Head of Operations Technology

• Apr 2023 - Present

Head Of Service Management

• Apr 2021 - Feb 2023

Working within IT as part of the senior leadership team: Recruiting and implementing a service management team to ensure success. Delivering Exco initiatives whilst leading and supporting a team with a strong focus on service restoration, problem management and change management. Responsible and accountable for production and integration platform availability and stability for customer and internal use. Design, implement and ultimately own the end-to-end… Show more Working within IT as part of the senior leadership team: Recruiting and implementing a service management team to ensure success. Delivering Exco initiatives whilst leading and supporting a team with a strong focus on service restoration, problem management and change management. Responsible and accountable for production and integration platform availability and stability for customer and internal use. Design, implement and ultimately own the end-to-end Incident Management processes to support the growing business. This includes incident communications during an event in addition to providing post incident documentation for internal/external distribution. Owner of problem management sessions, ensuring long term resolutions are identified and delivered from learnings. Delivered robust change management process (with weekly CAB reviews) ensuring controls and platform stability are at the forefront without causing disruption to development sprint timelines. Actively participate in tech review meetings to ensure sizing of IT resources meet current and future needs. Implemented automation to alerting and ticketing which reduced out of hours ‘on-call’ costs and manual work whilst ensuring value add by remaining ‘on-call’ resource.

Interim Head of Customer Operations

• Feb 2021 - Apr 2021

Incident & Business Continuity Manager

• Nov 2020 - Feb 2021

Service Delivery Manager

• Jan 2019 - Nov 2020

Working within Payment Operations but working closely and in collaboration with engineering leads: Designed, created and implemented end to end Incident Management processes to support new Payments product and existing growing business. Including: Incident roles and responsibilities, priority definitions, Target SLA's, internal/partner communications, root cause analysis, problem management and out of hours on call processes. Defined, created and embedded use of ticketing… Show more Working within Payment Operations but working closely and in collaboration with engineering leads: Designed, created and implemented end to end Incident Management processes to support new Payments product and existing growing business. Including: Incident roles and responsibilities, priority definitions, Target SLA's, internal/partner communications, root cause analysis, problem management and out of hours on call processes. Defined, created and embedded use of ticketing tool across all Payment teams including utilisation of existing IT service desk support team. Assisted in creation, supported and rolled out engineering change processes delivering much needed visibility across the business with the primary aim to protect our customers but not conflict with AGILE delivery. Key contact for internal and partner stakeholders within BAU and incident scenarios. Experienced incident management, driving resolution and owning communications to business and partners. Hired, recruited and managed Incident Management role to ensure key man dependency avoided. Introduced and assumed lead role in problem management sessions to ensure long term resolutions identified and delivered. Key member of project teams ensuring operational and systemic readiness for product launches, releases and changes. Creation of service delivery space ensuring new and existing processes documented and regularly reviewed. Creation of Service Catalog documenting business and client impact detailing operational process to follow in the event of an incident. Owner and driver of BCP for Payment teams - initial completion of documentation, regular testing and regular reviews. Show less Working within Payment Operations but working closely and in collaboration with engineering leads: Designed, created and implemented end to end Incident Management processes to support new Payments product and existing growing business. Including: Incident roles and responsibilities, priority definitions, Target SLA's, internal/partner communications, root cause analysis, problem management and out of hours on call processes. Defined, created and embedded use of ticketing… Show more Working within Payment Operations but working closely and in collaboration with engineering leads: Designed, created and implemented end to end Incident Management processes to support new Payments product and existing growing business. Including: Incident roles and responsibilities, priority definitions, Target SLA's, internal/partner communications, root cause analysis, problem management and out of hours on call processes. Defined, created and embedded use of ticketing tool across all Payment teams including utilisation of existing IT service desk support team. Assisted in creation, supported and rolled out engineering change processes delivering much needed visibility across the business with the primary aim to protect our customers but not conflict with AGILE delivery. Key contact for internal and partner stakeholders within BAU and incident scenarios. Experienced incident management, driving resolution and owning communications to business and partners. Hired, recruited and managed Incident Management role to ensure key man dependency avoided. Introduced and assumed lead role in problem management sessions to ensure long term resolutions identified and delivered. Key member of project teams ensuring operational and systemic readiness for product launches, releases and changes. Creation of service delivery space ensuring new and existing processes documented and regularly reviewed. Creation of Service Catalog documenting business and client impact detailing operational process to follow in the event of an incident. Owner and driver of BCP for Payment teams - initial completion of documentation, regular testing and regular reviews. Show less

Head Of Service Operations

• Jun 2014 - May 2018

Reporting into the MasterCard executive team, led a global team of (24x7) first and second line application support analysts within the prepaid industry managing requests, incidents and change. Ultimate responsibility for production environment availability and stability for internal, client and customer (mobile/digital platform) use. Delivered senior management/Exec initiatives whilst leading and supporting teams with a strong focus on service restoration, problem management… Show more Reporting into the MasterCard executive team, led a global team of (24x7) first and second line application support analysts within the prepaid industry managing requests, incidents and change. Ultimate responsibility for production environment availability and stability for internal, client and customer (mobile/digital platform) use. Delivered senior management/Exec initiatives whilst leading and supporting teams with a strong focus on service restoration, problem management and change management. Devised and delivered new global comms process (internal and external) Design input and responsibility for growth of knowledgebase (Confluence) across the 5 global teams. Defined MI reporting format for the team against senior management spec to deliver weekly/monthly reports to provide valuable metrics, the use of which drove focus on any problem areas. Team management (18 individuals across 3 countries). Incident Management Problem Management Change Management Stakeholder Management Data Analysis Overseas Travel

Platform Support Manager

• Sep 2010 - Jun 2014

Led a team of first line analysts within the prepaid card industry (through a period of Change and migration, Travelex prepaid purchased by MasterCard). Team management SLA analysis Overseas travel Incident management Problem Management Vendor Management Stakeholder management

Platform Support Analyst

• Jun 2008 - Sep 2010

Working within a team of first line analysts within the prepaid industry. Data analysis Application and Product knowledge SLA analysis Incident management Vendor Management Defect tracking Stakeholder management Defect testing

Service Centre Team Leader

• Oct 2004 - Jun 2008

Led a team of agents handling inbound travellers cheques/prepaid card queries. Performance Management. Team Management Stakeholder Management

Senior Operator - call centre

• 2002 - 2004

Handling of complaint/escalated inbound calls focussing on Pension products. Team management (during TL absence) Coaching/feedback Customer Service

Call Centre Operator

• 2000 - 2002