Service Transformation Leader at BAE Systems
Ensuring the delivery of service benefits and outcomes associated with complex transformation programme, whilst establishing and monitoring standards for all Service Transformation teams to ensure delivery of robust and resilient services.
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Jan 2020 - Present
Service Transformation Lead
Leading Service transformation and improvement of organisation's technology systems encompassing network architecture, hardware, software and how data is stored and accessed, affecting all of people, process and technology. The service decision maker, co-ordinating all Service inputs and dependencies, and leading Service SME’s in transformation, recognising the increased need to enter an accelerated pace for improvement, transformation and collaboration across BAE Systems.
Aug 2018 - Jan 2020
Service Lead / Head of Service Delivery
Promoted to Service Lead / Head of Service Delivery for government client, leading SIAM team (15+) delivering Transition/Go-Live/Transformation into steady state operational delivery, through to Continual Service Improvement during live operations. Accountable for ensuring Service Operations, Service Assurance, Service Transition, Operational Supplier Management, Service Level Management, Service Reporting, Service Desk, Risk and Issue Management are provided to the government client. Reporting into Senior Delivery Director, whilst leading live operational services, and providing assurance of Managed Supplier obligations. Open minded collaborative approach to leadership, with empathy for the needs of clients and customers.
Jul 2016 - Aug 2018
Lead Service Assurance Manager
Heading the Service Assurance function, fulfilling a number of roles which include: Providing Assurance of end to end service delivery for Live Operational Services, and IT Service Management on the Skills Funding Agency SIAM Account, part of the Senior Management team, and supervisory figure for all Service Management and Capability Leads within the SIAM Operating Model, managing leveraged support teams to deliver service capability and senior ‘go to’ escalation point for complex difficulties.
Jul 2014 - Jun 2016
Service Assurance Manager
To ensure that contracted services are delivered for key business services, and work closely with a host of service providers to manage IT Services in accordance to contracted SLA’s, whilst driving service improvements as required. Proficiently able to influence, persuade and secure desired outcomes, as well as the ability to form and grow effective and productive relationships with key stakeholders and service providers. In addition, Process Lead for Operational Supplier Management, providing impartial advice, governance, assurance and management of e2e service delivery by in-house teams and external Managed Suppliers. Held accountability for a number of key Skills Funding Agency Business Services, such as End User Computing, Learning Records Service, and Finance Services.
Apr 2010 - Jul 2014
Management of EMEA Technical Team, on shift rotation, comprising of 16 staff members to deliver high availability of Pearson VUE Test Driver software across all Pearson VUE owned sites and Private Test Centres across the EMEA region. Supervised significant team growth, from 8 Support Technicians to 16 due to an increased global footprint and client portfolio which included the DSA (Driving Theory Tests and CITB – CSkills Construction). Built a strong relationship with key stakeholders, including Program Management, MI, Test Publishing, Channel Sales and Channel Quality, whilst delivering a responsive and efficient service to the Testing Channel. Established strong relationships with external Pearson Technology and Shared Services functions, whilst managing the local IT Support team to deliver Hardware/Software Deployments to Pearson Employees, EdExcel, 80 Strand London (Head Office) and remote users, using ServiceNow and Remedy. Regularly liaising with MI Teams to produce custom reports for the benefit of the VUE Support Services Operation across all regions – a continual effort to analyse data, determine trends and potential issues which may affect service delivery.
May 2005 - Apr 2010
Indigo Lighthouse Group
IT Support Manager
Successful management of 4 IT Support Analysts, for 200 end users. Responsible for Pan-European Service Desk Operation (24/7), delivering exceptional customer service and technical support throughout all Incident and Problem ITIL lifecycles. Role as technical lead for SAP, Windows Server, Telephony issues, and senior escalation point for the Supply Chain and Pick Pack Operation in Jersey. In addition, client liaison for key accounts such as Amazon UK, Boots Opticians, The Cartridge People, Indigo Starfish and Homeshop88.
May 2004 - May 2005
IBM (Spango Valley)
IT Support Analyst
Level 1 Helpdesk Analyst, troubleshooting desktop IT problems and queries within SLA, from users based at Diageo warehouses located in Dublin, Budapest and Glasgow. Resolving desktop and server issues remotely, with exposure to Microsoft Windows 2000/XP, Microsoft Server 2000 and 2003, Office Applications, Lotus Notes and SAP 4.6.
2000 - 2003
The Manchester Metropolitan University
BSc. Information Technology, Information Technology