customer engagement to ensure Service Tooling are delivering upon the requirements of the business • Driving ITSM best practises and solutions as we enter into a new era with multiple brands and dependencies across the Flutter Group • Providing Atlassian stack support, including training and advice on technical and operational topics. • Keeping knowledge of Atlassian tools up to date and actively sharing this knowledge with your teammates and other employees. • Evangelising best practices and technology tools around the Atlassian stack, marketing and socialising the solutions. • Manage third party providers as applicable • Production of meaningful reporting on agreed KPIs • Provide development planning for entire team to ensure that best practice design, implementation and operations practices are used in Flutter International

Provide advice, expertise and oversight for organisations who are investing in business transformation and improvements within their technological systems, with a particular focus on the Atlassian suite.Serving as part Solution Architect, strategic consultant, agile expert, and implementation manager, I am responsible for analysing a client’s current and aspirational development methodologies, mapping the Atlassian solution stack to the client’s needs, and successfully working with Technical Consultants on the implementation of Atlassian software to meet those needs.Duties include, but are not limited to:Working with Technical Consultants to install and configure Atlassian software to meet a customer’s needs.Run customer workshops to determine their requirements and to help them understand the 'art of the possible'.Advise customers on the best use of Atlassian software through the use of all Atlassian Marketplace add-ons.Provide estimations for new projects.Work with the Sales team to define new projects.

My mission is to enable customers to successfully implement and leverage AgileCraft as part of their scaled agile solution.This is accomplished in part through partnership with sales and sales engineering during the selling / demo / pilot process and in part through technical and strategic ownership of the account once a prospect has been closed. I also partner with the AgileCraft’s product management and development teams to ensure the needs of customers in the field are being met by future versions of the AgileCraft platform.Key Responsibilities:- Investigate, discover, and assess client pain points with scaling Agile.- Map client requirements to AgileCraft capabilities and design solutions that re-enforces client’s desired scaled agile methodology.- Analyse client’s current Agile Team Tools (or other portions of their solutions stack) and design solutions that enable tooling and process integration between AgileCraft and target applications.- Work with sales engineering to engage prospects in a pilot of the AgileCraft platform, providing consulting, implementation, training, and end user support.- Own the AgileCraft Customer Enablement and Success (ACES) Program, ensuring successful deployment, integration, and adoption of the platform into the client’s environment.- Provide training of customer’s users on the AgileCraft Platform.- Contribute to the advancement of the platform through regular communication with product management, drafting product specs based on customer feedback, and documenting new use cases implemented within the product.

As an Atlassian Accredited Technical Professional (Atlassian certified in Jira Administrator (ACP-JA) & Agile Development with Jira Software (ACP-JSW)), my role at Adaptavist is to help clients conceive, implement, and customise the Atlassian stack for maximum effectiveness.Responsible for working with customers to help them get the most out of their Atlassian software, including installing, configuring and customising the whole suite of Atlassian Software (JIRA, Confluence, Bitbucket, Hipchat, etc), as well as supporting customers with a range of Atlassian-related professional services, such as performance tuning, training, complex migrations and upgrades, etc. This role also plays a supportive function to the sales team to assist with pre-sales - providing estimates, technical guidance on new projects etc. Duties include, but are not limited to:Working with customers to install and configure their Atlassian software to meet their needs.Customise Atlassian software through the use of add-ons such as ScriptRunner.Taking part in complex tasks such as migrations, upgrades and performance tuning.Working with the Product team to help define and test new add-ons for Atlassian software.

