Global Head of Service Management

• Dec 2020 - Present

Global IT Service Manager

• May 2019 - Dec 2020

Senior Delivery Manager

• Dec 2017 - Jun 2018

Senior management, delivery & project management for UK leading insurance and financial services firm

Head Of Delivery & Operations

• Jan 2017 - Oct 2017

Responsibility for the over-arching IT delivery & operational service and management for the provision of services to the Business Community, managing the project, Field Operations and Business Relationship Management teams. Ownership of the strategic planning and demand management for IT service operations.Leading the SIAM interface between the ICT Service Management Organisation and the Business, being accountable for ensuring the provision of service to the Group. Accountable for the delivery lifecycle across service towers, ensuring that the programme governance and service performance are align with committed SLA through agreed metrics. Managing vendor relationships to deliver best in class services to the Arriva Group.Accountability and ownership of key ITIL processes providing a centralised governance and management framework to the IT Service Towers. Acting as the key interface and escalation point for the business into IT.

Global Service Design & TOM lead

• Jan 2016 - Dec 2016

Delivering on a global programme for SIAM for IT services provided. Lead IT transformation strategy for process & service delivery maturity. Working to develop from first principles key ITSM Service Design processes. Responsible for delivery of essential work stream deliverables on time and within budget, benchmarking deliverables against industry standardsLiaise with vendors, portfolio leads, key stakeholders within the centre, regions & BU to champion and socialise process adoption within the group. Setup governance and performance management framework for key ITSM processes. Work to standardise SLA/OLA & KPI metrics across service towers and vendor deliverables. Develop governance frameworks Lead programme steering and project review boards as required. Work within programme budgets and forecast future requirements. Develop TOM & map out roadmap for delivery, in-line with the Business & IT vision.

Global Delivery & Service Operation General Manager

• Jul 2011 - Dec 2015

Mange all delivery, programme & Operational services within for the global IT infrastructure of Maersk Line.Help to formulating complete project processes and global support models/processes from first principles, thus maintaining service stability. Implementing governance & KPI measurements, also to sponsor/develop initiativesManage a global team working on key processes.Working to deliver and improve service excellence through the development and enforcement of standard delivery, fora complex and multi vendor environment. Working to matching and exceed the needs of a global business, within a complex support matrix.Represent delivery programmes to the business, senior management and CIO.