Responsibility for the management of the Operational services - both 1st and 2nd line for the Processing business within TNS. This involves a number of disciplines such as Problem, Incident, Change and Service Management.Providing POS, ATM, acquiring, authorisation, issuing and gateway services to a number of financial sector customers all of which require Operational support 24/7 - 365.My role is to provide management of these services to all stakeholders.

Management and responsibility for the service delivery of all Tunstall’s IT systems, BCP/Incident manager, providing management for IT staff and program management of all ongoing IT projects.Other management duties include IT budgeting, man management and mentoring, IT strategy, pre sales technical consultancy, supplier management, hands on problem resolution and Technical Program/Project Management.Responsibility for the ICT team and outfield customer service engineers. Building a new support team to support the hosted and operational infrastructure on a 24/7 basis. Providing KPI’s and reports on productivity and customer satisfaction with regards to the 9 countrywide service engineers. Implementing new processes to improve the department’s efficiency and productivity and improve the customer experience.To provide technical Project Management and guidance. Responsible for ensuring timely implementation and the successful integration of IT innovations and new customer infrastructure.Providing pre sales technical consultancy for Tunstall client base, internally and sales team.Creation of business models, forecasting, cap ex, budgeting for all IT infrastructure, support and departmental costs, implementation of customer SLA’s and management reporting.Development of key business strategies for the next 5 years, in line with the business forecast.Providing cost savings through the implementation of IT and telephony.Day to day problem management and Incident Management.

My role within Active (purchased by FDI) was the responsible for all IT infrastructure and day-to-day IT service delivery at Active/FDI’s 800 seat call centre at Rotherham and Birmingham. Work streams included program management for all IT projects, Man Management of 18 IT professionals, providing technical project management, pre sales support and process improvements, security auditing. The implementation and improvement of the business BCP and DR invocation planning. Management of the annual IT cap ex and Opex Technical Project/program Management for both internal and external IT related matters, from conception to operational implementation within the IT team. Provision of technical pre sales consultancy. Significant experience in dealing with blue chip clients and third party suppliers at a senior level. Concept and design of a 120-seat call centre utilising a 3rd party hosting platform.Staff Management of 18 IT professional, which comprised of Network, UNIX, desktop and telephony Analyst’s. Mentoring of 3 team leaders.