A major programme to deliver the new Emergency Services Network (ESN) critical communications system. To replace the current Airwave radio service used by the emergency services in Great Britain (England, Wales and Scotland).

Major Government Department multi-sourcing Digital Transformation strategy, which includes the design and implementation of ServiceNow as the new strategic ITSM platform.

A major Public Sector Project that involved two major government procurements, Service Integration of the new ServiceNow IT Service Management toolset & Service Desk operations Project Delivery through an Agile approach utilising a minimum viable product (MVP) for go live and followed by a number of phases to fully complete transition.- Exit of one major supplier and on boarding of a new service desk provider.- Development of a scalable service design to support supporting circa 100,000 internal users, 3000 case bases and 1600 knowledge articles.- Build and implement 13 new SIAM and Service Delivery processes for Service Desk and insourced SIAM. - Development and agreement of new Generic Service Obligations (GSO’s) to standardise supplier SLA’s and KPI’s to deliver higher levels of user satisfaction in condensed timescales.- Fast track delivery of multiple training sessions to external and internal groups for new delivery processes and tooling.- Complex Service Cutover planning covering all areas of service/delivery channels and technology.- Provide ongoing delivery of service enhancements through user stories and backlog management.

Senior Transition/Delivery Manager, responsible for management and delivery of complex projects relating to a 3-year service transformation programme.- Developed the business case and critical milestone path for a project to re-tender outsourced IT service desk and desk side support services.- Within an OJEU compliant managed service procurement: translated business requirements in to IT service requirements, drafted the service sections for PQQ and evaluation criteria, drafted ITT service requirements.

The London 2012 Olympic and Paralympics Games are the largest and second largest multi-sport events in the World.I was responsible for the planning & implementation of the TfL IM Olympic Operating Model to ensure that all critical IT services and infrastructure were available and supported appropriately for efficient operation of the TfL transport network during the games period.• Developed & Implemented TfL IM Operating Model Structure & Governance for the games period.• Following extensive due diligence and engagement with internal business units agreed and defined enhanced support requirements for critical systems, services for the games period. • In partnership with key suppliers developed enhanced support requirements to support critical business units, IM infrastructure and equipment at key Olympic stations and other strategic locations.• Identified and agreed resourcing requirements, staffing rotas, remuneration packages & supported Trade Union negotiations.• Agreed accommodation requirements and developed deployment plans for all key staff and suppliers for the games period. • Developed and operated for the entire games period a Cross Transport Working Group with aim sharing intelligence with Service Leads from multiple transport organisationFollowing the successful delivery of the IM Olympic Operating Model TfL have a reusable model which can adopted for all future events.

Reporting directly to the HP Client Director, responsible for restructuring programme and project delivery environments and restoring the confidence of key stakeholders and client directors. - Analysis and revision of existing project management governance structure and delivery practices.- Overall accountability for project completion and team management, defining and driving project deliverables, and facilitating development and operations of project teams.- Accountable for validation of proposals and solutions, to ensure fit for purpose (quality), cost justification, operability and supportability

Service Management Consultant - Client - EDP Portugal- Reporting directly to the LogicaCMG CEO (Portugal), responsible for undertaking a detailed quality based assessment (COBIT Framework) of the ITO organisation and reporting the findings and analysis.- Responding to findings of a Sarbanes-Oxley (SOX) audit carried by independent auditors on behalf of client.- Worked with the senior management to produce a service improvement roadmap, plan, objectives and deliverables.- Provided ITSM subject matter expertise, delivering ongoing support and consultation to the senior management team, operational department leads and process owners.

Senior Delivery Manager reporting directly to the TFL Group Service Delivery Director, responsible for management and delivery of complex projects relating to a 3 year service transformation programme.- Procurement of a single supplier to meet the needs of TFL business units under a single services agreement.- Implement shared services IM framework to enterprise manage common IT resources, applications, data and hardware.- Worked in collaboration with the new managed services supplier, provide service management expertise to ensure proposed service model, processes and service interfaces were fit for purpose and aligned.- Performed the role of gate keeper for overall service quality during initial service transition phase and live service.

Reporting directly to the GSK Programme Director, responsible for the design, build and test service architecture to support the operation of the new middleware system (IBM Websphere) and maintain its compliant status.- Identification and analysis of business requirements and definition of service architecture.- Development of operational processes, procedures and policy documentation, incident, problem, service continuity, capacity and availability management.- Capture operational and support requirements for a central development environment.- Establish service level & operational level agreements with internal business units and 3rd Party Providers- Service readiness testing and service acceptance testing.- Operational tool requirements gathering (Remedy and BMC Patrol).- Identification and mapping (RACI) of support resources, skills and training analysis

ITIL Architect / Consultant - Norwich Union- Project Smith – Development of service architecture to support off shore solution to India.ITIL Architect / Consultant - Barclays Bank- Desktop Migration Programme (42k Users) ITIL processes development and re-engineering