United Kingdom
I am a leader with extensive industry and market experience, I have delivered large-scale and complex IT services, transitions, and transformations for global businesses. My strong client-facing communication, influencing, and interpersonal skills enable me to operate proficiently at all business levels. My proven track record in leadership and service management has allowed me to adapt my style creatively to achieve results. As a Service Director, I am dedicated to increasing customer satisfaction and maximizing business value through effective management of my delivery teams, which are based locally, nearshore, and offshore. I ensure efficient resource and technology management to meet P&L targets, achieve business objectives, and drive strategic growth. I am passionate about building and leading high-performing teams focused on innovation, customer centricity, and business success, fostering a team culture that values empathy, creativity, and inclusivity. Throughout my career, I have excelled in shaping creative, service-oriented IT solutions that deliver clear business outcomes and delight customers. With experience in building global IT organizations with over 200 members, I have defined objectives supporting tangible business results. My approach includes empowerment, effective decision-making, honesty, recognition, clear communication, and strict budget adherence. I bring technical operational expertise across various products, driving multiple technology disciplines in Application, PaaS, IaaS, and NaaS. These skills provide valuable insights into managing substantial change programs, such as global deployments, transitions, and transformations, on time. My experience in IT outsourcing businesses and client-side delivery has offered insights into various business transformation programs. I have managed large budgets exceeding $100 million and delivered iterative value. I am committed to continuously learning, adapting to new challenges, staying ahead of industry trends, and embracing new methodologies to drive sustainable growth and innovation.
I lead a program to implement a clearly established operating model across BP Enterprise to effectively prevent, monitor, and respond swiftly to emerging cyber threats and vulnerabilities. To deliver a collaborative working group for security operations to establish a common operational framework that secures BP’s trusted zones, driving simplification, consistency, and adherence to security policies. Thereby standardising BP Enterprise operational security management to ensure consistent and transparent adherence to BP security policies, thus establishing true ownership and accountability for information security controls and business protection across the enterprise.
Lead a team of skilled SSE and Firewall Network Engineers in designing, implementing, and managing our security service edge architecture and firewall infrastructure. Ensure proficiency in configuring, managing, and optimising enterprise-grade firewalls (e.g., Zscaler, Palo Alto, Fortinet, Juniper, Cisco, Versa Networks, Checkpoint) to secure our business. Developed an Agile framework for the consistent delivery of secure connectivity to business stakeholders, aligning network security initiatives with organisational goals such as key divestments and mergers. Focused on customer centricity and transparency to deliver tangible business outcomes while ensuring compliance with best practices like DORA, ISO 27001, NIST, and GDPR.
Led a team responsible for connectivity services in Europe, Middle East & Africa to over 250 Industrial sites & offices across 15 countries and all production facilities including offices, terminals, refineries, data centres, and offshore platforms. During the BP network transformation programme, I served as a leader to consolidate the previously fragmented network support activities at BP into a single organisation. This new structure was ensured its closer aligned with emerging business needs and focused on delivering a major transformation that enhances efficiencies, agility, and security through network management automation. Key focus areas included the formation of a security management capability to focus on the delivery of secure connectivity to underpin business change. The design, negotiation and implementation of a new network operating centre delivery model offering significant business value.
•Account leadership role responsible and accountable to drive global organisation to deliver incremental value, service excellence, solutions and innovation to BP. Responsible for the management of customer delight via incremental delivery of business change programmes •Responsible for the strategic leadership and management of global service delivery to BP network services and workplace services. •Successfully led organisational change programme to refocus on the sustained benefits of the agile methodology, focused on people and their positive empowerment. •Accountable & responsible for profit and loss. •Adept at decision making based on management accountancy to enable cost optimisation programmes and able to leverage the same information to seek business development opportunities thereby contributing to positive P&L performance •Accountable & responsible for equitable risk and claims management •Successfully structured significant BP public cloud transformation programmes to achieve joint business targets to Group CIO acclaim. •Led an organisation that manages assuredly at exec level to consistently execute service improvements to acclaim demonstrating an ability to translate technological challenges to solutions for customer business stakeholders •Built an organisation focused on customer proximity and transparency to deliver mutually beneficial outcomes.
•Designed and implemented a global service transition team to enable project delivery and operations management that offered a paradigm shift in customer experience and operational service quality over a 12 month period. •Responsible for the strategic leadership and management of integrated global service delivery and operations management organisation that consistently offered a paradigm shift in customer relationship management and operation service quality. •Successfully led customer relationship management on programmes to migrate global legacy services to SAP & Cloud provision for global business customers. •Accountable & responsible for profit and loss, £50m revenue per annum. •Successfully led and managed multiple customers with significant data-centre re-location programmes to achieve joint business targets. •Directly responsible and accountable for the delivery of service via best shoring model in a multi-sourced environment and multi customer environment offering 50% cost optimisation. •Led a programme to improve service level performance by reducing significant incident by 21% over 12 months & delivering 254 solutions within the same time period.
•Conceived, designed and implemented integrated global service delivery and operations management organisation that offered a definable shift in customer delight and operational service quality over a 3 year period to EE Telecommunications •Led a programme to improve service level performance by 21% over 24 months, improving operational efficiency by 20% per annum and improving customer satisfaction to 80% during the same period. •Led customer management on programmes to migrate legacy services to Cloud provision for global business customers. •Programme sponsored manifold large scale IT transformation programmes and business restructuring programmes whilst maintaining operational service quality and delivering business value in excess of £50m.
•Working for T-Mobile provided an opportunity to further develop my relational database integration skills in a very large and challenging environment. Responsibility for implementing and managing key mission critical systems. . Implemented highly available & high performance database systems and contributed to improving the business benefit of IT to the Telcoms business.
•Managed highly available global mission critical business decision support systems for key clients. Worked on key global transformation implementation programmes in the United States and was responsible for MS SQL Server W2K Testing and Preparedness programme. Worked in a "follow the sun" organisational format.
Managed numerous internal and external client IT Infrastructure services including for customers Lloyds, and the PostOffice. Included on site management consultancy on customer sites. Educated as part of Fujitsu's acclaimed graduate and management training programme.