Responsible for managing major incidents for LME and LMEclear, including those impacting our electronic trading, clearing and regulatory reporting services. Engagement and management of appropriate internal and external resolver teams, to resolve incidents with as little disruption to service as possible. Responsible for incident management comms process, incident reports and chairing serious incident reviews. Escalation point for business and IT, communicating clearly and effectively with technical and business stakeholders. Responsible for problem management process, from detection (either reactive or via proactive trend analysis), classification and prioritisation through to removal of root cause and/or prevention of reoccurrence. Working with business, development, QA, vendors and resolver teams to investigate and understand root cause, mitigation, workarounds and involved in stakeholder engagement for prioritisation for resolution by relevant teams.Provide management reporting of major incident and problem data and metrics, including trending and service improvement plans, risks and actions which are used at all management levels including executive, board and regulatory meetings. Attendee of service review board, vendor service reviews and operational governance committee.

Provided support across all IT service management functions, predominantly change management - chairing change advisory board and technical review board and failed change reviews, as well as approving changes and engaging with stakeholders. Writing risk and continual service improvement process documents and carrying out audit of service desk tool.

Led a team of IT service analysts. Customer escalation point, working closely with IT and business stakeholders to ensure managed service providers met contractual obligations, provided a good service to our users and were held to account. Change management, approved changes and attended change advisory board, problem management in an outsourced environment, engaging with outsourced resolver teams to manage problems to resolution. Asset management and procurement, software licensing, attended service reviews with managed service providers, provided metrics and management information for service reviews, service transition ensuring incoming services were fit for purpose, managed blackberry refresh project for approximately 2000 homeworkers, involving internal and external resources.