• Led a team of highly engaged and motivated associates, monitored performance and ensured the consistent delivery of predetermined metrics for the business and clients.• Recruited an additional 14 heads to the team to increase the throughput of the function and introduced an integrated time management tool to deliver against the new tiering licencing model for all our clients, a drive the support and set up revenue target with a planned increase of around 35% ($1.2M).• Successfully increased the number of data feeds for our clients has jumped by ~30%, taking our total number of active feeds to in excess 2.5k.• Developed the decommissioning plan for Client Integration with 4 key platforms having being identified/removed, with one being rebranded and rebuilt as part of 2022, saving well over $250k in operational support costs.• Exceeded the Client Integration target percentage of tickets completed within SLA of around 85% to 90%.• Responsibility for the Client Integration function, which operates as a profit centre delivering an EBITDA position of ~40% annually across all services as well as an annual budget (OP of ~$1.2M) for revenue and expenses (including any CapEx requests).• Built and maintained strong working relationships with Commercial, Operations, Technology, Business Development and Finance/HR to ensure the smooth running of the Nielsen Brandbank business.• Successfully refocused Integration Consultants to drive the improvements in services offered, secured backing from the commercial department and expanded the integration consultants into multiple territories, including India, the Netherlands, Poland, the US, and the UK.• Utilised remote collaboration tools such as Jira to manage performance and build productive remote software development teams.• Translated business/functional strategies into specific business plans (OGSMs) that are delivered by the team in line with Nielsen & Nielsen Brandbank business policies.

• Leadership responsibility for 5 global IT teams: IT Service Management, Application Support, Integration Consultancy, Integration Development and the Engineering team with a department of 25 individuals across 7 countries. • Developed the strategic vision and implemented the planned growth of the department to meet business needs.• Created an effective IT support, consultancy and development structure, resulting in a more significant resolution in the number of incidents as well as supporting circa 40% additional events, improving the response and resolution rates from 80% to 97% without increasing headcount.

• Provided supervision, leadership and motivation to a team of technical specialists creating/maintaining integrations for FMCG data consumers including Tesco, Walmart, P&G and Google.

• Responsibility for the entire integration consultancy with new and existing customers supporting client implementations, including the design, implementation and testing of data syndication feeds as well as 2nd line support of feeds to data consumers.

• Provided IT Service Management expertise for the Assyst Products set and process design for well-known international clients, including Aviva, Kingfisher and Rabobank International.• Successfully delivered complex and multi-tiered projects.• Utilised skills in project management and planning as well as standardised and bespoke Management Information reports to enable ITSM to work effectively for companies.

Required to help define, develop and implement OLA/SLA reporting. This is to ensure that supplier performance can be accurately measured against the targets in the internal supplier agreements and that these underpin the overall achievement of the Service availability targets. 

Responsibilities 
* Build and automate Operational Level MI for all Suppliers 
* Build and automate Service Level Agreement MI for all IT Services 
* Document and standardise reporting and MI delivered as part of regular reporting cycles 
* Enhance Operational reporting by developing trending analysis 

Skills utilised
* Advanced Crystal Reports * VBA
* Advanced Excel 
* Axios Assyst knowledge 
* Service Management and ITIL

• Provide assyst administration support to a pre-existing team.• Subject Matter Expert on assyst for Kingfisher.• Produce, schedule and maintain Crystal Reports analysing Incident, Problem and Change workflows.• Provide consultancy on any new projects that involves assyst.• Liaise with all areas at all levels of the business to understand their requirements

• Subject Matter Expert on assyst for Aviva.• Provide technical support and quality control to the current assyst administration team.• Provide consultancy on any new projects that involves assyst.• Liase with all areas at all levels of the business to understand their requirements.• Co-ordinate all assyst projects coming through our department.• Organise knowledge share schemes within my department.• Functional tester of the assyst application for Aviva.

• Administration of Aviva’s Incident, Problem and Change management tool.• Referral point for tools development within IT solutions.• Writing complex Crystal Reports upon request.• Subject Matter Expert for assyst with AVIVA, providing 1st but mainly 2nd line support.• assyst HR data imports for 60,000 customers.• Providing consultancy on changes or new ideas.• Liaison between AVIVA and Axios.• Work under my own initiative highlighting any areas of concern or improvement.

• User administration using SQL on DB2.• Co-ordinating Major Incidents.• Development and support of Query Applications.• Point of contact for the Computer Support Technicians nationwide.• Recognised as a point of referral for user administration queries.• The ‘sweeping’ of system errors and development of applications to increase efficiency.

• Sole responsibility for major motor dealership insurance accounts. • Trainer for the support services. • Recognised as a point of referral for account queries.

• System administrator on Mobile Number Portability project.• First exposure to the assyst application• Ensuring that work is prioritised correctly and also adheres to OFTEL regulations.