Head of the TESM ServiceNow Managed services offering in the UK and Europe,

Global Operations Manager

Management of the Global Infrastructure and Application Service desk support teams. Providing a world class service desk experience through the development of a "customer at the heart" culture, driving a continuous service improvement program based on the customer experience, proactively devising plans and strategies to enable the delivery of services which exceed the customers` expectations.Providing technical and Desk Top support for Geology / Geophysics / Petrophysics / Reservoir Engineering and Production Technology systems covering EMEA, APACA the Americas.

Managed and worked with internal and external continuous improvement and operations teams, across seven projects to optimize complex IT processes and systems by removing waste. Reducing the Banks yearly run rate by €3 Million.• Managed multiple global Lean project teams across the scoping, discovery, design, implementation, sustainability and continuous improvement stages• Increased the productivity, team satisfaction, quicker error resolution times across the seven production teams by introducing Visual Management across the globe (Huddle Boards)• Identified and removed Non Value Add waste from within the processes creating an average reduction of 25 %• Increased customer satisfaction by an average of 30 % Data used from voice of the customer surveys • Managed key business stakeholders including Managing Directors ensuring regular reporting, risk management and issue escalation and resolution throughout the project’s lifecycle.• Coaching, developing and management of the Lean team

Responsible for the 24/7 global change management and service desk operations organisation (user base 15000)• Lead and transformed the technology organisation into a Business focused service provider. • Developed, drove and implemented the off shoring of the global change management and service desk operations staff to HCL India leading to a year on year saving of €1.5 Million substantially improving on the Initial target of €1.2 Million.• Management of the retained and off shored 24/7 Change Management and service desk teams, 60 members of staff in total• Relationship Management of IBM and HCL managed services, building long term relationships and increasing the quality of service provided by the vendors, managing the Change Management / Service Desk SLA’s / KPI’s across the globe • Developed and implemented the Global Incident Management processes, policies, communication channels, tools and function with the development and management of team inclusive of people, hiring, structure and operating model delivering a global consistent repeatable market leading solution. • Reduced the number of change related incidents by increasing tighter governance, user education and the implementation of a hierarchical global Change Advisory Boards (CAB) system• Streamlined the change management / service desk process, which had become over processed, cumbersome and non-user friendly by using lean principles, increasing customer satisfaction by 20% and reducing the offshore headcount by fifteen.• Lead and managed the release of the global change management system which included design / testing / rollout and training to a global user base of 15,000 • Managed and coordinated the global change and release event calendar, chairing the senior management monthly meeting, managing conflicts between major events such as building power downs and critical applications releases

Management of the 24/7 European Data Centre service desk / Release operations teams , providing technical and incident management support for front and back office systems including, system monitoring, batch operations, release management, print operations, disaster recovery, backup and restore, system fail over’s