Head of Information Technology

• Jul 2023 - Present

Head of Information Technology Operations

• Oct 2022 - May 2023

Global Service Desk Manager

• Jan 2022 - Oct 2022

This role is additional responsibilities to my current position (IT Services Manger) to cover modern family leave till Jan2023. • Manage the daily running of the global service desks for the UK, APAC, and America. • Ensuring compliance and governance globally in all markets. • Effectively managing, developing, and training the service desk team. • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. • Monitoring and reporting the KPIs. • Designing, building and managing the strategic roadmaps for all markets. • Confirming continual service improvement in all markets. • Conducting and sharing results from service and operation performance reviews. • Promoting the service desk with senior management and ensuring it is appropriately viewed as a core business asset. • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other involved teams in service desk operations. Show less

Information Technology Services Manager

• Sep 2016 - Oct 2022

• Led the Edrington UK IT Department ensuring effective and efficient operation of a multi-domain, multi-site network in line with agreed service levels. • Responsible for the Edrington UK and Alliance infrastructure ensuring effective and efficient operation of a multi-domain, multi-site network in line with agreed service levels. • Implemented effective IT solutions to improve business operations in coordination with the stakeholders. • Accountable for the budget control for UK and Alliance markets. • Ensured that all the processes and procedures adhered to the compliance and governance measures. • Created and delivered the IT strategies related to infrastructure, Wintel and information systems. • Ensured excellent customer service and business continuity by maintaining a productive relationship with the service providers. • Built high-performance teams by guiding and mentoring the team members. • Interacted with the business team to understand service level agreements to communicate with team members. • Monitored the infrastructure upgrades, modifications and deployments. • Conducted risk assessment and developed mitigation plans. • Performed root cause analysis of infrastructure problems and developed resolution plans. • Worked with the team to develop problem management and service improvement plans. • Maintained all documentation for deployment, maintenance, upgrades, and problem resolution activities. Show less

Project/Service Delivery Manager

• Nov 2014 - Sep 2016

• Managed the project of new WAN infrastructure for a large national company covering 36 locations nationally and internationally. • Supported the new infrastructure, additional services and their corresponding service levels. • Designed, developed and delivered the monthly service management documentation for continual service improvement of all major clients within the Scottish regions. • Led, monitored and mentored the service desk team. • Developed the personal development plan by observing the skills and development of the team. • Analysed the performance matrix and delivered the KPI reports weekly to the seniors. • Acted as a single point of contact for the escalation for all major Scottish clients. • Recommended methods of improvement and implemented those methods on time for service delivery upgrades • Provided accurate and regular reports to the management on the performance of the service delivery • Led personnel management, including staff recruitment, performance assessment, training, and mentoring Show less

Information Technology Manager

• Oct 2012 - Sep 2014

• Managed the IT team, technicians, engineers and developers. • Ensured reliability of IT infrastructure across all branches. • Defined, developed and implemented the IT strategies to complement and assist the business strategy, supporting the continual improvement of processes and IT utilisation. • Served as a single point of contact for resolving the escalation and as a technical point of reference for the IT team. • Built and maintained good working relations with the partners and third party suppliers. • Developed KPIs and agreed to SLAs with the key stakeholders • Accountable for managing the budget for IT requirements nationally. • Translated the business requirements into IT solutions. • Ran regular checks on network and data security and conducted regular system audits. • Oversaw and determining timeframes for major IT projects, including system updates, upgrades, migrations and outages • Designed training programs and workshops for upskilling the staff. Show less

Information Technology Manager

• Jun 2011 - Oct 2012

• Analysed the current IT provision and developed a strategy and vision to deliver the IT solutions to compete with the competitors. • Accountable for budget forecasting, purchasing and cost control. • Ensured effective deployment of solutions in a controlled manner. • Facilitated support framework to assist the users. • Produced regular feedback and presented to managing directors. • Recruited, trained and mentored the new staff to maintain and support the new solutions. • Analysed the current IT provision and developed a strategy and vision to deliver the IT solutions to compete with the competitors. • Accountable for budget forecasting, purchasing and cost control. • Ensured effective deployment of solutions in a controlled manner. • Facilitated support framework to assist the users. • Produced regular feedback and presented to managing directors. • Recruited, trained and mentored the new staff to maintain and support the new solutions.

Technical Services Manager

• Mar 2008 - May 2011

Regional Information Technology Manager

• Mar 2004 - Mar 2008

Information Technology Specialist

• Mar 1998 - Mar 2004