Head Of Service Delivery

• Feb 2018 - Present

I am an experienced and versatile Service Delivery Manager with 10+ years’ experience working on IT, service delivery and business change both in the public and private sectors. With a can-do attitude, I build lasting relationships based on trust and mutual respect and have a reputation for solving problems; introducing new ideas and leading teams to deliver results. I am an experienced and versatile Service Delivery Manager with 10+ years’ experience working on IT, service delivery and business change both in the public and private sectors. With a can-do attitude, I build lasting relationships based on trust and mutual respect and have a reputation for solving problems; introducing new ideas and leading teams to deliver results.

Network Services Manager

• Nov 2016 - Jan 2018

Digital Solutions Manager

• Jul 2015 - Oct 2016

Service Delivery Manager

• Dec 2013 - Jun 2015

Responsible for the day-to-day management and end-to-end delivery of live DfE IT services accepted into service by service management.Management of Service Review meeting with Service Owner to an agreed agenda, including service RAID, CSIP, performance statistics, supplier overview, service summary and forward look.Represent changes to services at the Change Advisory Board (CAB) and related governance boards, ensuring adequate impact assessment based on the overall risk/impact to agreed Service Levels.Escalation point for any service Incidents and Problems. Show less

System Support Officer

• Jan 2012 - Dec 2013

Successful day-to-day management and implementation of functional changes to NCA Tools – a business critical line of business application used by schools and local authorities to support the administration of the national curriculum tests, including the phonics screening check and teacher assessment.

Operational Risk Manager

• Sep 2010 - Jan 2012

Re-engineered operational risk management and reporting process, ensuring risks and issues received the correct level of attention; by the correct stakeholders whilst reducing re-work levels, meeting overhead and increasing accountability, confidence & regulatory performance.Created a supportive culture and encouraged best practice by providing support, education & training to Project Managers, Risk Owners and other colleagues across the Programme.Adapted and aligned Programme & Project documentation to Corporate Policy ensuring a consistent and controlled approach to risk management. Prepare risk management reports for the Executive Committee, Audit Committee, Regulator [Ofqual] and Project/Programme Boards.Removed barriers to change by communicating PPRM terminology in a manner appropriate to the audience and worked with the business to capture new risks (including emerging risks) to reflect the organisations overall risk exposure.Increased risk maturity by successfully leading a change project from manual ways of working to the adaptation of a new Enterprise Project Management (EMP) System; resulting in a more unified and coherent reporting mechanism. Show less

Project Coordinator

• Jun 2009 - Sep 2010

Providing PMO support across a complex programme of work, supporting project managers. Support Project Managers in collating and reporting project and programme status. Quality assure the risk and issues logs across the division and critically challenge project teams to ensure that risks & issues, highlight reports and plans were robust. Providing PMO support across a complex programme of work, supporting project managers. Support Project Managers in collating and reporting project and programme status. Quality assure the risk and issues logs across the division and critically challenge project teams to ensure that risks & issues, highlight reports and plans were robust.

Service and Project Manager

• Jun 2007 - Sep 2009

Analysed client business processes and deployed technical solutions resulting in 25% cost. Service Management of client’s infrastructure and business critical services. Pre and post sales – contributed to an increase of sales valued over £50k annually. Project managed desktop refresh; Windows SBS2003 RAID 5 Server upgrade and installation of CAT5e & CAT6 cabling to TIA/EIA-568-B standards plus interoffice [8 site] VPN solution using L2TP/IPSec. Analysed client business processes and deployed technical solutions resulting in 25% cost. Service Management of client’s infrastructure and business critical services. Pre and post sales – contributed to an increase of sales valued over £50k annually. Project managed desktop refresh; Windows SBS2003 RAID 5 Server upgrade and installation of CAT5e & CAT6 cabling to TIA/EIA-568-B standards plus interoffice [8 site] VPN solution using L2TP/IPSec.