Experience

Retired
• Machinery Manufacturing
• 700 & Above Employee
• Retired from full-time working

  • Jun 2022 - Oct 2022


Ascentric - Royal London and M&G

• Service Manager

  • Jan 2018 - Jun 2022

  Implementing a new role into the business as usual organisation of Service Manager. Includes performing Service Design and Transition activities for the enablement of Service Integration of a major new technological platform for the Ascentric business Implementing a new role into the business as usual organisation of Service Manager. Includes performing Service Design and Transition activities for the enablement of Service Integration of a major new technological platform for the Ascentric business



WEX

• United States
• Software Development
• 700 & Above Employee

• Service Manager (Contract)

  • May 2017 - Sep 2017

  WEX – Service Manager (contract) (May 2017 to September 2017) Enabling Service Management, Service Acceptance and Service Readiness for the implementation and support of a major new technological platform WEX – Service Manager (contract) (May 2017 to September 2017) Enabling Service Management, Service Acceptance and Service Readiness for the implementation and support of a major new technological platform



Southwest One Ltd.

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Head of Technology Services

  • Feb 2009 - Jan 2017

  SouthWest One - Head of Technology Services (February 2009 to January 2017) SouthWest One is a unique joint venture between IBM, Somerset County Council, Taunton Deane Borough Council and Avon and Somerset Constabulary across some 650 sites. The majority of staff are seconded from their parent organisation and are supplemented by direct hires to Southwest One, contractors and staff from IBM. • Accountable for the leadership and delivery of the ICT Contract including full Infrastructure… Show more SouthWest One - Head of Technology Services (February 2009 to January 2017) SouthWest One is a unique joint venture between IBM, Somerset County Council, Taunton Deane Borough Council and Avon and Somerset Constabulary across some 650 sites. The majority of staff are seconded from their parent organisation and are supplemented by direct hires to Southwest One, contractors and staff from IBM. • Accountable for the leadership and delivery of the ICT Contract including full Infrastructure and Application Services, solution design and Programme and Project Delivery. Contracted KPIs and financial penalties in place. • Leadership and performance management of 7 direct reports (300 staff) • Undertook a significant re-structuring program in organisational design and implemented new processes, service and governance models • Designed and implemented a major program in staff cultural change • Implementation of significant new technology platforms in all three Clients including a shared Service Desk and improved availability and resilience of the environment. • Significant cost and staff reductions whilst maintaining service levels • Third party supplier management • Introduced generic job descriptions, job families and structured career mapping, resource pooling and matrix management (incorporating a formal division of the task and the welfare of staff), behavior matrix, full performance management and Promotion Boards • Vastly improved staff survey results (circa 300 staff) and reduced sickness levels • Involved in the Leadership Competency across Southwest One, presenting to Aspiring and Inspiring Leadership Programs and mentoring individuals Other positions held include Head of Infrastructure Services, Head of Service Management, Head of Re-Alignment Programme, Group Manager - Networks and Security, Management Consultant Show less SouthWest One - Head of Technology Services (February 2009 to January 2017) SouthWest One is a unique joint venture between IBM, Somerset County Council, Taunton Deane Borough Council and Avon and Somerset Constabulary across some 650 sites. The majority of staff are seconded from their parent organisation and are supplemented by direct hires to Southwest One, contractors and staff from IBM. • Accountable for the leadership and delivery of the ICT Contract including full Infrastructure… Show more SouthWest One - Head of Technology Services (February 2009 to January 2017) SouthWest One is a unique joint venture between IBM, Somerset County Council, Taunton Deane Borough Council and Avon and Somerset Constabulary across some 650 sites. The majority of staff are seconded from their parent organisation and are supplemented by direct hires to Southwest One, contractors and staff from IBM. • Accountable for the leadership and delivery of the ICT Contract including full Infrastructure and Application Services, solution design and Programme and Project Delivery. Contracted KPIs and financial penalties in place. • Leadership and performance management of 7 direct reports (300 staff) • Undertook a significant re-structuring program in organisational design and implemented new processes, service and governance models • Designed and implemented a major program in staff cultural change • Implementation of significant new technology platforms in all three Clients including a shared Service Desk and improved availability and resilience of the environment. • Significant cost and staff reductions whilst maintaining service levels • Third party supplier management • Introduced generic job descriptions, job families and structured career mapping, resource pooling and matrix management (incorporating a formal division of the task and the welfare of staff), behavior matrix, full performance management and Promotion Boards • Vastly improved staff survey results (circa 300 staff) and reduced sickness levels • Involved in the Leadership Competency across Southwest One, presenting to Aspiring and Inspiring Leadership Programs and mentoring individuals Other positions held include Head of Infrastructure Services, Head of Service Management, Head of Re-Alignment Programme, Group Manager - Networks and Security, Management Consultant Show less



Own Company

• Design Services
• 700 & Above Employee

• Director

  • May 2005 - Jan 2009

  Distinctly You – Director (May 2005 to January 2009) Set-up and ran my own limited company (non- ICT) Distinctly You – Director (May 2005 to January 2009) Set-up and ran my own limited company (non- ICT)



Hewlett Packard

• United States
• Information Technology & Services
• 300 - 400 Employee

• Senior Operations Manager, UK & NI

  • Jul 2004 - Apr 2005

  Hewlett Packard – Senior Operations Manager, UK & NI (July 2004 to April 2005) Accountable for the management, delivery and performance of a £multi-million outsourcing contract for the Bank of Ireland in the UK and NI with contracted KPIs, across 10 sites and a wide range of platforms including helpdesk, mainframe, server, DBA, data and voice networks, mailing and microfiche • Accountable for major Change programmes including service take-on and transition • Management of third party… Show more Hewlett Packard – Senior Operations Manager, UK & NI (July 2004 to April 2005) Accountable for the management, delivery and performance of a £multi-million outsourcing contract for the Bank of Ireland in the UK and NI with contracted KPIs, across 10 sites and a wide range of platforms including helpdesk, mainframe, server, DBA, data and voice networks, mailing and microfiche • Accountable for major Change programmes including service take-on and transition • Management of third party suppliers • Accountable for cost, contract change, cost reduction and revenue opportunities • Leadership and performance management of 7 direct reports (180 staff) • Tupe implications • Delivered high levels of service, substantial cost savings and reduced staff numbers by 30%

