Experience

EMIS Group plc

• United Kingdom
• Wellness and Fitness Services
• 100 - 200 Employee

• Group Hosting & IT Services Director

  • Feb 2022 - Present



Asda

• Retail
• 700 & Above Employee

• Senior Director - Infrastructure Tower Leader

  • Apr 2018 - Feb 2022

   Promoted to lead the Infrastructure divestiture and separation of Asda from Walmart. Programme value £100m+, creating Asda’s new IT Platforms, based on Azure. Directly managing the outsource of End User Computing, Cyber Security, Cloud Management & IT Service Management. Forming commercial partnerships TCS, Microsoft, ServiceNow, GCP & SAP. Primary stakeholder engagement at CIO/SVP level within Asda, Walmart and Vendors Built an entire delivery team to face into the largest single programme Asda has faced into in its 22 year relationship with Walmart, with fully costed/planned/prioritised programme portfolio in flight within six months from commencing the engagement Accountable for the Infrastructure Programme and Project Management teams. Shaping, prioritising and delivering the Technology Infrastructure portfolio (circa £40m p/a), on behalf of Asda (part of the Walmart group). Working collectively across multiple platforms utilised by customers, colleagues and owning Strategic partner relationships with Vendors and Walmart teams. Awarded the CEO’s Certificate of Recognition 2020. Recognised for talent capability, and currently part of the Senior Leadership Development programme (Accelerate).



Capita Customer Management

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Transformation & Programme Director

  • Dec 2013 - Mar 2018

   Led a major multi client EU GDPR (General Data Protection Regulation) programme across 40 high profile clients, across three continents, resulting in ensuring the organization was compliant ahead of the GDPR coming into force. Accountable for the transition of Tesco Mobile’s entire contact centre business into Capita (800 Advisors), achieving seamless People, IT and Business Readiness outcomes, resulting in being awarded Capita’s annual award from the CEO for most successful delivered programme for 2016 Led major internal reorganisation of the entire Customer Services division, operating at MD/Cx level to achieve the outcomes, business benefits, colleague & client journey Successfully delivered an entirely new multi-site 200 seat Contact Centre, Platform and Services for Transport for London, delivered on time/to budget, and exceeding the customers’ expectations  Personally driven Transition and Transformation process re-engineering across the Capita division to allow a modular/repeatable efficient way of working to reduce the overall ‘order to cash’ period, and enhance governance and client engagement



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Head of Operations

  • May 2009 - Nov 2013

   Accountability for all major customer accounts for Vodafone (incl Aviva, Centrica, RBS, National Grid, L&G, AXA, Royal & Sun Alliance) - Managing a multi disciplined and geographic team of 550 colleagues both in the UK and India. Year on year performance exceeding targets, and delivering exceptional service to our Customers. Accountable for £24m Opex budget with year on year savings achieved of 10%+. My accountabilities lead to regions across the UK, Europe and India, and are extensive to include 1st, 2nd and 3rd Line Engineering functions, covering all aspects of technology from Voice, to Hosting, Network/Transmission, Application and Mainframe services. Personally led the setting up of a major Assure & Proactive Operations function in Bangalore (India), and repatriating over 100 roles from the UK to India as part of a major transformational programme led by myself.



Cable & Wireless Communications

• United States
• Telecommunications
• 700 & Above Employee

• Head of Service Delivery

  • Nov 2007 - May 2009

   Head of customer network provisioning operation - delivering complex transmission and IP services globally. Personally led the setting up of a major Provisioning function in Chennai (India), and repatriating over 200 roles from the UK to India as part of a major transformational programme led by myself. Responsible for team of 380 colleagues delivering leading class delivery services to multi-national customers. Directly responsible for operational performance, and adherance to stringent quality standards.



Cable & Wireless Communications

• United States
• Telecommunications
• 700 & Above Employee

• Head of Hosting Delivery

  • 2005 - 2007

   Leading a multi skilled team of Hosting Professionals, building some of the largest commercial and government architecture in the UK. Winner of the 2007 'C&W Exceptional Customer Service Awards' - awarded by the CEO. Runner up in the '2007 National Customer Service Awards'.  Leading a multi skilled team of Hosting Professionals, building some of the largest commercial and government architecture in the UK. Winner of the 2007 'C&W Exceptional Customer Service Awards' - awarded by the CEO. Runner up in the '2007 National Customer Service Awards'.



Energis

• Head of Dedicated Hosting Services

  • Apr 2001 - Mar 2005

  Leading techinical operations teams focused on major accounts such as Virgin Money and Virgin Atlantic - both of which received exceptional standards of service, and Zero downtime for over twelve months whilst I was accountable for the end to end service. Leading techinical operations teams focused on major accounts such as Virgin Money and Virgin Atlantic - both of which received exceptional standards of service, and Zero downtime for over twelve months whilst I was accountable for the end to end service.



Dell Technologies

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

• Senior Service Delivery Manager

  • 2000 - 2001

  Primarily accountable for the delivery of hands on Service and Project Management consultancy to end clients, which included Bank of Ireland, Bristol & West Building Society and Motorola Primarily accountable for the delivery of hands on Service and Project Management consultancy to end clients, which included Bank of Ireland, Bristol & West Building Society and Motorola



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Service Operations Manager

  • 1989 - 2000

  Performing various roles in the 11 years I was at HBOS - from mainframe operations engineer, working my way through the organisation to become the youngest appointed manager in the organisation at the time. Later roles included implementing and heading Incident/Problem/Change and Configuration Management services at HBOS, and its associated brand organisations. Performing various roles in the 11 years I was at HBOS - from mainframe operations engineer, working my way through the organisation to become the youngest appointed manager in the organisation at the time. Later roles included implementing and heading Incident/Problem/Change and Configuration Management services at HBOS, and its associated brand organisations.