Director of Operations

• Jun 2023 - Present

IT Shaped for Law - Transforming the user experience and operational success of law firms and barristers’ chambers IT Shaped for Law - Transforming the user experience and operational success of law firms and barristers’ chambers

Director Advanced Services - Financial

• Apr 2020 - May 2023

Led a Global management team of 5 Direct reports, monitored performance and provided the entire post-sales support for LSEG, including responsibility for day-to-day operations, engineering and delivery departments. Provided dedicated resource across PMO and service management for the delivery complex programs of work for the client. Reviewed deliverables to ensure schedules were maintained, while meeting with quality standards. Built a dedicated PMO function that improved governance, resulting in the team delivering significant new revenue. Dealt with all senior management escalations across the Lumen client. Maintained excellent stakeholder relationships with the client at all levels to facilitate quality work, effectiveness and efficiency. Designed new support models to ensure new products and services are adopted. Led the implementation of Operational Service Improvement Plans following client feedback. Show less

Director Hosting Network & Security

• Oct 2016 - Jan 2020

Provided strong leadership and motivation to a global management team for the delivery of world-class support to Managed Hosting and Network clients. Responsibility for Incident, Change and Problem Management, leading 9 direct reports as well as all Network engineers and dedicated support engineers in an organisation size of circa 140 heads. Recognised as the management escalation point for all major client outages as well as the Process Owner and Developer for Incident, Change, Request and Problem ITIL based processes. Supported client systems across legacy environments whilst helping clients digitally transform to SAAS, IAAS and PAAS platforms. Attended Client service reviews to represent Global Operations. Represented Global Operations & Support for new customer bids (RFP) as well as at client workshops to onboard new client services. Show less

Senior Manager - Global Hosting Compute Engineering

• Feb 2012 - Oct 2016

Leadership of a Global management team of 11 Direct reports with responsibility for all Platform engineers and dedicated support engineers (TSE program) for an organisation with 125 heads. Developed and implemented Operational Service Improvement Plans. Assigned as the Global Incident Management Process Owner, Global owner of Platform Monitoring support across all hosted & cloud-based platforms. Analysed current team performance, mapped trends and developed/implemented action plans to improve performance. Dealt with senior management escalations across the CenturyLink Client base. Show less

Senior Manager Operations Centre

• Mar 2007 - Feb 2012

Responsible for the Savvis EMEA Day Operations centre teams including the Service Desk, Platform (Windows and Linux) and Network teams.

Command Centre Manager Days

• Mar 2007 - Jul 2011

Command Centre Manager Days

Microsoft Support Engineer

• Mar 2007 - Jun 2008

Enterprise Vault Support Engineer

• Sep 2004 - Mar 2007

Provided Enterprise level support for KVS enterprise vault e-mail archiving. Provided Enterprise level support for KVS enterprise vault e-mail archiving.