Experience

Centrality

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

• Service Delivery Manager

  • Dec 2022 - Present



Capita

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

• Service Delivery Manager

  • Apr 2021 - Dec 2022



MLL Telecom

• Telecommunications
• 100 - 200 Employee

• Service Delivery Manager

  • May 2020 - Apr 2021



3C Shared Services

• United Kingdom
• Government Administration
• 1 - 100 Employee

• Project Manager

  • Oct 2019 - May 2020



Magdalene

• Telecommunications
• 200 - 300 Employee

• Service Delivery Manager

  • Jul 2017 - Oct 2019

  Accountable for services and projects that support a number of the UK’s key communication infrastructure networks, including controlling costs and implementing efficiencies in increase margin. Ownership of Operational Client engagement, being the face of Magdalene to customers such as O2, Thales, Vodafone, Zayo, Tait Communications, fostering “partnership” working relationships and understanding of their business needs. Development of a Service Management strategy and responsible for shaping operational client engagement. Implementation of effective Incident, Problem and Change Management processes to enhance the customer proposition. Redesigned customer facing reporting to provide a more consistent and higher quality documentation. Responsible for services including First Line Maintenance, Mobile Enhancer Maintenance, Third Line Technical Support, Site Access Services and RAN Engineering. Management of 6 direct reports delivering a variety of roles and a team of 10 contractors providing key strategic services, embedded in the UK’s largest mobile phone operator. Show less



Centrality

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

• Account Delivery Manager

  • Oct 2016 - Jun 2017

  Account Management over a number of household names with positive feedback in a short period of time in the role. Responsible for AWS and Azure hosted solutions, Managed Office365 Migrations, desktop support and an early adopter of “Surface-as-a-Service" as well as delivery of client specific projects. Responsible for the initiation, management and delivery of all client projects. Given additional Account Management responsibilities of new, high profile accounts. Also given responsibility for an internal IT programme to make a number of improvements to the staff user experience as well as achieving significant cost savings. Show less



OCSL

• Cambridgeshire

• Service Delivery Manager

  • Sep 2013 - Oct 2016

  Working as part of a growing, hand-picked team, overseeing the presentation of services to customers while making sure the service levels are effective. OCSL provides a focused range of hosting and managed services from our secure and resilient Data Centres built to exceed Tier 3 standards, located in Cambridgeshire and Northamptonshire. Both facilities reside on the BT and Virgin Media optical backbones and offer redundant N3 connectivity for NHS and other health clients. Working as part of a growing, hand-picked team, overseeing the presentation of services to customers while making sure the service levels are effective. OCSL provides a focused range of hosting and managed services from our secure and resilient Data Centres built to exceed Tier 3 standards, located in Cambridgeshire and Northamptonshire. Both facilities reside on the BT and Virgin Media optical backbones and offer redundant N3 connectivity for NHS and other health clients.



UK Ministry of Defence

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

• Service Delivery Manager

  • Dec 2010 - 2012

  Management of the portfolio of services delivered by ISS.Developed the new ISS Rep role into being the vital, single point of communication between MoD ISS delivery partners and the customer (Army, Navy, RAF and Civilian stakeholders).Project Managing customer requirements and delivering change with BT, The ATLAS Consortium (HP, Cassidian, Fujitsu and Logica) and many other IT vendors within stringent defence deadlines whilst ensuring value for money.Chair of regular service and change review meetings between major delivery partners and the customer.Management of exception reports and return to green measures.Full management of customer issues and complaints to resolution. Show less

• Project Manager

  • Apr 2010 - Dec 2010

  Producing a large scale project plan for the migration of DII elements (hardware and data) into RAF Wyton to form the new Defence Intelligence Headquarters.Providing consultation to building contractors over the design of building structured cabling.Chair of regular high level stakeholder update meetings.Being the Subject Matter Expert for all DII aspects to the Defence Intelligence organisation.

• Project Manager

  • Oct 2007 - Apr 2010

  Promoted to DII Project Manager ahead of 20+ other candidates.Project Manager for the complex DII Implementation Project at all MoD sites within Cambridgeshire.Managing desktop PC, network and data delivery streams to allow sites to migrate with minimal disruption to business output.Ensuring the smooth and successful customer transition from legacy networks to the new DII system.Successfully managed the implementation at large MoD sites within timescales and with high customer satisfaction. Show less

• IT Support Engineer

  • Sep 2006 - Oct 2007

  Support to local Windows 2000 and XP desktop and 2000/2003 server network.Investigation and resolution of service exceptions on hardware and software.

• Infrastructure and Network System Manager

  • Nov 2003 - Sep 2006

  Maintained all structured cabling and attached active networking components of the information systems infrastructure.Created and maintained the database tracking all active and passive aspects of the network infrastructure.Planned, coordinated, executed, documented all major network change requests.