Responsible for a wide range of strategic & operational activities, including: Customer Experience within BT Operate, Business Continuity across the BT Group, Reliability of Network & IT Service and driving automation programmes across a number of lines of business. Examples of my achievements include:• Driving operational performance across BT Operate creating clear accountability through all levels of the business. This has significantly contributed to BT Operate consistently delivering performance ahead of the BT Group. • Driving up reliability year on year, e.g 71% for IT and 29% improvement for Network 2012/13 YTD.• Leading the delivery of Business Continuity preparations across the BT Group for London 2012. This included getting the whole of BT “Games Time Ready”. I was also co-chair of BT’s Games Time Operating Board.• Gaining industry wide recognition ( Global Telecoms Business Innovation Award for Network Security ) through a 25% reduction in cable theft in the last financial year.• Working with CPs (Communications Providers) to implement an automated incident notification process. This is currently in national trials and is expected to result in a significant reduction in fault volumes, reduce unnecessary engineering visits and speed up repair activity.• I led the successful restoration of service for BT’s Global clients in the wake of the Mumbai POP site disaster. Working at CEO level with key suppliers and mobilising the BT organisation to rebuild and restore service.

Wide ranging responsibilities across a number of business critical activities including IT Capacity Management, Service Reliability, Business Continuity, Service Level Management, Supplier Management and Outsourced Operations.Central to the role was driving down operating costs (£50M pa achieved) and improving end-to-end service quality. I personally drove the reliability programme, working across the business to implement sustainable change, which during 08/09 delivered a 40% improvement in service reliability.

Acting as the senior interface between BT Operate and BT Global Services, I was responsible for ensuring BT Operate delivered against its commitments on service quality. This involved dealing with high level escalations from major corporate clients, driving recovery and improvement plans and championing quality of service improvement programmes which rapidly turned around customer experience to achieve targets across a range of key products.

I led the successful implementation of the end-to-end Service Assurance programme for the Reuters contract. This is one of the largest and most demanding contracts in the industry today, requiring unrivalled service quality on a global basis. The role needed both strong leadership and significant global operational experience to transform BTs previous ‘carrier grade’ service performance into a truly ‘financial grade’ experience. Key achievements included: • Five 9s service availability to 170+ countries,• Drove the redesign of networks & products to improve resilience• implemented real-time service monitoring for the client and fundamentally changed key processes to maximise service performance

Based in Brussels, I led BT Global Services Network Operations, with responsibility for the management of all BT’s networks outside of the UK. This was a 24/7 role, leading approximately 800 people around the world, operating 100+ networks (Voice, Data, IP, Transport) with a combined budget of £200M. The objective was to deliver excellent service to BT’s global customers who include the majority of the world’s Fortune 500 companies. My achievements included: • The relentless focus on improving service quality for BT’s customers e.g. driving repair performance up whilst simultaneously reducing repair times (by up to 50%).• Reducing operating costs (12-15% YoY) and negotiating with suppliers to rationalise support contracts and maximise value.• Developing and driving through a radical change strategy to centralise Network Management and close regional / country centres (7 down to 2) whilst also leading a highly successful systems integration programme. • Leadership and development of the management team to create a single service excellence culture within the organisation.

I led a team managing a range of global activities including: Operations Planning, Operations Strategy, Major Programmes, Business Planning, Vendor Management, Process Reengineering and Systems. Achievements included the creation of the Network Control Centres in Brussels and Amsterdam, establishment of a strong functional team (approx. 80 people in 7 countries from previous Joint Venture companies), the operational launch of all Bandwidth, Data/IP and most Voice products and services outside of the UK.

I led a team with responsibility for the Customer Service and Network Operation of BT Ignite’s Farland Pan-European network. This included Service Delivery, Service Operations, Network Management, IT systems development and Product Launch. The role also included a considerable commercial content dealing directly with customers and suppliers.

I was the Executive Assistant to the Director of networkconnect, John Dunn who was responsible for a team of 10,000 people who managed BT’s UK core network. I managed the support team and had additional responsibilities for a range of improvement activities.

I led a systems solutions and support team, which comprised 80+ people, who were spread geographically across the UK. I had responsibility for the technical support of a number of national databases and monitoring systems. In addition, I led the development and implementation of tactical systems solutions for improving operational performance across a range of functions.

I managed a FastTrack software development team comprised of full time and contract people. This involved identifying tactical system solutions and delivering several projects, managing them from conception through to deployment. The projects were based on a rapid prototyping methodology on both Windows and UNIX platforms.During this period I invented and developed a network visualisation and design tool called NETMAP, which was patented by BT. To meet the demand for additional enhancements, I trained a team to take over the software development aspects. I actively assisted account teams, through technical consultancy and presentations to some of BT’s most valued UK customers. This support resulted in BT winning important business and retaining key account revenues that had been threatened by competitors.

I had a range of roles working at the Regional Circuit Provision Control in Manchester managing network provision activities for the Northwest of England, running a regional data cleanse programme as well as performing exchange based engineering activities. Finally based at the Central Operations Unit in Oswestry, Shropshire I had responsibilities for records data capture and problem resolution through operating a technical helpdesk.

I was recruited into BT in 1981. During the first three years as an apprentice, I gained excellent practical experience across both Access and Core network engineering activities