Led the delivery of a portfolio of technology, change and client implementation projects simultaneously, both within the DST group and to a set of global water companiesImplemented an effective programme governance structure across their portfolioP&L management whilst acting head of business during Maternity periods with quarterly review forecast reports delivered up to C-grade levelEstablished senior stakeholder, client and partner relationships up to C-grade levelDesigned a rolling 6 month global matrix resourcing and support plan, with virtual teams, to facilitate capacity planning and service revenue forecastingAchieved ISO 9001:2008 accreditation ensuring a more cohesive approach, following a complete review of business process and procedures using ITIL processesDefined and project managed a 3-year strategic roadmap developing the core system and applications, updated bi-annually delivering progress reports, future plans and forecasts to account managers, internal and external stakeholders delivered on timeDeveloped the service desk from its UK only base to a functioning 24x7 global service desk providing infrastructure and application support, coordinated between London, Bangkok and MelbourneSenior point of escalation for incident and change managementProject managed Queensland Urban Utilities automation project – 39 separately defined projects to automate all business processes using Digital by Default strategy, delivered on time and within budgetDeveloped and mentored internal staff via appraisal system, skills and training reviews

● Leading commercial and take on activities leading the implementation of Managed Services for a number of banking and financial services clients. Liaised with business representatives and legal support teams.● Direct report to Head of Support Services with line management responsibility of Service Delivery / Service Desk Managers and circa 40 analysts across multiple client sites.● Managed supplier performance management frameworks agreements ensuring that all work is carried out to agreed Service Targets and KPIs● Consistently achieved business and personal targets and objectives.● Chair of Service Review Meetings with client senior management● Review of performance management reporting for Managed Services handling any contract disputes, performance and resolution. ● Managed contract set up, negotiation and renewals achieving further contract extensions with clients● Identified and implemented continual improvement of internal and client processes and procedures and implemented quality measures to add value to the service● Responsible for P&L Management meeting and exceeding revenue targets● Worked with clients to identify impact of current and future IT trends● Presented ideas and business propositions effectively to people at all levels of seniority within organisations.● Experienced recruiter conducting interviews and selection of Service Desk Analysts and Service Desk Managers● Knowledge and experience of HR related matters including performance management and TUPE process

Operations Manager for all SCSL UK maintenance contracts:• Service delivery manager responsible for approx 30 staff providing continuous support for all internal systems and applications, ensuring all services meet required SLA. • Help desk manager responsible for day to day running of 24x7 service along with help desk staff mentoring, ongoing training schedule and appraisals. Following company merger, redefined help desk processes and reporting. • Stakeholder management and senior point of escalation for incident management• Account manager for key accounts: BAe Nuclear Submarines, News International, Dixons and Unipart.• Conduct contract negotiations with all vendors and partners including offshore • Supply chain management for circa 5,000 line items to ensure service delivery to agreed SLA• Member of team responsible for achieving ISO 9001-2000 accreditation• Vendor rationalisation project resulting in 22% reduction of vendor costs• Project managed company relocation managing third party requirements including all communication. Resulted in costs saving of 16% of overall company expenses. Business Relationship Manager following company acquisition:• Ensure business requirements align with the technology that provides best ROI.• Responsible for effective communication between business and IT department.• Change control management for all business IT change requests.• Regular reports to stakeholders on project prioritisation and stage progress• Identify opportunities for operational efficiency ensuring complete assessment of risk, cost and benefits.

SCSL Responsible for 4 key accounts: Unipart, Banctec, Dixons and Rolls Royce managing end to end service for customer relationship. Delivered small to large scale IT related projects, using a customised Prince 2 methodology. Examples of these projects are:Banctec - Tasked with upgrading 300 HP systems to improve throughput of cheque clearance to allow for additional cheque runs. By upgrading to multi-processor systems based upon the original hardware, this achieved an additional throughput of 41%.Unipart - System Upgrade Project for their Hutchinson Phones Managed Services system. Part of the Steria/Unipart project team tasked with achieving additional throughput of data for the Xmas and New Year sales. Following this project, there was an additional throughput of 19% with an estimated sales value of £2M.Rolls Royce - Monitor Refresh Project covering 1500 systems across platforms. This project involved multi-platform systems which when completed achieved an energy saving of 9% through new monitors.

Resource management for all Unix Support Contracts.Responsible for maintaining SUN and Hewlett Packard Partner accreditation programmes.