Group IT Director

• Apr 2022 - Present

Director of IT

• Feb 2016 - Present

Head of IT - JPGL

• Oct 2016 - Apr 2022

• Head of IT for several Global 4PL Businesses • Responsible for defining and implementing the overall group International IT Strategy • Head of Global IT service & solution delivery • Lead on IT due diligence for mergers and acquisitions • Programme head for Atlas - A cutting edge and innovative Global 4PL IT Platform • Head of IT for several Global 4PL Businesses • Responsible for defining and implementing the overall group International IT Strategy • Head of Global IT service & solution delivery • Lead on IT due diligence for mergers and acquisitions • Programme head for Atlas - A cutting edge and innovative Global 4PL IT Platform

Senior IT and Service Delivery Manager

• May 2014 - Oct 2016

I hold the primary responsibility for directing all aspects of service delivery and programme management for a large facilities management company. As senior manager I am relied upon for my effectiveness and enthusiasm in organising cross-functional teams that include application support, service desk and infrastructure services across over 50 locations. Acting as programme lead, I have managed numerous projects, seeing these through from initiation to deployment Among the key business improvements I have instigated are the establishment of a new service delivery framework aligned with ITIL methodology. This consisted of service desks and support teams integrated to create a dynamic environment for problem-solving and strategic improvements. As well as supervising teams and the projects being tackled, I maintain a rigorous hands-on role regarding the development and implementation of all business processes relevant to performance. I particularly relish the opportunity to drive new initiatives aimed at streamlining the company's competitive edge and generate fresh revenue streams, such as the introduction of radical concepts such as 'Buy to Click' B2C. Key achievements in this role: - Drove successful delivery of multiple projects including: design and creation of Primary & Disaster Recovery Data Centres, Office 365 deployment, Managed Print Services, Telephony, Nutanix, Handheld Devices and RFID solutions. - Handled successful delivery of all IT & Business processes associated with ISO 9001. - Founded, designed and implemented Customer Extranets for emerging businesses, increasing revenue streams and service delivery advantage.

Head of Customer IT Solutions and Service Delivery

• 2012 - 2014

Within this organization I was promoted into a new position and given operational responsibility for the Customer Solutions Department. My functions included reporting directly to the CIO while supervising a national team of field-based IT engineers, service desk personnel and project managers. The many duties I was tasked with managing included the proficient delivery of all business critical projects and integration for partners. I was the business lead behind the establishment of a new IT service Delivery function aligned with ITIL, and also spearheaded the evolution of internal technologies that supported continual growth and development. Among the other IT services I delivered were the implementation of international and multi-product solutions across the organisation, in addition to handling all supplier management, such as contract negotiation, service level agreements and contractual terms. My exemplary interpersonal skills were relied upon during engagement with senior level stakeholders to assist with the formulation of innovative IT strategies aligned with corporate goals and objectives. Key achievements in this role:- Organised the streamlined implementation of a new ITIL-based IT service delivery function, including all support teams, service level agreements and service desk processes/procedures.- Took ownership for all IT service functions, including back and mid-office applications management, telecommunications services, service desk/desktop support and the management of outsourced service providers.- Designed, delivered and maintained cutting edge customer portals.- Managed the successful on-boarding of several large multi-million pound customers.

Major Customer IT Solutions Manager & Interim Head

• Feb 2012 - Jun 2013

My responsibilities included managing the main IT function, and being responsibility for the delivery of the IT roadmap via a number of IT projects for new/existing customers. I directed a multi-functional team of IT engineers and project managers, reporting all progress to the CIO. Driving the development of the IT division in alignment with critical business needs, I performed a pivotal role in the strategic planning of all organizational IT activities and initiatives in conjunction with IT senior management. I competently handled all supplier relations, in addition to negotiating contracts, detailing commercial terms, outlining service level agreements and safeguarding OPEX in line with pre-defined budgets.Key achievements in this role:- Established 'single point of contact’ for all IT queries from clients, partners and directors, ensuring the prioritization of issues and their swift resolution.- Instigated and implemented the major customer on-boarding process with business’s sales and account management team.- Responsible for all customer IT integrations, extranets and service delivery.

