- Manage a team of approximately 80 people made up of contractors, vendor teams and permanent staff based across various global regions- Manage budgets in excess of $1 million ensuring that there was a consistent under spend- Produce and present periodical reporting to senior business and IT stakeholders- Design and implement new processes that provide greater efficiency in incident and problem resolution- Recover poor performing application support projects leading to incident reductions and an improvement in customer satisfaction- Act as a point of escalation for application users for urgent incidents- Assist Project Managers to transition newly developed applications and application functionality into our production environments- Run Continual Service Improvement process to identify areas that will result in a reduction of incidents and problems

- Led a team of 8 office based support analysts- Evaluate team performance against KPI’s seeking areas to drive improvement- Design and implement processes to maximise the effectiveness of the team and improve the service provided- Present monthly statistics on the team’s performance to the senior management team- Manage escalations from customers ensuring regular communications are shared through to resolution- Identify potential consultancy opportunities for the Business Development Team- Perform all admin and configuration in the service management application

- Responding to inbound technical support calls and emails from external customers, providing first time fixes where possible- Investigating and documenting problem tickets prior to transferring them to the Development team- Creating known error documentation for repeat issues for distribution to customers- Testing of new releases prior to deployment to the live environment and providing feedback to the Development team on any issues found- Training and assisting new Helpdesk team members