Experience

BJSS

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Service Delivery Manager

  • Nov 2023 - Present

  Cardiff, Wales, United Kingdom



DUP IT LTD

• Director

  • Apr 2018 - Apr 2023

  Bridgend, Bridgend, United Kingdom DUP is my own company that I setup while contracting to provide services to business in the UK.



ITV

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Service Delivery Manager

  • Oct 2022 - Feb 2023

  London Area, United Kingdom In this contract role, I was bought into ITV to manage a contract re-negotiation with one of ITV’s critical suppliers within the commercial and ad serving department. I was responsible for revieiwing the current contract and ensuring that the new contract was fit for purpose and included everything that ITV wanted to ensure the contract was fit for purpose now and in the future. I was responsible for leading all of the conversations around SLA’s, contractual obligations, contract compliance… Show more In this contract role, I was bought into ITV to manage a contract re-negotiation with one of ITV’s critical suppliers within the commercial and ad serving department. I was responsible for revieiwing the current contract and ensuring that the new contract was fit for purpose and included everything that ITV wanted to ensure the contract was fit for purpose now and in the future. I was responsible for leading all of the conversations around SLA’s, contractual obligations, contract compliance, service management as well as helping the supplier to mature their service. I worked with the supplier to ensure that they meet their obligations and to help move the services into BAU support. Show less



National Trust

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Service Transition Manager

  • Mar 2022 - Oct 2022

  Swindon, England, United Kingdom In this contract role I was bought in to help transition a programme of work from an old CRM system to a new platform. During my time I have worked with multiple PM’s and stakeholders in order to be able to transition services into BAU. I created service design documentation which covered all of the key components parts of the service, how it fits together, who is involved, supplier details etc as well as working closely with third party suppliers to transition services into their organizations.



Ryder Ltd

• United Kingdom
• Truck Transportation
• 1 - 100 Employee

• Service Delivery Manager

  • Dec 2019 - Mar 2022

  Birmingham, England, United Kingdom In this contract role I was responsible for the Service Delivery within Ryder UK. I was responsible for managing the main outsource partner as well as mentoring staff to be able to take on management of Service Delivery when I left the role. I was also the lead on an finance transformation project where I was responsible for overseeing all aspects of IT between the two organisations involved to ensure the transformation project was successful.



Pobl Group

• United Kingdom
• Civic and Social Organizations
• 400 - 500 Employee

• Service Desk Manager

  • Mar 2019 - Jun 2019

  Newport, United Kingdom This was a contract role which involved me managing the Helpdesk through a restructure. I was involved in moving the Helpdesk from a couple of locations into one central team. I was responsible for recruiting the new team into the business and ensuring that service was maintained through this process.



MASCO UK Window Group Ltd

• Service and Support Manager - Contract Role

  • Apr 2018 - Dec 2018

  Caerphilly, Caerphilly, United Kingdom This was a contract role as Service and Support manager. I was responsible for delivering first to third line support services via the Technical support desk to end users across 29 sites with a user base of 1,500 people, as well as implementing Service Management\ITIL Processes.



SCC

• South Korea
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Delivery Manager

  • Mar 2017 - Mar 2018

  Bristol, United Kingdom In this client facing role as a Service Delivery Manager, I was responsible for the day to day operational running of the account and a primary point of contact for the client management team. I delivered services to over 750 end users, across 7 regional sites.



Natural Resources Wales

• United Kingdom
• Environmental Services
• 700 & Above Employee

• Service Delivery Manager

  • Oct 2015 - Mar 2017

  Cardiff, United Kingdom In this role, I was responsible for the delivery of in-house IT systems and services, using a mixture of contract resources, third parties and internal IT staff. Delivering a multitude of services to 1900 users across Wales to the largest Welsh Government sponsored body.



CGI

• Canada
• Information Technology & Services
• 1 - 100 Employee

• Service Delivery Manager

  • Mar 2005 - Oct 2015

  Cardiff, United Kingdom I performed multiple roles while at Logica\CGI. My last assignment was as a Service Delivery Manager for a large house builder and was responsible for the day to day running of the account. I worked closely with the client management team.