IT Services Manager

• Jun 2023 - Present

Release and Deployment Manager

• Sep 2022 - Jun 2023

Solutions Architect

• Jan 2022 - Sep 2022

Senior Project Manager

• Feb 2020 - Jan 2022

Programme management of ERP replacement project for Wiltshire Farm Foods and it’s US and CA relations. Stakeholder/relationship management at all levels. WFF board, franchise partners, operational and technical managers and teams. Implementation and adherence to project governance and delivery framework. Tender processes and vendor selection processes. Delivery of end-to-end franchise solution covering Finance (FICO), CRM, Warehouse Management, Inventory Management, Sales to Cash, Data Management and BI. Solution design across the full Microsoft SAAS stack including ISV’s. Show less

Head of UK IT

• Sep 2017 - Dec 2019

Reporting to the UK IT and Finance Director, charged with delivery of significant cultural and service centric improvement program using ITIL best practice and process. Delivery of business critical IT services to approx. 3500 internal customers across 6 UK based sites. Post-acquisition integration – Refresco Drinks acquired Cott Beverages in Jan 2018. Infrastructure roadmap – (first in group to adopt Hyperconverged Infrastructure technology) Network topology roadmap. Application consolidation focusing on ERP and WMS strategy (SAP) in partnership with external consultancy. Roadmap to group IT Service Provider (ITSM) strategy in partnership with external consultancy including selection and delivery of group ITSM tool set. IT Security strategy including support of Refresco’s GDPR policies. Programme of projects and small change to facilitate integration objectives (HQ relocation, network topology, Supplier synergies, ERP replacement). ITIL Process and Management of IT Services Greenfield site, ITIL Service Management adoption cross UK business unit (6 sites) Group ITIL service management adoption Team Management IT Department of 38 across 7 teams in 2 locations. Coordination with CIT based in Germany. Projects Group ITSM toolset selection and delivery Infrastructure refresh IT security Post acquisition integration SAP ERP reloaction SAP ERP and EWM implementation Budgetary Management of £2.5 million IT Budget Show less

Head of IT Services

• May 2016 - Sep 2017

• Reporting to the IT Director, delivery of significant cultural and procedural improvement program, back to basics centered on ITIL best practice and process• Creation of a service centric, customer focused IT department• Strategyo Creation and delivery of 3 year roadmapo End user computing strategyo Service strategyo Service supplier strategy• ITIL Process and Managemento Design, implement and embed standardised ITIL best practice across all of IT supported by policyo Delivery of cultural shift to customer focused, service centricity. o Deliver changes to departmental structure enabling process, policy and cultural shift o Delivery of KPI's, and measures in keeping with desired culture. o Creation of all Service related documentation SLA, SDD etc• Relationship Managemento Build a culture of Business Service Ownerso Alignment of IT service provision inside business needs.• Team Managemento Direct management of 1st, 2nd and 3rd line support teams including IT Service Desk, End User, Application Support, BI and Data. Enablement of teams via training and coaching.o Accountable for all operational service provision, influence at all levels across all resolver groups including business IT support groups• Projectso Primary stakeholder in Service Now deliveryo Product owner Service Now Delivery• Budgetary o Management of £2million operations budget Show less

IT Service Delivery Manager

• Apr 2016 - May 2016

Director

• Jan 2014 - Jun 2017

Owner and founder of C&L Studios (Photography studio) based in Somerset. Mobile portrait photography Commercial product photography Schools and Pre Schools Landscape and Astrophotography Owner and founder of C&L Studios (Photography studio) based in Somerset. Mobile portrait photography Commercial product photography Schools and Pre Schools Landscape and Astrophotography

IT DEV/OPS Manager - Contract

• Sep 2015 - Apr 2016

•Deliver change at both strategic, tactical and cultural level across all channels for both B2B and B2C streams•Ensure an iterative and agile approach to solution delivery and speed to market of innovation is maximized•Create an environment that can work with the business to identify, assess, deliver, and bed in a digital transformation strategy. • Develop and build the apetito Dev/Ops team introducing both people and best practice processes across software development and integration, change management process, release planning, test driven development, continuous integration, automation, code and environment management •To develop a Dev/Ops culture, focused on collaboration across roles, focus on business rather than departmental objectives, trust, and high value placed on learning through experimentation and failure•Balance the management of strategically important long term goals with a fast track approach to delivery of tactical, “quick to market” change•Encourage and lead close collaboration between the team and business product owners •Ensure that apetito is taking full advantage of new and emerging technologies•Ambassador for innovation and continuous improvement•Co-ordinate release and sprint planning•Gatekeeper and manager of release cycle from DEV, TEST through to Live•Provide leadership and guidance to coach, motivate and lead team members to optimize performance levels and career development Show less

