Head of Operations Technology

• Feb 2022 - Present

Operations systems management and delivery. Global NOC (24/7 system monitoring team). Information and data flow optimization across operations systems. Operations systems management and delivery. Global NOC (24/7 system monitoring team). Information and data flow optimization across operations systems.

Head of Technology Operations

• Jul 2018 - Feb 2022

• Led a group of Managers and department heads across Operational, Technical Support, Risk & Compliance, and Infrastructure Engineering Teams• Developed business-critical solutions for retail and financial clients: Successfully delivered secure and reliable payment gateway solutions and infrastructure services to Barclaycard Payment Solution customers within EMEA• Managed compliance budgets, capital expenditure budgets, and operational budgets, drove cost reduction and resource optimisation initiatives• Ensured uninterrupted service delivery during Covid-19 pandemic: Smooth service delivery while transitioning the business to a work-from-home model• Oversaw major infrastructure service projects: 2020 Hardware Refresh project (Datacentres) and Network Capacity Improvement project• Managed the Cybersecurity Improvement project: Implemented new network access control tools visibly strengthening information security UK-wide• Shaped and executed a viable long-term Risk & Compliance strategy, establishing comprehensive vulnerability and risk management controls and supporting the company in standardising the systems while maintaining strict regulatory and security compliance (PCI DSS and P2PE)• Held full responsibility for 24x7 infrastructure support, maintenance, and data centre management, and in-depth IT service management (24x7 service: intelligence analytics, release and deployment, merchant onboarding, request fulfilment) in line with strict SLA• Collaborated closely with senior stakeholders across all business functions to enable and drive business-led automation and modernisation following ever-changing company objectives

Service Operations Manager

• May 2015 - Sep 2018

• Held full responsibility for a high-profile Barclaycard Payment Solutions Project delivery: Merchant payment solution and customer loyalty service• Built and led a team of 25 Engineers• Strongly influenced the payment services strategy as the go-to expert and technological consultant for the Board, enabling streamlined, data-driven decision making and automation• Held full responsibility for service levels• Created and delivered service improvement plans, identified gaps, dependencies, and issues, and drove continuous improvement activities, ensuring business-led IT development and modernisation• Drove Agile approach within the organisation, championed structured, sustainable IT practices, introduced processes, systems, and standards• Delivered BCM activities and workshops

Service Improvement and Problem Manager

• Jan 2014 - Apr 2015

• Led, coached, and mentored diverse Problem Management and Service Improvement Teams• Oversaw full life cycle project management and resolved major incidents minimising service interruptions • Worked closely with stakeholders and business partners to determine the best technological approaches to support the business• Recognised potential service development opportunities and implemented effective management approaches to satisfy strict business requirements and industry best practices, and ensure continuous process improvement• 2015: The Logic Group & Barclaycard merger and acquisition (M&A)

Manager - BAU Service Operations

• May 2011 - Feb 2014

Led and developed high-performance teams driving service maintenance, operational support, and high-risk change implementation

Royal Engineers

• May 2010 - May 2011

Client Support Manager

• Jun 2004 - May 2010

Technical Consultant

• Jan 2003 - Jun 2004

Product Support Specialist

• Apr 2001 - Jan 2003

Helpdesk Team Leader

• 1999 - 2001