Experience

• 

  Infinity Group UK

  • Director Managed Services

    • May 2024 - Present

• 

  JM3 Services

  • Founder

    • Aug 2023 - Present

• 

  Mason Advisory Limited

  • Associate

    • Nov 2023 - Jun 2024

• 

  Content+Cloud

  • Group Transformation Director

    • Mar 2020 - Jul 2023

    Integrate the ITLab and Content & Code Office 365 tenants into a new Content+Cloud M365 environment. Migrate content from the legacy tenants and the consolidate applications and systems.Implement a transformation programme to ensure previous acquisitions are integrated and introduce synergies across the group. Develop a template for onboarding future acquisitions and streamline the process.Collaborate with the business to identify improvement initiatives that enable growth, profitability and improved customer experience. Leverage best of breed technology to automate and accelerate improvement across the group.Develop and maintain lasting, mutually beneficial partnerships with internal/external customers and vendors.

• 

  Content and Code

  • London, United Kingdom

  • Director of Managed Services

    • Dec 2015 - Mar 2020
    • London, United Kingdom

    Responsible for building Content and Code’s Office 365 Managed Service business and developing differentiated service offerings that closely align to the Microsoft roadmap. Ensuring clients continue to get incredible value from their Microsoft investment and driving a high level of client satisfaction.• Lead the Managed Service business and grow the portfolio of clients• Improve collaboration with other business areas and teams within Content and Code• Develop service offerings that are aligned to Microsoft technologies • Deliver a high quality service and implement metrics to measure success• Help clients to maximise value from their investment in Microsoft products• Improve client retention rates, expand the services footprint and increase profitability• Provide client with Office 365 analytics and insights to drive product adoption and usage

• 

  xmthree Ltd

  • London, United Kingdom

  • Director

    • Mar 2014 - Mar 2020
    • London, United Kingdom

    I founded xmthree to help companies maximise the value from their IT model / suppliers and enable them to concentrate on their core business. We also work with service providers to help them deliver an effective and efficient service to their customers. What we offer:• Service Integration & Management (SIAM)• Service & Cloud Brokerage• Service Assurance and Governance• Supplier & Stakeholder Management• Service Acceptance & Transition• Project Management• Service Improvement & Recovery

• 

  AstraZeneca

  • www.xmthree.com

  • Service Management Consultant

    • Aug 2015 - Dec 2015
    • www.xmthree.com

• 

  Freshfields Bruckhaus Deringer

  • www.xmthree.com

  • Global Service Strategy & Design

    • May 2015 - Dec 2015
    • www.xmthree.com

    Investigate the existing service management and technical functions to produce a current state analysis of the existing service model. Provide the strategy for a Service Model to support Operational teams in the delivery of IT services and meet customer demands. Lead the design a future service model that will incorporate the introduction of a central service centre.• Workshops to explore the existing services / functions• Create an operating model for the existing structure and deliverables• Develop the IT Service Catalogue • Service Management aligned to ITIL frameworks• Translate customer requirements into an appropriate Service Design• Develop cost / commercial model and performance measures (SLAs / KPIs)• Contribute to the service acceptance process

• 

  Netmaster Solutions Ltd

  • www.xmthree.com

  • Service Strategy & Design

    • Apr 2015 - Aug 2015
    • www.xmthree.com

    Design and implement a robust, scalable and successful operating model to underpin a new cloud based solution that is being deployed throughout the MoJ. Liaise with the customer and 3rd party providers to ensure the model is aligned to existing processes and is able to integrate with current MoJ ITIL process.• Develop a service model for a cloud based platform• Improve existing operational processes• Integrate services into existing customer processes• Align services to external cloud support functions• Understand customer drivers, requirements and agreements

• 

  Towergate Insurance

  • www.xmthree.com

  • Business Service Relationship Management

    • Feb 2015 - May 2015
    • www.xmthree.com

    Drive an improvement programme to develop the BSRM function by introducing a standard (service management) framework, controls and products. Ensure the business receives a positive IT experience by understanding business requirements whilst driving effective service from all suppliers. Single point of contact for the Exec Board and manage / report on service performance whilst pro-actively work with the IT Operations and Suppliers. Support the (internal / external) operational teams and functions to improve the service they deliver. • Engage with the Business and IT functions to ensure service is aligned to requirements• Identify improvement opportunities• Introduce standard products / templates to underpin BSRM• Introduce service governance and reporting • Drive a more effective service • Introduce a meeting framework with the key stakeholders

• 

  Lockheed Martin

  • www.xmthree.com

  • Head of Service Acceptance - Ministry of Justice (MoJ)

    • Jun 2014 - Feb 2015
    • www.xmthree.com

    Review, assess, validate and approve service design packages, in alignment to the agreed business requirements, to minimise impact and risk to the live environment. Define appropriate service acceptance criteria and manage throughout the life of the transition. Schedule and manage checkpoints as part of the governance framework. Identify risks, issues and assumptions early and manage them effectively. Maintain communications with suppliers and stakeholders throughout the transition to provide appropriate and timely information whilst driving them to deliver agreed milestones. Deliver the service readiness review as a decision point with the business for authorisation to proceed with go-live.

