Responsible for the management of in-life operations for the ASK4 group including Support, Customer and Client Services, Provisioning, Technology and Business Support. Provide support to the CEO in delivering the strategic objectives of the group and translating strategic plans into operational objectives. Own Information Security Management and Data Protection across the group.

Responsible for the 1st and 2nd Line Customer and Client Support function as well as the Client Services Team. My role is to ensure that the clients and customers are provided with industry leading levels of support and care. ASK4s annual work cycle is closely tied to the academic year which means that budgets and resource plans have to take account of this.One of other main responsibilities is as Information Security Manager and in that capacity I led the process of achieving the ISO27001:2013 certification. Both sets of responsibilities rely on clear processes and continual improvement programs.

Griffin is a B2B focussed ISP and IT Service provider who have successfully adopted a channel only, wholesale connectivity aggregation model. They have won “Comms Business” ISP of the year for the last 2 years. The Head of Operations has responsibility for directing the Operations function to achieve a stringent set of KPIs; Major Incident Management, ensuring that the right resources are engaged in both resolving the issues, and keeping customers and staff informed; build very strong relationships with key customers in the channel; Support the sales team in establishing and maintaining key relationships, helping the company to meet revenue and profit targets. Achievements:• Increased the service availability from 98.2% to 99.99%, through the use of accurate and timely reporting and the implementation of robust operational processes.• Successful integration of the Fused PLC infrastructure, staff and operational processes after the company was acquired in October 2010.• Created successful incident management process and carried out the role of major incident manager• Reorganisation of the Operations team as the department grew to meet the demands of delivering to the KPI’s and to customer expectations.• Implementation of a virtual data centre environment to enable the delivery of both internal systems and customer facing production systems in a resilient and efficient manner.

PlusNet is a consumer focussed ISP, established in 1997, who successfully rode the wave of rapid dial-up and broadband expansion. The Role was to direct the Infrastructure Engineering team, which included network and system development, internal IT support and customer communication. Small company environments require a “can do” attitude, meaning this role had a broad scope. Enabled the transition from technology roadmap to production network, within agreed budgets and deadlines. Also responsible for serious incident and escalation management Achievements:• Implementation of a new carrier class data centre including the migration of existing services with no service interruptions for customers.• Delivered a testing platform for the email infrastructure, to ensure incident free releases.• Implementation of an industry leading, fully managed and dynamic traffic management system with integration to the in house developed CRM.• Developed and strengthened the relationship between the company and the PlusNet UserGroup (http://usergroup.plus.net),

Tasked with the creation of a new Engineering team, with responsibility for capacity management, planning and executing network upgrades to the 2500 node EMEA IP Network and the WorldCom Global ATM and Frame Relay network. The team also provided 3rd Line Support to all three networks on a follow the sun basis. Responsibility for all bespoke customer solutions and frequently involved in the design and pre-sales process.Achievements:• Successfully built a new engineering team from two previously unconnected network support teams and aligned the implementation and support procedures.

Operational management responsibility for the 24x7 availability of the EMEA IP network, consisting of 2500 nodes installed in 26 countries across the region. Direct line management of a team of 5 Technical Duty Managers, with responsibility for a team of 25 2nd Line Engineers. The EMEA NOC was a very international environment, in terms of the staff, the customers and suppliers. Required to be the interface between the EMEA Operations team, and the US and ASPAC regional operational organisations, helping to define requirements for both the network implementation and the tools, systems and processes used to manage the technology and customers services. Achievements:• During the largest corporate bankruptcy in history managed four phases of headcount reduction from five 24x7 Duty Managers, overseeing 25 2nd Level IP Network Engineers, to none.• Redefinition of network support and maintenance processes for each of the four phases concluding in the handover to the new Global Network Operations Centre in the US.

Managing a team of 2nd Line Operations Engineers,being the technical escalation point and ensuring that the team met the SLAs. Responsibility for ensuring that all events reported by the automated monitoring systems were dealt with in line with published support processes and that all changes were implemented in line with the change management process; from planning and scheduling through to implementation.

Led a team of support engineers in resolving customer connectivity issues in a 24x7 support function.

A first line technical support role for corporate customers