Experience

• 

  Hcl technologies

  Jul 2006 - Feb 2007

  Technical support

  As a Technical Analyst, I contributed to the efficiency and reliability of IT services through thorough analysis and support of technical operations.

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  Tech mahindra

  Feb 2007 - Mar 2016

  At Tech Mahindra, I managed a multi-million-pound service management program for BT, leading a Service Asset and Configuration Management (SACM) team to optimize service delivery and enhance visibility into IT assets and processes. My responsibilities included overseeing end-to-end asset management, ensuring SLA compliance, and developing service improvement plans to enhance operational efficiency and reduce costs. I collaborated closely with BT’s internal teams and vendors to streamline asset management workflows, achieving measurable improvements in asset utilization and accuracy. My role also involved directing the transition from outsourced managed services to in-house operations, driving seamless change management and strengthening BT’s service control framework.Key Achievements:Increased Profitability and Operational Efficiency: Implemented service improvements that resulted in an 8% increase in program profitability and a 20% boost in operational efficiency, directly contributing to BT’s strategic objectives.Enhanced Asset Management Accuracy: Spearheaded automation initiatives that improved asset tracking accuracy by 35% and reduced manual processing time by 40%, optimizing the management of BT’s IT assets.Led Successful Service Transition: Directed a large-scale transition of service management operations from an outsourced model to in-house, ensuring minimal disruption and seamless adoption of new processes by internal teams.Improved SLA Compliance and Incident Resolution: Developed and implemented a Configuration and Asset Management Plan, elevating incident resolution capabilities and SLA compliance through streamlined processes.Strengthened Process Documentation and Governance: Authored and maintained comprehensive documentation for service asset management, ensuring knowledge continuity and adherence to governance standards across teams. Show less

  • Project Manager

    Apr 2010 - Mar 2016

  • Assistant Manager

    Feb 2007 - Mar 2010
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  Ibm

  Apr 2016 - Mar 2022

  Project manager

  At IBM, I led a comprehensive digital transformation program for the Department for Work & Pensions (DWP), focusing on modernising legacy systems to enhance business agility and streamline operations. My responsibilities included overseeing the migration of complex benefit systems to cloud and hybrid cloud environments, achieving significant cost savings and improved operational efficiency. I worked closely with IT service management teams, stakeholders, and multiple vendors to ensure seamless project execution, coordinating end-to-end delivery and aligning projects with DWP’s strategic goals.Key Achievements:Modernised Critical Legacy Systems: Spearheaded the transformation of eight essential mainframe applications within the UK Government’s VME remediation program, reducing complexity and driving business agility.Achieved Substantial Cost Savings: Delivered £2M in savings through strategic hybrid cloud migration initiatives, enhancing DWP’s operational scalability and flexibility.Strengthened Stakeholder & Client Relations: Built and maintained strong relationships with senior stakeholders and cross-functional teams, ensuring clear communication channels and high client satisfaction across all project phases.Proactively Managed Risks and Dependencies: Identified and mitigated project risks by uncovering critical dependencies, resulting in comprehensive risk discovery reports that informed senior leadership’s decision-making processes.Streamlined Project Governance: Utilised JIRA and Confluence for transparent project tracking, detailed documentation, and real-time reporting, fostering cohesive collaboration and accountability across all stakeholders. Show less

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  Tesco

  Mar 2022 - Oct 2022

  Technical project manager

  At Tesco, I led the end-to-end deployment of BigPanda, a SaaS IT operations platform, to transform incident management processes and elevate operational efficiency. Overseeing both onshore and offshore cross-functional teams, I ensured seamless integration of BigPanda with existing IT systems, including Splunk, Dynatrace, and New Relic. My role involved extensive configuration and customization of the platform to meet business-specific needs and delivering training sessions to equip internal teams with the skills to maximize platform usage. I maintained detailed project documentation throughout the project, including status reports, testing protocols, and post-implementation reviews, ensuring transparent and effective project governance.Key Achievements:Enhanced Incident Response Time: Achieved a 35% reduction in incident response time through BigPanda’s automated alert correlation and root cause analysis features, enabling faster resolution and more efficient incident handling.Boosted Operational Efficiency: Increased operational efficiency by 20% by reducing downtime and enhancing system reliability, contributing to a more resilient IT infrastructure.Led Comprehensive Training and Knowledge Transfer: Conducted workshops and training sessions for internal teams, resulting in improved adoption rates and seamless platform integration across departments.Ensured Thorough Documentation and Governance: Utilized JIRA and Confluence to maintain comprehensive project documentation, enabling transparent project tracking and alignment with business goals. Show less

• 

  Dwp digital

  Oct 2022 - Oct 2024

  Delivery manager

  As a Technical Project Delivery Manager at DWP Digital, I lead a portfolio of high-impact technical projects focused on achieving business readiness and maintaining stringent governance standards. My role involves close collaboration with government departments, suppliers, and strategic partners to deliver transformative solutions that comply with evolving policy and legislative mandates. By fostering strong relationships with technical teams, Product Owners, and senior stakeholders, I ensure cohesive project execution and drive efficiency through automated solutions that streamline operations and reduce costs. My proactive approach to risk management mitigates potential challenges, safeguarding project stability and ensuring on-time, successful delivery.Key Achievements:Delivered High-Stakes Legislative Projects: Successfully coordinated multiple legislative-driven projects by orchestrating efforts across cross-functional technical teams and inter-government departments, ensuring compliance with critical timelines and regulatory standards.Optimised Project Management and Tracking: Established a comprehensive JIRA-based tracking system to enhance visibility, streamline project progress, and improve requirement tracking, resulting in better oversight and timely interventions.Pioneered Automation for Enhanced Efficiency: Partnered with architects to implement automation solutions that reduced operational costs and boosted productivity, contributing to more resilient project frameworks.Strengthened Stakeholder Relationships: Built and maintained robust relationships with senior stakeholders, enabling smooth project lifecycles from initiation to completion and achieving high levels of stakeholder satisfaction. Show less