Systems Readiness Manager - Project Manager - Contract

• May 2014 - Sep 2015

Responsibilities• Reporting to Apetito and Wiltshire Farm Foods’ Board, delivered a significant change program to Wiltshire Farm Foods• Project Managemento Managed planning and implementation of Microsoft Dynamics NAV/CRM across 75 Wiltshire Farm Food franchiseso Monitored and reported on project and milestones• Relationship Managemento Developed constructive relationships with franchisees to oversee delivery of Dynamics, guiding franchise to complete site preparation requirements: offered after-delivery support• Team Managemento Managed user training team to enable adequate training and appropriate support for each franchise during and after go liveo Influenced migration, infrastructure and support teams, to ensure delivery was as planned and within documented/agreed timescales Show less

IT Service Manager

• Sep 2013 - May 2014

Responsible for group IT service provision to Travis Perkins and Benchmarx brands – 1000+ trading branches and regional hubs Developed strong productive relationships with stakeholders, internal service delivery functions and suppliers, facilitating strong communications to optimize service provision and improvement Ensured that existing service quality measures were used to continuously review and improve service provision: incorporated all-encompassing good practice and standards Owned the CSI process Held regular service reviews with customers to ensure SLAs were always on track: reviews incorporated analysis of performance statistics and service risk assessment Was IT service and operations users’ advocate, detailing service degradation possible impacts on the colleagues’ workflow and productivity: mitigated this by explaining impact of service issues Provided, with service transition and all IT service and operations, a robust and uninterrupted service Assisted all users in the planning (and testing) of business continuity plans Responsible for weekly service reporting to the IT Board Ensured effective communication with key contacts during MI: included communication of an agreed escalation process for services issues Responsible for the follow up of all MI with the MI function including the reporting of progress and corrective actions Worked with all Problem Managers and internal delivery functions, developing data analysis to identify root cause trends and implement appropriate resolutions to service issues Ensured effective and regular reviews were undertaken into the performance of key 3rd party suppliers. Included agreeing and managing service improvement plans to correct SLA failure and CSI Defined, agreed and managed the relationship maps between TP and key suppliers across both core operational processes such as MI Management and escalation, aligning 3rd party suppliers to ways of working across incident, problem and change management Show less

IT Service Delivery Manager

• Mar 2013 - Sep 2013

Service IntroductionManaged service introduction processes and policies ensuring new or changed services aligned with capacity, reliability, availability and supportability during the design and transition stagesCreated business-compliant service models and service level requirements’ documentation Negotiated IT <> business SLAs to ensure value delivery measurableControlled reporting for release to relevant stakeholders on incident, problems, availability and reliabilityService catalogue managementChange ManagementChaired weekly CAB (change advisory board) to analyse risks associated with requested changes resulting in approval or rejection whilst ensuring change policies were adhered toResponsible for maintenance of all CIs for Screwfix systemsService Management/Operations ManagementManaged all teams with IT daily issues, overseeing the smooth running of KITS Yeovil IT departmentReported weekly & monthly on KPIs & performance to KITS & Screwfix including Major incident reportManaged strategic 3rd party service providers through regular service reviews ensuring continuous achievement of SLAs, discussing required improvements where necessaryResponsible for BCP including disaster recovery between alternate data centresProblem ManagementPrioritised problems in accordance with a business approved matrix in order to resolve root causesIdentified incident trends, ensuring relevant problem records were raised and investigatedReported all problem resolution activity and priority to service ownersMajor Incident Management (Duty Manager during OOH)Accountable for provision of service on all critical systems as agreed in SLAsManaged and coordinated all critical systems support teamsResponsible for communication to all stakeholders and service ownersAuthored all major incident reports Show less

