Director Of Technology and Systems

• Mar 2022 - Present

Responsible for all Technology & Systems within the Group. Responsible for IT M&A integration activities. Leading on technology strategy: driving modernisation and efficiencies through the use of technology and working to influence organisational culture in this respect Ensuring effective controls are in place with regards to cyber security and leading on compliance with GDPR and Cyber Essentials Managing a team of IT staff including an outsourced helpdesk MSP. Working closely with finance to ensure efficient and effective financial planning is in place for the IT function Create the IT strategy for the business and implement through digital transformation, system modernisation, enablement & cost optimisation. Create the IT security framework and standard across the Hales estate, including Cyber Essentials accreditation. • Digital & Technology Strategy • Product Strategy & Innovation • IT Cost Reduction, Outsourcing and end-to-end Transformation Deliver digital transformation initiatives through a range of front, middle and back-office services to help our improve quality, efficiency and customer satisfaction. Implemented using automation, digital technologies and UK-leading methodologies underpinned with a wealth of expertise and project management experience. Show less

IT Project and Transition Manager - Cera acquired Mears Care in Feb 2019

• Feb 2021 - Mar 2022

Cera acquired Mears Care in Feb 2019Working within Cera's IT function this role is fundamental to driving the transformation of IT and related services within the wider organisation as we scale the business.Key achievements in role - Implemented company wide intranet solution, Lumapps (CeraNet) to 6000 end users.Implemented Okta Identity and MFA for roughly 1200 desktop enabled users. Implementing Cloud based print server across 50+ locationsLaunched phishing awareness campaigns that saw an improvement of over 40% reduction against repeat phishing attemptsFull IT integrations and cloud migrations from MS to Google for multiple acquired businesses.Rolled out entire cloud based VoIP telephony service to over 50 locations and 400 users.Implemented new ITSM system and entire IT Service Desk structure from the ground up.Implemented corporate mobile devices to over 5000 end users and outsourced to a mobile partner provider to manage.Thinking big, I will ensure that as we transform the function, looking strategically to align ourselves with the Cera growth plans and deliver fit for purpose IT services to enable the wider business to achieve its mission. Show less

Information Technology Services Manager

• Feb 2020 - Feb 2021

IT Service Manager - Mears Group acquired Care UK Homecare in April 2015

• Oct 2019 - Feb 2020

Mears Group acquired Care UK Homecare in April 2015A leadership role responsible for managing and supporting IT Business Applications andSystems within the Information Technology function. To provide leadership,vision, management and support new projects that will deliver strategic change withinbusiness systems. Responsible for the ongoing management, development and operationof all Care Applications whilst ensuring that an appropriate methodology is usedthroughout the business to execute change projects Show less

IT Business Partner

• Nov 2018 - Oct 2019

Proven project management skills on projects with up to 100 stakeholders Project lead a systems mobilisation/de-mobilisation from commencement taking ownership and responsibility through to completion. Ability to define a set of actions / tasks required to achieve business goals and set them out within a GANT chart showing relationships and key dependencies between tasks. Strong negotiation skills on what can be delivered when realistically based on group work load Ability to update and provide advice on projects they are involved in.Motivated to deliver a professional service to the businessAbility to assist with bid documents and signing off any processes created by team, ensuring they are recorded in a central repository for business support and authorized operational management.Proactively identify and assist in implementation of service improvementsIdentify process strengths and weaknesses, scope and implement improvements.Commit and deliver to project deadlines and schedulesCompetently manage internal testing and UAT for systems and processes with all stakeholders.Analytical approach to process Understand basics around data transfer routines such as data staging tables and how data is referenced between two (or more) remote systems. Ability to design an integration solution at the non-technical level, with thought on what data needs to exist in what system as well as static data requirements and data mappings / transformations of data.Diagnosis of Issues / logical testing A use of logical thinking for fault finding of issues. Ability to communicate accurately what the issue is and what has happened to far in trying to test resolution of the issue Delivery of Solutions throughout the lifecycle from needs analysis > Specification > Testing > Documenting > Training Show less