Act as the subject-matter expert of Application Lifecycle Management (ALM) Tools on the account, providing a direct contribution into technical leadership and governance in this area.Act as the subject matter expert of the implemented Atlassian Platform (JIRA, Confluence etc…) including its core technologies, plus relationships with plugins and associated technologies.Consulting with business stakeholders to understand the requirements and help shape solutions both within the existing toolset (exploitation) and additional tools (expansion) based on my technical knowledge and expertise including:- Support Evaluation of proposed tools to ensure they are fit for purpose both technically and commercially.- Download software, provision environments and run proof-of concept exercises.- Supporting the approval of tools for inclusion within the Application Lifecycle Management / Continuous Integration toolkit.- Providing technical input into the development of business cases required to enhance the capability of Capgemini Delivery in the area of cross-cutting delivery automation.- Contributing to the development, testing and maintenance of business continuity plans for the platform and team.- Contributing to the design, development, implementation and maintenance of capacity and performance monitoring as the platform develops.Technologies used:JIRA, Confluence, Crowd, Fisheye, Crucible, Gliffy, Bamboo, BitBucket, Git.

Managed the day to day High Priority Incident Management Function on a Large Government Contract, running the operation and driving success against the agreed KPI's. I demonstrated control and understanding of own area and I look at business issues and recommend and implement best practice. I always worked to understand underlying issues in the delivery of the service, sometimes requiring the analysis and identification of common patterns in complex situations. In every case I liaised closely with key contacts to ensure excellent relationships are established and maintained. Acting as a point of escalation to own the resolution of operational issues on behalf of the IT Service Centre and HPI team. Provide consistency across the teams in the delivery of services, ensuring process and procedures are implemented, maintained and adhered to. I effectively managed and provided leadership to my team, motivating staff and providing coaching and mentoring all teams within my business unit at every opportunity. Delivered effective team management, performance management and forecasting whilst also ensuring all HR processes are followed within the company policies. Naturally within this role I had to work with many areas of the business at all levels.

Responsible for a large number of IT Service Desk staff that are at the coalface of the support services delivered to the HMRC. Acting as a point of escalation to own the resolution of operational issues on behalf of the IT Service Centre and HPI team. Provide consistency across the teams in the delivery of services, ensuring process and procedures are implemented, maintained and adhered to. I effectively manage and provide leadership to my team, motivating staff and providing coaching and mentoring all teams within my business unit at every opportunity. Delivering effective team management, performance management and forecasting whilst also ensuring all HR processes are followed within the company policies

Facilitated internal and client workshops to develop and agreed SSI processes. Documented workshop output (eg swim lanes, RACIs, Process and Policy Documents) for review and agreement with the client. Support the development of the SSI Policies, Processes and Standards Set.

Responsible for Receiving Management staff who provide impacts for the IT Service Centre in relation to new work being introduced, and for the management of this work on behalf of the IT Service Centre from project into live support. As the Lead I was directly involved in the transition of high-profile projects. Receiving Management's aim is to manage the transition of developed products seamlessly into the IT Service Centre, with minimal impact to all users & ITSC staff. Receiving Management work closely with Service Introduction, Service Delivery and Service Management to ensure a smooth transition of work into the ITSC and will interact with the client at various levels. Transition of projects from delivery to Live Service. Impacting of projects from viability, advising of any potential change in contract and FTE Raising and mitigation any project risks prior to implementation. Act as a liaison point between project managers & IT Service Centre for any queries / concerns. Chair and facilitate any client and project meetings & workshops Implementation of required documentation prior to implementation of a major service on a government contract.

Worked in the Receiving Management team within the Service Centre ensuring ITSC (IT Service Centre) readiness for any new projects, services or applications in which Capgemini will be supporting. Some work that is involved in this includes liaising with all teams within the Service Centre, creating and documenting new process/procedures, defining impacts and advising on resourcing requirements.

Previously I worked as an Incident Manager within the Capgemini Service Centre on the ASPIRE (HMRC) contract. Within this role I managed several expert incident resolver teams ensuring that all processes and procedures were adhered to and making sure that all incidents were resolved within the selected Service Level Agreement.

Worked as an Incident Handler on the Capgemini Service desk as a temporary employee before being taken on permanently. This role involved taking phone calls from HMRC users, logging fault details, diagnosing and fixing IT related problems.

Co-founded Shropshire's most prestigious Hot Tub Hire company. Ensured Operational effectiveness and legal compliance while actively building customer base and reputation.Sold share for non-profit to focus on other opportunities. Shropshire Hot Tub Hire continues to grow and flourish.