• 

  Colt Technology Services

  • Service Architect

    • Nov 2013 - Jun 2014

    Working throughout pre-sales, the bid process, transition and into live operation to define, design, deliver and assure Managed IT / Network service solutions.The service model needs to be aligned to the requirements of the customer and within the capabilities of the Colt operational teams. • Responses to request for tenders / pricing / information • Review, analysis, clarification and documenting the existing service model• Creation of contracts (schedules) and commercial models• Development of a new effective service model (based around ITIL v3 and Colt operational functions)• Validation, assurance and governance of the service throughout transition• Documented Service Design: policies; tools; processes and procedures• Creation of Services Catalogue, Operations Manual and Customer Handbook • Integration with 3rd parties and partners

• 

  Kelway Ltd

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

  • Service Principal

    • Apr 2012 - Oct 2013

    Leading a team of Service Delivery Managers with the responsibility for assuring services (delivered to a vast portfolio of customers) are contractually compliant, aligned to customer expectations and delivered efficiently. The primary objectives are to grow the services delivered to the customers, protect the business commercially / financially, mitigate risks, provide direction to various stakeholders, identify opportunities for innovation and develop / strengthen the relationships held to create long partnerships.• Service design, transition, service management and continual service improvement• Pre-sales and bid management• Service development and growth• Commercial and financial control (budget and P&L ownership)
• Contractual negotiation and governance• Stakeholder and relationship management• Effective communication• 3rd party management

  • Head of Service Operations

    • May 2012 - Oct 2012

    Responsible the Kelway operations centre which included all the technical functions that support the Services customer base. This consisted of driving a good level of service, progressing a continual improvement plan, assuring contractual compliance whilst maintaining financial control.It also required the management of a change programme to restructure and re-align the operational delivery model to help drive responsiveness, quality of service and ensure the function was able to expand as the business grows. This was critical as Kelway approached their busiest period in Service Delivery – the launch of new service offerings; the integration of various internal and service functions, as well as the move to the new Service Centre in Peterborough. This was achieved whilst retaining the Kelway ethos that staff feel they are valued by the business and maintaining the desire to deliver Operational Excellence, whilst continuing to focus on Customer Empathy.

• 

  Computacenter

  • United Kingdom
  • Information Technology & Services
  • 700 & Above Employee

  • Service Transition / Integration Manager (Business Take On)

    • Feb 2010 - Apr 2012

    Part of the team that introduced ‘Service Integration‘ (SI) at CC following some serious transition problems previously encountered. This was based around a ‘100 day plan’ which provided clarity, focus and drive to the task ahead. At the end of the plan, we were able to launch SI supported by documented process, procedures and an extensive ‘Acceptance Into Service’ criteria tool. I was responsible for the Service Integration team which included a group of project managers, a busy and high pressure portfolio of significant customer’s and multiple complex transition projects with strict timelines and defined budgets.

  • Continual Improvement Consultant & Project Manager

    • 2007 - Mar 2010

    I was aligned to a number of clients and the internal Service Management teams to identify innovative opportunities / business improvements and managed the implementation of the solutions.I managed relationships with internal support teams to ensure services were delivered to the required level and developed relationships with internal / external stakeholder to create customer value statements to understand their strategy and help their business progress.I negotiated with clients to obtain sponsorship to re-engineer processes and implement improvement projects. I managed the full ‘life-cycle’ of the improvement projects e.g. Business Cases; ToR; PIDs; Project Plans; Highlight Reports; Risks & Issues; Comms; Test & Release Management; Acceptance into Service; Benefit Summaries with ROI information.I reported to the senior management team, maintained agreed budgets, was the interface between the various departments to ensure all requirements were addressed and assisted throughout various stages of the bid process i.e. design, sales and transition.

  • Service Management & Improvement Consultant

    • 2005 - 2007

  • Operations Manager

    • 2002 - 2005

• 

  Goldman Sachs

  • Service Desk Team Lead

    • 2000 - 2002