Experience

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  Sureskills

  Feb 2002 - Aug 2003

  System network administrator
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  Dept communications, marine & natural resources

  Sept 2004 - Jan 2005

  System network administrator
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  Fisp/hse

  Jan 2005 - Jun 2005

  Network administrator
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  I.t. alliance group

  Jun 2005 - Sept 2014

  I.T. Alliance is a unique I.T. services company. Our 600+ strong workforce builds strategic alliances with the leading IT and technology service providers, helping them to design, deliver and manage IT projects, IT managed services and IT professionals services into their customer base. Reporting into the CEO, I had overall responsibility for the Professional Services team of 20+ consultants.Responsibilities:★ Mentoring and professional development of team members, setting smart goals and providing motivation.★ Ensured that solutions for projects included market driven innovations such as cloud computing (Azure, Office 365) and unified communications (Skype for Business).★ Sole ownership for the Professional Services and Fixed Price Projects P&L’s/Budget's.★ Capacity and recruitment planning based on perceived business needs and expected priorities.★ Key contact for escalating issues both for the Professional Services staff and our clients.★ Identified upselling opportunities and developed new business opportunities while working with customersKey Achievements:★ Won Microsoft Cloud OS partner of the year 2013 and 2014★ Took ownership of the MS Gold Partnership programme, and achieved 100% increase in the number of Gold Competencies achieved★ Developed and improved our pre-sales capability via collateral development & training★ Promoted to Operations Manager Show less Reported to the Competency Centre Director, with a remit to plan, develop, organise, and manage the offerings of I.T. Alliance’s Infrastructure Competency, and additionally to manage delivery of projects as required.Responsibilities:★ Managed the staff and team leads within the Infrastructure team★ Participated in the development of I.T. Alliance’s future plans and programs in regard to the Infrastructure competency and the company’s wider competencies★ Enhanced and developed collateral and intellectual property for this division.★ Reported to the Competency Centre Director on the performance of KPI’s measuring improvements for the divisionKey Achievements:★ Increased the staffing level within the Infrastructure team by 25% as a result of numerous successful projects.★ Introduced new Microsoft Infrastructure Services and associated technologies. ★ Promoted to Head of Professional Services Show less Responsibilities:★ Responsible for technical design, scoping and planning of projects.★ Liaised with and coordinated with Solution Architect to ensure integrated end-to-end solutioning.★ Pre-sales solution tender/proposal responsibilities.★ Assisted Sales in solution pricing.★ Managed the flow of day-to-day operations for my team★ Created reports to update the Competency Lead on the team's progress★ Kept current with new technologies and held relevant IT accreditation's.Key Achievements:• Core member of the project team that delivered a large Novell to Microsoft migration which was one of the most complex in Europe at the time.• Promoted to Competency Lead Show less

  • Head of Professional Services

    Jan 2013 - Sept 2014

  • Competency Lead

    Dec 2008 - Jan 2013

  • Senior Technical Consultant

    Jun 2005 - Dec 2008
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  Auxilion

  Sept 2014 - Feb 2018

  Operations manager

  Reporting into to the CEO, I have overall responsibility for the leadership of the Service Operations Centre (SOC), Remote Management & Monitoring (RMM) (24/7) and Professional Services (PS) teams of over seventy skilled personnel. Auxilion is a global award-winning cloud transformation & support company that helps organisations optimise their services through digital transformation and support services. Responsibilities:★ Developed support offerings in additional technology areas such as Azure, Office 365, Hybrid Cloud, Storage, Networking & Security. ★ Developed IT Strategy for the company to support the 600+ workforce★ Directed the ITIL aligned 24/7 support capability in supporting multiple enterprise customers★ Remote management of geographically dispersed teams.★ Introduced new KPI’s across all teams to ensure the quality of service was consistently high and in line with ISO 20000 certification requirements.★ Member of the Auxilion Senior Management Team (SMT).★ Sole P&L/Budget responsibility for Professional Services, Support Services & Reseller business units.★ Point of escalation for Head of Professional Services & Service Delivery Manager(s).★ Executive Sponsor for several key accounts to ensure continued high customer satisfaction and contract renewal. This included retaining “at risk” customers with an intense focus on Service Delivery methods and Customer Satisfaction. Key Achievements:★ Won Microsoft Hybrid Infrastructure Partner of the year 2017.★ Won Microsoft Cloud OS Partner of the year 2015.★ Completely restructured the support services teams to enable us to scale.★ Increased support services revenue by 39% by year end 2016.★ Turned around the support services business from loss making in 2014 to profit making in 2016.★ Increased PS billable utilisation from 70% to 82%★ Set up and developed the Procurement & Vendor Management function within the Group Show less

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  Vohkus

  Mar 2018 - Jul 2019

  Head of service operations

  As Head of Service Operations, I am responsible for the services side of the business incorporating the Service Desk, Networking, Configuration & Service Delivery teams across multiple countries.Vohkus delivers IT enabled business solutions and services, and is a trusted technology partner for both private and public sector clients, many of whom operate across the globe.RESPONSIBILITIES★ Management of the Service Desk, Networking, Configuration & Service Delivery Teams★ Creation of new standardised Service Catalogue offerings★ Point of escalation for Major Incident Management★ Line Management & personal development planning of team★ Responsible for hiring key staff in Romania including MD★ Accountable for ISO 9001 & 27001 within the Services area★ On-boarding and transitioning of new customers★ Development and standardisation of monitoring tool-sets★ Pre-Sales: proposal writing and pricing creation for new opportunities★ Owner of the Incident, Request, Problem, Change Management processes.KEY ACHIEVEMENTS★ Introduced 24/7/365 support capability★ Built a new Service Desk operation in Cluj, Romania★ Oversaw substantial growth in the Services team ✰ Grew team size by a factor of 5 ✰ Managed increased ticket volumes of over 600%★ Introduction and adoption of ServiceNow as an ITSM tool-set★ Successfully transitioned a large (6000 tickets per month) second generation Service Desk outsource in 4 weeks Vs planned 3-month transition time frame due to exceptional customer requirements★ Introduced a new formal Knowledge Management Process Show less

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  Capita

  Aug 2019 - Jun 2021

  Service architect
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  Avanade

  Jun 2021 - now

  Solution architect - managed services