Experience

TopHat

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Head Of Information Technology

  • Feb 2022 - Present

  o Deputises for COO as when and where required. o Delivered a Full SAP migration of all services and data from legacy AWS infrastructure to the New SAP RISE service to enable complex ERP capabilities o Delivered an industry appropriate self-built CRM to support our cloud first architecture approach to ensure our growth pipeline and 5 year strategy can be delivered o Built an SAP Centre of Excellence (CoE) to ensure full Business analysis and deployment of SAP and Master Data is accurate. o Leads support process for TopHat digital tools to ensure user satisfaction, to efficiently resolve issues, and to capture and prioritise unmet needs o Manage projects to address business needs through the development, deployment, and support of digital tools and solutions o Engage business stakeholders to understand processes, capture requirements, and assess potential solutions o Deputises for Senior Management and COO when and where required. o Delivers performance, uptime, and continuous improvement for core procurement, production, design, and engineering systems o Manage and develop a resilient Enterprise infrastructure, Optimise and manage Cloud Services o Meets financial and business performance objectives by delivering high quality outputs o Lead the development and implementation of IT strategy in line with TopHat business strategy, including prioritisation of projects and financial planning o Leads Major Incidents, manages root cause analysis and informs service owners in order to minimise probability of recurrence, contributing to service improvement. A o Provides regular and accurate senior management reporting on IT Service performance and Providers o Manages and maintains the service compliance of all Production IT and service assets in line with TopHat’s and regulatory requirements involving knowledge of financial and technical processes, tools and techniques. Identifies, assesses, and communicates associated risks



Insight

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

• Senior Manager - IT

  • Jan 2018 - Feb 2022

  Acting Director • Reporting to the Global IT VP working as his deputy in EMEA. • Act as the EMEA regional Lead the CRM migration from Dynamic AX to SAP to support a global single toolset • Acts as the liaison to CIO, EMEA president, SVPs, country Directors and general managers, and proactively identifies gaps in Service level agreements and management, customer satisfaction and drives the remediation of those gaps. • Lead the migration from a desktop based estate to a Connected work force based on CYOD utilising Lenovo, HP and Microsoft laptops and other mobile devices for 2000 distributed teammates. • Lead the migration from Office on premise based tools to a fully cloud based Office 365 monthly channel Exchange on line service EMEA wide for over 2000 teammates in 10 different countries. • EMEA lead for the go to market Insight Digital workplace. A tool that utilises the Microsoft stack of services from SharePoint to One Drive for Business. From test to deployment to adoption for the Insight Digital Workspace. Ensuring that this 21st century collaboration and communication is fully adopted to all 2000 EMEA teammates • Supplier relationship manager for relevant partners and vendors • Ensures Global IT standards, Incident management, Change management, major incident management, are delivered and provides recommendations for changes • Own the regional budget for my tower and report to the finance director and functional director on these targets. • Participates in cross functional design and development efforts to ensure optimal end to end solutions. Defines and promotes standards for coding, testing and deployment to Production ensuring compliance to standards for designing and configuring systems and services which support published business Service Level Agreements.



University of Nottingham

• United Kingdom
• Research Services
• 700 & Above Employee

• Service Manager - Workplace Computing

  • Aug 2014 - Dec 2017

  Responsibility for co-ordinating the delivery of services into the University for the Workplace Computing Services Portfolio. This is a vital strategic role in establishing service development and improvement plans, creating a service management culture within IS and establishing key customer relationships, acting as the bridge between the University and our operational delivery teams. My key responsibility for Global Workplace Computing Services is to ensure the highest level of operational service delivery as well as continual service improvement and customer satisfaction. • Accountable for delivery of all live service elements in accordance with agreed SLAs and contractual requirements • Build and maintain strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to SLAs • Responsible for ensuring effective management information reporting is generated where required • Management of customer expectation and delivery to commitments • Understand the customer’s business and technical environment and thus be proficient to drive down the cost of ownership • Monitor & predict business demand to enable appropriate planning of IS capacity/ costs • Monitor and control performance of services • Manage escalations from stakeholders through the IS organisation • Own operational relationship between IS and the University acting as prime interface for the operational running of the service portfolio • Drive customer focus, service excellence and ultimately the customers’ satisfaction, and set the benchmark for these for your fellow team members • Contribute to focus groups and other approaches used to review the effectiveness and usability of the service • Lead the resolution of problems relating to the Workplace Computing Service Portfolio • Work with the CIO’s office to review the cost of running the service • Act as the risk manager for the service



Juriba

• United Kingdom
• Software Development
• 1 - 100 Employee

• Service Delivery Manager

  • Feb 2014 - Aug 2014

  Headquartered in London, Juriba is a global developer of business intelligence solutions designed to revolutionise the management of enterprise desktop transformation programs of work such as Windows 7 migration, Windows 8 migration, Office 365 migration, email migration and desktop virtualisation. Its flagship product, Dashworks enables organisations to accelerate desktop transformation projects through agent-less, user-centric compatibility analysis, and dynamic project delivery management. Using advanced data warehousing techniques, the Dashworks desktop migration tool enables project managers to quickly build a data driven view of the organisation’s users, computers and applications. Layered business driven feeds provide enhanced analytics and compatibility analysis, accelerating the project planning phase and identifying the quick migration wins. Its ‘single version of the truth’ utilises a project scheduling module to dynamically manage asset migration readiness and deployment. Some of the largest companies across the globe have discovered why Juriba’s software is the best way to project manage desktop migration projects. See the Dashworks enterprise desktop migration tool for yourself today.



