After spending a wonderful year looking after my family it is now time to go back to work. My core experiences are in IT service delivery and project management in the banking sector but I am also interested in expanding my experiences in new markets.

I was directly responsible for 24 staff, 80 key payment applications and vendor contracts worth in excess of £2,000,000 to deliver world class availability for the customer. I report directly to the head of application management. I have carried out all people management activities including, appraisal, objective setting and performance contracts. This also included managing/agreeing job losses and relocations. Service highlights include a 44% reduction in on call and overtime, a 33% reduction in headcount against a backdrop of unparalleled service availability of key payment systems including Bankline. This was delivered by my change program to reduce incident and problem stack through smarter ways of working. Incident queues are 50 % less than this time last year. Key software upgrade projects were also delivered during this time saving £800,000 carrying the work out in house.

Built and delivered new daily reporting documentation for executive consumption particularly in relation to new business Directors . Working closely with operational directors I investigated production issues and made sure they were being handled to executive standards. This was then written up with due consideration being taken to the political aspect of incident reporting. This role gave me access to new technologies and people and a far greater width of experience and viewpoints from different areas/seniority. Laterally I designed and delivered the report on a global scale interacting with colleagues around the world and helping deliver a single view of service. During this time I trained several colleagues to carry out this role and also covered as Executive Assistant on several occasions. This role was hugely challenging due to it’s nature and I am still called upon to help out where necessary in service delivery with other such reports like the Bankline Executive Steering group.

I managed the relationship between for Service between technology and the Retail business. This required me to have good understanding of the technologies that support the retail business and the business knowledge of how they use the service to relay back to technology. I was working at executive level reporting to the Retail Business director on all major service issues. I created and maintained a network of contacts to help facilitate issue resolution from both sides including service outage reports like group nofifiable event protocols (GNEPs) to gaining appropriate capacity figures from the business to help manage service. Part of the role was to write, agree and maintain Service level Agreements.

I took at lead in managing of suppliers (IBM, BT, HP, Microsoft) from a service perspective. Gathering information on service from the platforms and driving performance from the Vendor through regular formal meetings. I was aligned to Frank McGrath in mainframe and was therefore heavily involved in the set up and delivery of the datacentre management contract. Major success was delivering the follow the sun support from IBM and HP. The strong and focused way I managed the HDS relationship enabled RBS to cancel there contract following the catastrophic failure of there latest storage device.

As a telecoms recovery manager I managed major data, voice and telephony technical issues during the day and on call. I was capable of handling all type of incidents up to major red. This was very demanding work under tremendous pressure. At its peak I was handling 6 incidents at a time effectively. The role also involved a service quality aspect which meant that feedback was given to the teams and manager and more robust process and documentation were put into place.

I led a team of 12 people providing video conference support and bridging services, mobile phone support and ordering and Technical Design Authority for Mobiles and Videoconferencing installations. I also project managed the installation of new services including the “War room” in Bishopsgate and the audio facilities in St Andrews Square board room. I dealt with executives on a daily basis and was a regular visitor to main board memebers to report on issues. I oversaw a 150 % increase in new equipment and a 200% increase in video bridging following the support and stabilisation program I delivered.

I carried out a number of roles from sales, support and purchasing for CIS who were an audio visual and Videoconference specialist as well as small network vendor. Gained a great deal of knowledge as to how a company works. A great experience working with a small IT start up company.