Experience

• 

  Uk ministry of defence

  Sept 2004 - Apr 2010

  Using the Systems Approach to Training principles alongside trade specific professional bodies to design and deliver world class training with a proven robustness for defence professionals across the combat spectrum. Proven time and time again in the field. Prepared large groups of up to 250 as well as smaller groups and key individuals for job specific roles within the wider organisation both within the UK and Worldwide.Leadership and Management training, trade specific training as well as tactical military general skill training to defence professionals with periods of recruit training. Show less

  • Operations Officer

    Apr 2008 - Apr 2010

  • Strategic Training Manager

    Sept 2004 - Mar 2008
• 

  Self-employed

  Apr 2010 - Jun 2014

  It service desk manager/major incident manager

  Managed all service desk functions including the management and coordination of Major Incidents affecting the global organisation whilst ensuring all KPI's and SLA's are met and exceeded. Management and motivation of all staff using proven personnel development strategies leading to high morale, peak performance from teams and individuals alongside excellent working practices. Ensure efficiency and effectiveness are maintained to the highest level. Constantly working with stakeholders and customers to maintain exceptional levels across the service spectrum. Follow ITIL best practice principles and guidance to ensure smooth operations and continuous improvement goals are met, maintained and exceeded. Show less

• 

  Phoenix (it infrastructure services)

  Jun 2014 - Jun 2015

  Service desk transition manager

  Responsible for Transition of Service Desk functions from one service provider to another within managed service environments, including scoping, recruitment, documentation, training and knowledge gathering and transfer.Operational viability implementation and testing to create centralised Service Desk function for national internal and external facing service support accross a wide spectrum of IT Infrastructure and Application support.Customer, Managed Supplier and Stakeholder liaison to ensure Service Planning, Process Testing and Implementation meets the requirements of all contracts set in place.Bringing service into live production and into the BAU and CSI space with robust proven systems to enable successful service transition with minimal disruption to the client.Early life support for all Service Delivery Functions to ensure Operational viability before handover to BAU management teams including excellent Service Assurance functions across multiple suppliers and robust Escalations and Complaints processing. Show less

• 

  Deutsche bank

  Jul 2015 - now

  Command Centre Manager for Global operations:Coordination of all Business Functions and Global Incident Management for Deutsche Bank's EMEA operations in regard to Critical and Major Incidents with focus on prevention of crisis to the banks global operations. Providing a focal point for the banks technological operational status during APAC, European and US Market hours.CSI & Service Catalogue Design:Part of team coordinating CSI across Service Assurance Management and a key developer on the design and implementation of the Global IT Service Catalogue with Service Level Management.Vendor Access ManagementPart of a small skilled team handling access protocols for the organisation to ensure only those authorised to access internal networks have access and at appropriate levels to comply with regulators. Show less

  • Global Major Incident Manager

    Jun 2017 - now

  • EMEA Command Centre Manager/CSI and Service Catalogue Development/Vendor Access Management

    Jul 2015 - May 2017