N/A

• Chesterfield

• N/A

  • Jun 2013 - Feb 2014

  I have recently taken voluntary redundancy after 13 years at CSC. I have done this to enable me to take a short-term career sabbatical to concentrate on supporting my family. I have a son who is Autistic and requires additional support and as my wife is expecting our 4th child I felt this was a perfect opportunity to dedicate my time to them. I have recently taken voluntary redundancy after 13 years at CSC. I have done this to enable me to take a short-term career sabbatical to concentrate on supporting my family. I have a son who is Autistic and requires additional support and as my wife is expecting our 4th child I felt this was a perfect opportunity to dedicate my time to them.



CSC

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

• Regional Cloud Service Delivery Manager

  • Jun 2012 - Jun 2013

   Directs Cloud delivery activities in the given geography to the current client base Develops demand forecasts with account teams so that cloud can plan and deliver end-to-end services Works with cloud delivery leads to interpret and plan projects or workload forecasts Maintains accountability for account-specific service problems and for prioritizing work requests. Ensures service level agreements are met Creates and manages the account/business unit cost budget and maintains approval authority for expenditures for the account in line with the authority matrix

• Service Executive

  • Mar 2011 - Jun 2012

  • The Care Quality Commission ( CQC ) and the Health Protection Agency ( HPA ) are an Arms Length bodies of the Department of Health part of the UK Public sector.• Client facing including responsibilities including day to day escalations, client service reviews and engagement in new initiatives. • Desktop and Laptop service management for an estate of 2500 customer owned devices.• Full service delivery responsibility for the WINTEL estate, Monitoring and alerting, AD, F&P and UK data centre infrastructure.• Vendor lead for SCC on the account. Manage the SCC SI to ensure that cost reduction initiatives and stability is ensured.• Initial budgetary build and subsequent management against budget and forecast for managed compute partial budget of twenty million pounds• Identifying and delivering both cost reduction initiatives and revenue generation opportunities • Areas lead for CSR (Corporate and Social Responsibility) and Environmental group. • Member of the Global Corporate Responsibility council.• Commercial management and customer liaison for new business opportunities. Including Service Level agreement negotiations where applicable.• 3rd Part vendor management ensuring contractual obligations are being met and driving them to exceed without incurring additional cost. • Capacity management of more than 200 servers• Incident and problem management within the ITIL framework.• Full ownership of change for the account..• Full ownership of service desk functions – SLA. KPI etc.• Matrix line management of 130 resources across the support organisation from 1st to 3rd line, managing both direct and indirect staff support. • Commitment to an attitude of ‘right first time’ and continuous improvement supported by a positive and creative outlook to problem solving.• Excellent communication skills, both written and oral with an ability to lead, motivate, organise and encourage others to develop their potential.

• Infrastructure Service Mananger

  • Mar 2009 - Mar 2011

  • Service Management responsibility for Virtualised environments utilising VMware and HP Virtual Connect solutions.• Service Improvement lead including implementation of performance and capacity toolsets including CA products Access Control, eHealth and Spectrum. • MCS Infrastructure lead for RMG RED team lead by Gavin Larkins.• Full service delivery responsibility for the WINTEL estate, Monitoring and alerting, AD, F&P and UK data centre infrastructure.• Service Manager responsible for technical refresh both for MPS and Server infrastructure.• Vendor lead for SCC on the account. Manage the SCC SI to ensure that cost reduction initiatives and stability is ensured.• Initial budgetary build and subsequent management against budget and forecast for managed compute partial budget of twenty million pounds• Identifying and delivering both cost reduction initiatives and revenue generation opportunities • Commercial management and customer liaison for new business opportunities. Including Service Level agreement negotiations where applicable.• 3rd Part vendor management ensuring contractual obligations are being met and driving them to exceed with out incurring additional cost. • Inventory management responsibilities with in a larger team • Capacity management of more than 1400 servers• Incident and problem management within the ITIL framework.• Full ownership of change effecting areas of responsibility.• Full ownership of service desk functions – SLA. KPI etc.• Lead inter-service organisation managing complex service improvement programmes• Matrix line management of 130 resources across the support organisation from 1st to 3rd line, managing both direct and indirect staff support. • Client facing including responsibilities including day to day escalations, client service reviews and engagement in new initiatives for 35000 + end users



United States Air Force

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• SDM

  • 2001 - 2009

  • Responsibility for the effective delivery of all production services to the client. • Directs and prioritises the activities of the infrastructure Product Lines through the relevant Account Leads. • Develops demand forecasts with account teams so that product lines can plan and deliver end-to-end services effectively. Work with PL to interpret and plan projects or workload forecasts. • Responsibility for the effective delivery of projects within CSC. • Maintaining accountability for account specific service problems and for prioritising work requests. • Identifies and pursues new business opportunities.