Application Services Manager

• Jun 2011 - Mar 2013

Application ManagementManager of two essential support teams integral to delivering application support, builds, configuration and implementation to environments and services.Administration including performance management, annual objectives and appraisals. Responsible for availability/reliability of all supported services including all order taking services in line with agreed SLA’s and KPI’s.Focused on ensuring ‘best practice’ standardised methods and procedures are used for the efficient, effective and prompt delivery of IT Services and Support covering; event management, incident management, request fulfilment and problem management.Duty Manager (Major Incident management and reporting)Responsible and accountable for provision of service during out of hour’s period on all critical systems as agreed in service level agreements.Management and coordination of all critical systems support teams over the OOH period.Responsible for communication to all stakeholders and service owners Show less

Senior Application and Deployment Specialist (Duty Manager)

• Jan 2009 - Jun 2011

Senior SpecialistProvide a highly professional second/third line support service for all business critical systems and services.Design, build and implement full business process monitoring to ensure business continuity and SLAs are adhered to. (IBM Tivoli monitoring suite, Omnibus, WebGUI, Impact and TBSM).Support the business on a day to day basis by identifying, investigating and highlighting any ongoing problems experienced by our end user (customer or employee), work in conjunction with development teams to ensure a timely resolution.Build, configure and manage Weblogic platforms for Live, development or testing (like live environments).Install, manage and maintain ATG commerce applications and software such as Customer Service Centre (CSC) and Business Control Centre (BCC).Provide code deployment support for all application servers ATG Weblogic deploymentsProvide 24/7 support with on call rotaDuty ManagerResponsible and accountable for provision of service during out of hours period on all critical systems as agreed in service level agreements.Management and coordination of all critical systems support teams over the OOH period.Release and deployment management, organizing and instigating release of all types of change.Out of hours escalation of major incidents and priority issues. Responsible for communication to all stakeholders and service owners. Show less

Project Analyst

• Apr 2008 - Jan 2010

Achieve customer acceptance using Prince2 project management processes. Ensure Key deliverables and customer quality expectations are met within agreed project tolerancesAct as project assurance for technical, management and specialist teams included within the project board members.Plan and prepare project stages and work package’s, escalating exceptions to via project board. Depending on size of project/program act as team manager creating team plans and controlling work packages within agreed tolerancesConfiguration librarian to assure product integrityReview customer acceptance criteria to ensure final products meet those agreed in the business case.Produce time driven status reports (highlight or checkpoint, depending on project role and size) to update Project team/board on project milestones, risks and issues.Creating and maintaining daily, risk, issue and quality logs throughout projects life. Show less

Development Analyst

• Aug 2004 - Apr 2008

Development and support of Warehouse Management Systems (WMS) Drive change and continuous improvement whilst supporting the company culture.Act as interface between technical and non-technical teams.Exploit new and existing system applications; document requirements for software development.Plan, prepare, implement and assess test results; escalate defects to third party software developers.Plan and co-ordinate implementation with all sites.Field-based role, responsible for system development and ongoing support across 12 Distribution Centres.Manage projects for new site start-ups, roll outs, upgrades, system enhancements and customised systems.Design new and exploit present business systems; produce work flows using MS Visio process mapping tool; write test scripts and test new software; carry out local configuration of WMS for new sites; write and review procedures for system processes.Provide on-site and remote systems support Show less

Systems Tech

• Jan 2004 - Aug 2005

Provide frontline systems support to all systems users within the distribution centre, maintaining and patching new and existing hardware.System house keeping on WMS.Setup and maintain hardware inventory,

Goods in team member

• Oct 2003 - Jan 2004

Operation within a goods in department using system automation to check, QA, pallet and store incoming stock delivery's in a high technology distribution centre

ASBI Snowboard Instructor

• Oct 2003 - Aug 2005

Snowboard instructor Instruction of snowboarding skills to groups of up to 40 people of all ages and abilities. Snowboard instructor Instruction of snowboarding skills to groups of up to 40 people of all ages and abilities.

AEM1 Aircraft Engineer MK4 Sea King

• Jan 2000 - Jul 2003

Aircraft Engineer on MK 4 Sea Kings Radio, electrical and mechanical maintenance and repair Aircraft Engineer on MK 4 Sea Kings Radio, electrical and mechanical maintenance and repair

1st Line Support

• Jan 1999 - Jan 2000

Service desk 1st line analyst providing first time fix where possible or escalation to relevant 2nd or 3rd line teams where required. Service desk 1st line analyst providing first time fix where possible or escalation to relevant 2nd or 3rd line teams where required.

Assistant Manager

• Jun 1998 - Jan 1999

Retail sales in small electronics, technology and phones Retail sales in small electronics, technology and phones