• Delivered key Telco programmes impacting a broad range of business areas (IT, Telephony, Operations, Commercial, Compliance, Regulatory, Planning, Recruitment and Training) • PM lead for the Capita exit programme - Delivered the exit and transition of nine business services (c.560 FTE) to new suppliers to meet new contractual requirements with Virgin Media O2 • Delivered Work Force Management Payroll solutions for 4000 employees • Managed both internal and external senior stakeholder relationships to ensure effective progression of deliverables • Creation of Project governance artefacts, including Impact Assessments, Project Plans, PIDs, RAID logs and status reports • Responsible for reporting progress, escalating key risks & issues • Pro-active Risk, Assumption, Issues and Dependencies management Chairing of internal and external meetings, workshops & presentations

• Managed and operated as the primary contact to the offshore A-synchronous messaging operation (C.300 heads), from implementation to in to BAU, yielding month on month operational efficiency and customer satisfaction improvements• Led 13 Social Media advisors working alongside Telefonica to deliver a positive digital experience to customers• Ensured both areas, adhered to and achieved their contractual service measures and Key Performance Indicators• Liaised with planning teams to establish staffing requirements and delivery against planned commitment• Acted as liaison between internal and external stakeholders• Presented Monthly Service Reviews to the client for both areas• Responsible for identification of continuous improvement opportunities & regularly working with Projects and Change teams to deliver change• Aligned the digital strategy, including presenting contact reduction initiatives, which contributed towards c.40% reduction of volume in chat channel contacts and associated cost savings

• Implemented a new IT Service Desk in line with ITIL principles from project phase in to BAU operations• Developed Analysts to deliver against Service Measures and contribute to success of commercially driven objectives• Worked alongside key client and other external stakeholders to develop and deliver Service Desk operations to the Smart Metering programme• Managed all operational planning to meet availability requirements• Acted as the escalation point for both Capita Service Desk employees and external stakeholders• Main advocate for adherence to Incident, Request Fulfilment, Problem and Change processes in line with ITIL Principles• Responsible for recruitment and training of new employees• Managed flow of day-to-day operations including ad hoc