Delivery Director

• Feb 2023 - Present

Interim Group Head of IT

• Jul 2022 - Feb 2023

Security Vendor Manager

• Sep 2021 - Jul 2022

Service Operations Manager

• Dec 2020 - Sep 2021

Senior Manager

• 2019 - Mar 2020

Senior Technical Manager (Global teams - UK, US, Sri Lanka) (Reports: Senior Managers, Project Managers, Global Reporting Function, Global Monitoring team, Large contractor resource pool)Reporting to the VP of Service Operations to lead and deliver high profile programs against strategic objectives. Lead global monitoring team and reporting functions, driving change within the business via strategic plans.

Solutions Delivery Manager

• Feb 2017 - Jan 2019

Solution Delivery Manager (Global teams - UK, US) (Reports: - Senior Managers, Project Managers, Technical Analysis, large contractor resource pool)Responsible for all technical project demand into Technical Operations globally: - Demand, Design, Build, Deliver and Service Portfolio management, Continual service improvement. Key stakeholder of Service Delivery model globally and owner of the global service catalogue.

Head of Services Manager

• Jul 2015 - Feb 2017

Head of Shared Services Manager (UK based teams) (Reports: - Team Leaders, Internal Engineering Function, Technical Helpdesk) Overall responsibility and management of the shared service portfolio: - Service Desk, Desktop Engineering, Access Control & end-user computer strategies. Responsible for 3rd party vendor management Accounts/Relationships/Service Management and Contracts for HP, SCC, Microsoft Head of Shared Services Manager (UK based teams) (Reports: - Team Leaders, Internal Engineering Function, Technical Helpdesk) Overall responsibility and management of the shared service portfolio: - Service Desk, Desktop Engineering, Access Control & end-user computer strategies. Responsible for 3rd party vendor management Accounts/Relationships/Service Management and Contracts for HP, SCC, Microsoft

Service Assurance Technical Manager

• Feb 2014 - Jul 2015

Overall manager of the UK data centres, change & service introduction teams

Data Centre Service Assurance Controller/Manager

• Feb 2011 - Feb 2014

IT 2nd/3rd line Technical Specialist

• Jan 2006 - Feb 2011

• Responsible for providing technical support for over 43,000 offices based staff and 2000 remote customers across the globe.• Managed incidents, problems and escalations working within an ITIL frame work.• Responsible for creating and writing monthly reports regarding team performance, Desk-side resource and office moves. Areas of this report are used within the Service Relationships monthly update to the heads of IT and the business. • Provide a wide range of application and hardware support to all the 5 areas of the Bupa brand.• Administer the department SharePoint site which involves training and technical support of team members. The site provides the Service Centre with an arena to share information and upload data.• Provide an out of hour’s on-call service to the directors of the company. The support allows director level staff the opportunity to resolve technical issues outside of the normal Service Centre hours Show less

IT Technical/Coaching Specialist (contractor)

• Aug 2003 - Jan 2006

• Responsible for multiple sites across the globe. Providing technical support to office based users, oil refineries and oil platforms. • Supported and developed remote access solution utilised across the world to aid remote technicians to providing support on oil rigs and refineries. • A point of contact for senior management for escalations regarding technical issues. • Designed and implemented training for all existing and new members of staff within the technical department. • Provided technical and solution support to new offshore team working within the 3 year road map. The road map would focus on development of customer service skills and technical knowledge this would help to minimize impact to service level agreements within the transition period. • Assigned the task of upgrading the on-site gym facilities. I was given full responsibly of a £20,000 budget and full authority to arrange 3rd party contracts and warranties with vendors. Show less

Team Leader / Mitchell and Butler Account

• Oct 2002 - Aug 2003

• Team leader and manager of 9 technical support analysts in which I was responsible for the daily running of the team over an 18/7 shift pattern.• Providing a point of contact for managers within the Mitchell and Butler account. Within this role I was responsible for providing updates and solution of daily issues.• Arranging daily meetings with Mitchell and Butler account managers to provide updates on levels of service and outstanding issues with BT faults• Building relationships between BT and 3rd party communications companies.• Point of escalation for BT and IBM account managers. Responsible for escalating issues to senior IBM management.• Identifying training and development needs for the technical team. Show less

IT Technical Specialist / Lloyds TSB Helpdesk

• Aug 2000 - Oct 2002

• Provided 1st line technical support for all Lloyds TSB banks and offices across the country and Europe.• Taking over 60 technical calls per day while hitting KPI targets and service level agreements.• Providing technical support on both hardware and software issues over the phone. • Offering technical support to local desk-side support teams.