Business Support Analyst

• Apr 2015 - Nov 2018

• Act as a first point of telephone contact and take a proactive approach to the resolution of queries of multiple System Applications.• Assisted in regression testing across multiple applications.• Currently involved in a project to implement new applications across 50+ sites.• Involved in process mapping and communication of new processes.• Monitor and report on utilization of mobile phones through Soti MobiControl .• Monitor and report on deployment of mobile phones through CellTrak.• Assist recruitment team with any queries resulting from the Talentlink application.• Develop and maintain strong working relationships externally and internally to allow effective hand-off of calls and queries when necessary.• Log and assign all calls through LANDesk, Supportworks and most recently Service Now• Effective prioritisation and escalation of telephone and written requests.• Maximise the service through effective resolution of calls.• Ensure standards of service detailed in the service level agreement and within the schedules of the contractual terms and conditions are achieved, maintained and developed.I am also a Digital Champion for internal communication and social collaboration tool IBM connections. Show less

Credit Controller

• Jan 2013 - Apr 2015

• Monitor Cash Flows and Forecasts and produce accurate reports for Financial Controller.• Reconcile accounts, meeting tight deadlines requiring attention to detail.• Be able to hit targets and achieve goals.• Monitor sales being sold on credit and have regular contact with Debtors via the telephone, e-mail and letters. (Debt collection) • Resolving problems and queries from both colleagues and customers.• Assist with preparing, completing and raising invoices / credits• I have acquired knowledge and understanding of accounting policies and customer service from tasks such as debt collection, maintaining a healthy cash flow and dealing with customer queries by telephone.• Reporting using Excel Show less

Service Desk Analyst

• Sep 2012 - Jan 2013

• Act as a first point of telephone contact and take a proactive approach to the resolution of queries.• Develop and maintain strong working relationships externally and internally to allow effective hand-off of calls and queries when necessary.• Log and assign all calls through LANDesk• Effective prioritisation and escalation of telephone and written requests• Maximise the service through effective resolution of calls.• Ensure standards of service detailed in the service level agreement and within the schedules of the contractual terms and conditions are achieved, maintained and developed. Show less

Retail Assistant

• Sep 2008 - May 2012

• Opened and closed stores ensuring security measures are taken including fire checks. • Trained younger staff members and supervised them on a daily basis • Stock control (ordering from distributors). • Cleaning and locking up at the end of the day. • Manage, motivate and engage a team to deliver high quality customer experience. • Drive sales, monitor stock levels, organise promotions and ensure the appearance of the shop is to a high standard. • Implement and maintain the Statutory and Company standards of hygiene, health and safety and take any action as is necessary. • Improve service delivery and performance through effective people management. Show less

Store Associate

• Oct 2007 - Oct 2008

• Providing an exclusive and unforgettable high level of service to every single visitor • Ensuring fully up to date product knowledge • Cashier work • Various aspects of retail work • Assisting with deliveries to the store • Ensuring the shop floor is immaculate at all times • Shop fitting • Providing an exclusive and unforgettable high level of service to every single visitor • Ensuring fully up to date product knowledge • Cashier work • Various aspects of retail work • Assisting with deliveries to the store • Ensuring the shop floor is immaculate at all times • Shop fitting

Various

• Sep 2003 - Sep 2007

• During my time in the retail industry I have gained experience in several jobs including; How to handle customers, cleaning, handling money/accounting, security and fire procedures, general housekeeping, time management with staff and many more odd jobs that I found myself doing in retail. • I have worked in delis, butchery, bakery, fresh produce and all areas in retail and customer services. • During my time in the retail industry I have gained experience in several jobs including; How to handle customers, cleaning, handling money/accounting, security and fire procedures, general housekeeping, time management with staff and many more odd jobs that I found myself doing in retail. • I have worked in delis, butchery, bakery, fresh produce and all areas in retail and customer services.