Customer IT Programme Manager

• Sep 2010 - Oct 2012

I was responsible for leading the delivery of critical IT services involving the maintenance of existing IT systems, processes and IT project delivery for new and existing 'top tier' customers. All progress was reported to the IT director. Other responsibilities included key account management in order to to gauge IT requirements and issues from the businesses major customers. I was fully accountable for the ongoing delivery of IT project portfolio from the instigation to conclusion of plans, and the ratification of customer requirements through to final delivery. I was granted the authority to control million-pound budgets. I also proactively sought new business opportunities while managed the function during the seamless on-boarding of new major customers. Key achievements in this role:- Oversaw the successful delivery of numerous business-critical projects aligned with PRINCE2, such as new customer solutions and multi-million pound customer and supplier integrations.- Project managed new initiatives within the customer IT arena, ensuring systems could be defined as ‘market leading’ and delivered in expectations, not only of the business but of the ever growing requirements for cost reduction through technology.

Service Desk Manager

• Jul 2008 - Aug 2010

After achieving promotion to the role of Service Desk Manager I took on-board responsibility for all aspects of service delivery through the management of the national IT technical service desk. Directing a national team of service desk personnel, I ensured customer issues were resolved efficiently while reporting to the head of department. As well as rigorous helpdesk supervision I drove the implementation of core ITIL processes relating to problem, change and incident management, and handled the delivery of key projects relating to 1st line support. Working in close collaboration with technical teams, I guaranteed the timely resolution of incidents relating to both hardware and software faults/failures, monitoring and tracking overall performance against service level agreement criteria.Key achievements in this role:- Consolidated, relocated and implemented a national service desk function into company head office.- Conducted detailed training needs analysis on all IT support staff, identifying appropriate knowledge sources and making sure appropriate training/support provided.- Drove the first time fix rate from 53% to 93% and attained a 98% SLA compliance rate.- Assumed a critical role in the development of software and process management aligned with vital business demands and corporate objectives.

IT Field Engineer

• Jul 2007 - Jul 2009

Upon formal appointment as an IT solution implementer and trainer, I gained responsibility for managing and implementing customer dispatch systems across the South West of England. Reporting to Head of Customer Solutions, I acted as first point of contact for all internal teams and external customers relating to the support and development of core customer dispatch systems. I also provided 2nd line support services and the escalation point for urgent diagnostic queries.

Information Technology System Engineer

• Nov 2006 - Jun 2007

Business Education Teacher

• 2004 - 2006

• Taught English language and Business Studies to groups of students, with responsibility for the delivery of a comprehensive syllabus in line with individual requirements • Designed, delivered and developed a comprehensive commercial training programme for students of all ages for this company • Identified requirements and ensuring that courses meet these needs thereby improving the services offered by the organisation • Taught English language and Business Studies to groups of students, with responsibility for the delivery of a comprehensive syllabus in line with individual requirements • Designed, delivered and developed a comprehensive commercial training programme for students of all ages for this company • Identified requirements and ensuring that courses meet these needs thereby improving the services offered by the organisation

Client Liaison Advisor

• 2004 - 2005

• Acted as dedicated liaison between client and the Business for new car sales, fleets and maintenance • Responsible for the management of a key client base • Ensured that Quality Standards for accuracy and timeliness are met in all cases • Provided specialist advice to clients on all aspects of Fleet Solutions/management • Conducted regular case reviews using information provided by client to confirm the solution provided is still the best advice for the client • Acted as first point of contact for clients’ queries/issues; referring/escalating as appropriate • Overall Client account management

Assistant General Manager

• 2002 - 2004

• Co-Managed a work force of 12 for a large Southampton supply store, reporting to the owner/manager of the business. • Budgetary Management • Management of press enquiries and development of marketing strategies • Managed all aspects of merchandising, window displays, and stocking • Ensured excellence in customer service and motivational Team management • Co-Managed a work force of 12 for a large Southampton supply store, reporting to the owner/manager of the business. • Budgetary Management • Management of press enquiries and development of marketing strategies • Managed all aspects of merchandising, window displays, and stocking • Ensured excellence in customer service and motivational Team management