- Accountable for all IT services for 200 users including infrastructure, critical business applications, reporting/MI. * Office 365 applications and licensing including Exchange; Teams; SharePoint; OneDrive; Stream and Yammer * Microsoft Windows services including Active Directory (with Azure AD Connect); file; print; DHCP; DNS * Business applications for customer mortgage/savings accounts; accounting; document management; MI reporting. * Cisco Meraki LAN including multiple Wi-Fi networks, internet gateway and 2FA remote worker VPN. * WAN (leased line circuits with IPVPN) connecting 12 sites and 2 data centres * 8x8 unified collaboration and virtual contact centre (VCC).- Technical authority for MSP selection, migration to private cloud, fully managed services or services such as Office 365.- Risk management to society risk policy and appetite. Managing risk register, controls aligned and investigating risk events.- Lead technical contact for internal and external IT audits conducted by internal compliance or 3rd parties such as KPMG or Deloitte. Collecting and providing IT technical evidence to KPMG as part of the society's annual financial accounts audit.- Implemented and managed ITIL framework processes for incident, change and access management.- IT resource planning and prioritisation for project delivery and service operations.- Technical project management of infrastructure migrations including daily stand up management of engineers. * Internet gateway from CheckPoint on premise firewall to service provider Fortinet. * Exchange 2010 to Office 365 Exchange Online (200 user and 100 shared mailboxes) * On premise infrastructure and business critical applications migration to managed service private cloud * Avaya on premise telephony to 8x8 Work and Virtual Contact Centre * HP wired network to Cisco Meraki wired and wireless including on premise server and storage infrastructure

Accountable for managed services delivered from the Block Operations Centre.- Reactive and proactive services covering Cisco networking, voice, video, data centre and VMware virtual desktop. - 24 x 7 Operations capability accredited to ISO audit compliance (ISO9001, ISO20000, ISO27001). - 80 x managed services customers with a value of >£10m annual revenue. Highlights include: * £4m 5 year managed service (Intu Properties Plc): Multi-site enterprise network services including shopper and corporate Wi-Fi, shopper analytics, CCTV and security following digital transformation of customer building services. * £4m 5 year managed service: Great Ormond Street Hospital, fully managed network and data centre services. * £2m 3 year managed service: World leading biomedical facility (The Francis Crick Institute) for Cisco enterprise networking, data centre and collaboration technologies.- Line management of 10 technical consultants (121s, performance management, 24/7 shift scheduling, team meetings).- Managing priorities such as P1/P2 incidents, VIP customers, functional/hierarchical escalations and SLA compliance.- Change management: CAB member, change request guidance/coaching and change notification communications.- Ensuring teams complete daily checks, monitoring output and reporting on team performance statistics.- Developing existing incident, problem and change procedures and establishing compliance.- Service Transition: Facilitating good technical handover of new and changed services.- Customer Relationship Management: Interim Service Management Lead for Intu Properties Plc. Led the delivery of service review meeting and reports and acted as primary service escalation contact.

- Managing a highly technical and hardworking team of engineers in a fast paced environment.- Working with sales and project management to schedule and manage customer projects.- Leading the introduction of 121s and team meetings to coach individuals and encourage interaction.- Customer liaison for all customers including service reviews and managing escalations.- Implementation and championing of ITIL processes such as change and problem management.

- Business critical infrastructure support for firewalls, core networks, server hardware, VMware and data centre facilities.- Influencing purchasing decisions to control IT costs and deliver technically sound solutions.- Coaching team members to encourage a customer focus in a 3rd line support environment.- Developing leadership skills with deputy team manager and senior team members.- Technical project management for infrastructure changes and improvements.

- Successfully built a new, ITIL Service Desk from two distinct teams to improve support and facilitate shift working.- Designed a priority matrix for incident management and request fulfilment based on ITIL principles.- Managed the change of working hours from 0900 – 1730 to a shift pattern covering 0600 – 2200.- Developed weekly reporting to provide MI to Director and Department Head groups about IT Services activity.- Implemented change management processes to ensure consistent delivery and reduce incidents.- Coached and developed the team using 121s, appraisals and performance management.- Established a quality review to improve service consistency, process compliance and provide individual coaching.

- Interim team manager after the previous manager left the company.- Continued to manage the IT Service Desk team in addition to this responsibility.- Representing the team and company at customer service reviews.- Implemented ITIL incident priority matrix enabling effective incident and request ranking according to urgency/impact.- Managing change: 24/7 night shift implementation and restructure to 1st/2nd line roles.- Worked with relationship managers to review and improve standard product SLAs.

- Formation and development of a new team responsible server support.- Support of Microsoft Windows servers for web (IIS), database (SQL), email (Exchange) and file (Windows).

- Design, procurement, installation and support of various servers including (MS SQL Server, Web [IIS] and Active Directory)- Network support and data centre management.- Disaster recovery design, testing & implementation.

Industrial placement as contribution to degree at Staffordshire University. Working as part of a busy on site support team for 500 local and remote users at BASF PLC UK headquarters.