• Troubleshooter

  • Apr 2004 - Jun 2004

  Trouble-Shooter (April 2004 to June 2004) Developed and implemented end to end processes between Bank of Ireland and Hewlett Packard across UK and NI to support broken procurement and IMAC activities



Bristol & West Building Society

• Head of Change Programme & Shared Services

  • Aug 2002 - Apr 2004

  Bristol and West Building Society – Head of Change Programme and Shared Services (August 2002 to April 2004) Accountable for the planning and delivery of a restructuring program and IT Change strategies to support the business. • Restructured the IT department introducing a new operating and governance model • Designed and implemented a new organisational structure, functional alignment, resource pool and matrix management • Implemented a cultural change programme • Developed a… Show more Bristol and West Building Society – Head of Change Programme and Shared Services (August 2002 to April 2004) Accountable for the planning and delivery of a restructuring program and IT Change strategies to support the business. • Restructured the IT department introducing a new operating and governance model • Designed and implemented a new organisational structure, functional alignment, resource pool and matrix management • Implemented a cultural change programme • Developed a Service Catalogue and supporting commercial model for modular management of cost and take-on of new IT business • Reduced staff numbers and costs through re-engineered workflow and introduction of ITIL processes From April 2003, additional responsibilities involved representing the UK business units in an outsourcing pursuit and negotiation with Hewlett Packard in the definition of Service Level Agreements, service provision and contractual management. Show less Bristol and West Building Society – Head of Change Programme and Shared Services (August 2002 to April 2004) Accountable for the planning and delivery of a restructuring program and IT Change strategies to support the business. • Restructured the IT department introducing a new operating and governance model • Designed and implemented a new organisational structure, functional alignment, resource pool and matrix management • Implemented a cultural change programme • Developed a… Show more Bristol and West Building Society – Head of Change Programme and Shared Services (August 2002 to April 2004) Accountable for the planning and delivery of a restructuring program and IT Change strategies to support the business. • Restructured the IT department introducing a new operating and governance model • Designed and implemented a new organisational structure, functional alignment, resource pool and matrix management • Implemented a cultural change programme • Developed a Service Catalogue and supporting commercial model for modular management of cost and take-on of new IT business • Reduced staff numbers and costs through re-engineered workflow and introduction of ITIL processes From April 2003, additional responsibilities involved representing the UK business units in an outsourcing pursuit and negotiation with Hewlett Packard in the definition of Service Level Agreements, service provision and contractual management. Show less



Bristol and West Building Society

• Manager - Systems Support

  • Jan 2001 - Jul 2002

  Manager, Systems Support (January 2001 to July 2002) Accountable for the management, system integrity and development of Bristol and West’s IT infrastructure. Budget responsibility of £12 million and staff responsibility of 35 staff. • Stabilised the infrastructure and increased availability and resilience • Drove an improvement programme and introduced technology to resolve the most regular outages Manager, Systems Support (January 2001 to July 2002) Accountable for the management, system integrity and development of Bristol and West’s IT infrastructure. Budget responsibility of £12 million and staff responsibility of 35 staff. • Stabilised the infrastructure and increased availability and resilience • Drove an improvement programme and introduced technology to resolve the most regular outages



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Manager, EMEA New Business Support

  • Nov 1999 - Dec 2000

  IBM – Manager, New Business Support (Europe, Middle East and Africa) (November 1999 to December 2000) Accountable for the development of costed technical solutions to support the bidding of new and existing outsourcing contracts ranging from £70m to multi-billion pound deals. Re-designed and implemented new procedures across EMEA to support solution development and the bidding process based upon defined service elements, modular costs and service levels.

• Troubleshooter

  • Apr 1999 - Nov 1999

  Trouble-Shooter (April 1999 to November 1999) Accountable for resolving major operational issues within large outsourcing accounts

• Regional Delivery Executive - Europe, Middle East and Africa

  • Dec 1997 - Apr 1999

  Regional Delivery Executive – Europe, Middle East and Africa (December 1997 to April 1999) Accountable for the management and delivery (including solution design, service take-on and transformation) of a £multi-million global outsourcing contract within EMEA with contracted KPIs. • Implementation of the agreed service solution and leadership and management of performance against contracted service obligations across 32 countries • Accountable for cost, contract change, cost reduction… Show more Regional Delivery Executive – Europe, Middle East and Africa (December 1997 to April 1999) Accountable for the management and delivery (including solution design, service take-on and transformation) of a £multi-million global outsourcing contract within EMEA with contracted KPIs. • Implementation of the agreed service solution and leadership and management of performance against contracted service obligations across 32 countries • Accountable for cost, contract change, cost reduction and new revenue opportunities • Management of audit risks • Leadership and performance management of the Service Delivery Management team • Supplier management of internal and third-party suppliers • Tupe implications • Rapidly exceeded service levels whilst remaining within budget • Within nine months of service take on, customer satisfaction was 9.5 out of 10 • Close working with the Client enabled the Client internal IT management team to be dissolved and replaced by the outsourced IBM management team

• Solution Manager

  • Sep 1997 - Nov 1997

  Solution Manager (September 1997 to November 1997) Development of solutions for major IT outsourcing contracts with large corporate clients