Experience

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  Eds

  Jan 1994 - Jan 2003

  Developer
• 

  Eds

  Jan 2004 - Dec 2006

  • Service Support Manager

    May 2005 - Dec 2006

  • Software Development Manager

    Jan 2004 - Apr 2005
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  Hewlett-packard

  Jan 2008 - Oct 2014

  Responsible for a team of circa 100 staff members comprising of ITIL second line incident management service and service transition team. Responsible for resolving 10,000 incidents and 200 changes each month across an enterprise service.- successfully implemented an extensive workforce transition programme including location optimisation and workforce pyramid changes, whilst ensuring continuity of service delivery- consistently exceeded service levels and quality compliance criteria- pro-actively refreshed the team by recruiting and placing over 20 graduates, and 10 modern apprentices Show less Responsible for transition of a major new service into production and setting up all aspects of theapplication management service including resources, tools, processes, commercials, accreditation.- established project transition team- defined scope of service, including on-shore, off-shore and contractor resource- presented and obtained approval for proposal from client- implemented service transition plan, including setting up resources, processes, tooling and knowledge transfer and training- successfully established service as per plan, on budget and to time-sclaes- followed ITIL service transition guidelines thoughout Show less

  • Incident and Service Transition Capability Lead

    Sept 2013 - Oct 2014

  • Service Transition Manager

    Nov 2012 - Aug 2013

  • Service Transition Manager

    Apr 2012 - Oct 2012

  • Enterprise Incident and Service Level Manager

    Jan 2011 - Mar 2012

  • ITIL Service Assurance Manager

    Jan 2010 - Dec 2010

  • ITIL Service Assurance Manager

    Jan 2008 - Jan 2010
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  Bae systems applied intelligence

  Apr 2015 - May 2022

  Head of service level management

  Responsible for a team of 12 providing ITIL Service Level Management and Reporting for internal customers and external Government organisations.

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  Bae systems

  Jun 2022 - now

  Head of IT Business Operations working with a team delivering and supporting digital services and products across a large, complex enterprise. Governance and Performance Manager for Shared Services Enterprise IT.

  • Head of Business Operations

    Nov 2023 - now

  • Governance and Performance Manager

    Jun 2022 - Nov 2023