Responsible for:• ICT Strategy, business transformation, driving ambition.• Establishment and management of function • Plan, build and run ICT services. • Financial management, £2.5m revenue and £2m capital budget responsibility. • Leading a team of specialists, (4 direct reports and a team of 28)• Influence business planning process and the forecasting future spend priorities and allocation of funds in • Managing and developing key strategic relationships and partnerships• Manchester & London offices, facilities management, home working, budget £2.5m per annumAchievements:• Developed and delivered the ICT strategy. • Defined the ICT operating model, designed the structures and recruited the team. Over several years cultivated a positive high performing culture. Team survey results: Overall Engagement Index 72%My Work 90%, My Manager 88%, My Team 87%, Resources & Workload 83• 88% colleague satisfaction rating with the technology. Leesman Workplace Survey results 68.6• Delivered a complete refresh of technology (Azure, Microsoft 365, SaaS – contact centre, omni-channel, HR)• Created the business case to move failing managed service contract to an insourced model. 18 month programme with a scope that encompassed: creating roles and recruiting the team, update of technology and migration from on premise to the cloud, contract novation and creation of internal Service Desk. Delivering recurring savings of £500k per annum.• Microsoft Dynamics CRM implementation.• In response to Covid moved the organisation from an office based workforce to a hybrid based workforce.• Supported colleagues to be digitally confident.• Office relocation, lease negotiation, office design and refurbishment.

Reporting to the IT Director and a member of the IT senior leadership team, supporting divisional objectives to deliver commercially focussed services that delight customers. A trusted strategic business partner, who recognises business challenges, applies technology expertise to deliver change that realizes business value.Responsible For:• Service Delivery function including Service Desk, Service Transition, Change & Problem Management •Developing a culture of continual service improvement across the ITS division, circa 100 staff•Increasing customer satisfaction and delivering against KPI targets.•Leading IT business engagement in a diverse complex environment. •2 team managers and 14 staff.★Continual Service Improvement Achievements•Implemented Incident Management process, prioritising incidents based on UoS business impacts, introduced standardised ways of working to encourage consistent delivery throughout the ITS division.•Published an electronic Service Catalogue, communicating standard services and transparency of SLA’s, products and services delivered using the redesigned request management process, supporting reliable delivery. •Developed My IT Desk, an e-portal providing customers anytime access to LANDesk the case management system, enabling the logging and tracking of cases.•Defined KPI’s that demonstrate delivery against key customer satisfaction measures, reported monthly.•Designed and implemented customer engagement strategy, and customer satisfaction measures.•Delivered the redesign and content refresh, to repurpose IT webpages www.salford.ac.uk/its and https://twitter.com/SalfordUni_ITS as a proactive communication channel.•Focussed resource on Problem Management, identified opportunities for improvement, eliminating recurring issues and reduced demand through process improvement and technology solutions•Delivered staff savings via a 40% reduction in call volume, by targeting problems and providing permanent fixes.

Supporting the DfE reform, inheriting responsibility for the £5m infrastructure refresh programme; integrating the enlarged department with standardised technology, while reducing financial overhead. •Virtual Desktop Infrastructure (VDI) / Thin Client deployment to circa 2500 users across 5 sites•Migration of circa 2500 mailboxes to Exchange 2010•RM1599 Multi Function Devices (MFD) procurement and rollout across 13 sites•Bring Your Own Device (BYOD) & Remote WorkingValue Summary ★ High impact technology transformation, cost reduction, introducing efficiencies through standardisation, meeting sustainability•Base lined the VDI project and established governance. Application discovery / compatibility, migrated 750 devices/users at 3 sites over a 4 month period, plans in place through to completion.•MFD tender project through to final stages of procurement using RM1599 framework.•Requirements definition, technology review to support BYOD for HMG IL3 data.•Designed a repeatable mailbox migration methodology. Delegated authority to local resources. Retained ownership and reporting within programme.

Responsible For:•Defining the IT strategy and managing the complete refresh of processes and systems. •Manaing Infrastructure and Service teams, circa 15•Business Continuity & Disaster Recovery•Managing budgets; £2m opex. •IT procurement, contract negotiation, supplier selection and management.•Building internal relationships, supporting delivery of business with pragmatic IT solutions. Achievements:•Successfully led the IT work stream for the agencies London to Manchester relocation. Closure of two offices, infrastructure design and provision for the Greenfield office, migrating critical servers / applications over 48 hour period delivering business continuity. •Directed IT Strand for TDA’s integration to Department for Education (DfE), defining core services and business systems, influencing overall DfE programme direction. Delivered £170k savings on closing contracts. Coordinated delivery of new infrastructure and user setup to Manchester office. Inherited failing data migration strand, successfully delivering the migration of 212gb of data / 500k documents, 300 email accounts / personal storage folders.•Increased effectiveness of the team, developing capability and professionalism through internal coaching and external training. Reviewed and refreshed IT processes. Managed resources to deliver against maintenance, Incidents & Requests and Project activity. Linked KPI’s to personal objectives. •Successfully implemented an ISO:27001 Information Security Management System which met HMG IL3 standards •IT disaster recovery. Encompassing virtualisation, application recovery, data replication and client access solution technologies to deliver RTO of 2 days and RPO of 2 hours. •During an 18 month period, directed a complete refresh of applications and technology including; server virtualisation, email and blackberry platforms, end user computing and including 2 Factor Authentication, home working solution.

Leading a business aligned IS team of project managers and business analysts with IS transformation activities for Legal Services, E-Commerce, Field Service, Motor and Clothing businesses.Achievements:•Created the IT plan to support the national expansion of the Cash Handling business, mobilising the strategic group project encompassing CRM, route planning, vehicle tracking, hand-held terminals and back office accounting. Subsequently leading the project team with the initiation encompassing business case creation, significant re-engineering of business processes, ITT, supplier selection and contract negotiation. Project costs of £700k+, £400k annualised savings from cost avoidance and new business.•Defined the IT strategy to underpin the rapid business expansion for Co-operative Legal Services. Delivered the implementation of the IT infrastructure for a new office to support their immediate requirement for a new 100 seat call centre, providing a foundation for future growth. A six month / £600k+ project, including the management of internal and external suppliers.Implemented Avaya, Citrix, Wyse, WAN and LAN technologies, delivering DR and Bus Continuity. Forecasted to deliver business benefits of £1m per annum through newly generated business.•Managed project to insource IT services including applications & data migration, full hardware refresh for 120+ users. A five month / £400k project, managing internal/external suppliers, delivering OLA’s/SLA’s/UPC’s. Benefits of £70k per annum from reduced maintenance costs.

Reporting to the Head Of Desktop Services, with the responsibility for the Intel Server Infrastructure and other 3rd line activities that support the Co-operative Group’s active directory pc network, with 7000+ concurrent users across the Manchester head office, regional offices and retail outlets. Responsible For:•Windows servers circa 350 devices, including Domain Controllers, DHCP, DNS and WINS, Citrix, SQL, VMWare and business specific application servers. •Storage (SAN, NAS), Data Replication and Backups•Anti Virus and operating system patching, delivering requirements of the Group Security policy. •The planning and preparation of the opex budgets, circa £2m. Monitoring progress against plans taking actions where required.•Team management activities including, budgetary control, recruitment, conducting performance appraisals and setting constructive tailored development plans for eleven 3rd line support staff.•3rd party management including supplier selection, contract negotiation and managing delivery against SLA targets.

Management of a large second line support team, responsible for the desktop, and network infrastructure.•Desktop & Network support, supporting circa 3000 pc’s / laptops•BAU / Project Delivery•3rd party supplier management