Salisbury, England, United Kingdom
Strategic Service Delivery Leader with over 15 years of experience transforming operations in high-stakes, tech-enabled environments. I've led multidisciplinary teams of 50+ and managed budgets exceeding £70M, consistently delivering against ambitious service goals while boosting customer satisfaction and operational performance. My strength lies in bridging strategic vision with delivery excellence—whether it's driving digital transformation, scaling service operations, or simplifying governance frameworks to reduce friction and improve responsiveness. With a sharp eye for operational gaps and a hands-on approach to leadership, I thrive on bringing structure to ambiguity, clarity to complexity, and momentum to initiatives that matter. Currently open to senior leadership roles, consulting, or interim opportunities where I can create value through scalable service delivery and transformation. If you are interested in learning more about how I can elevate business performance, improve capabilities and maximise revenue generation, get in touch with me and let’s discuss what we can achieve together. ✉️[email protected] 📞+44 (0) 7793 195905 The core areas of expertise I offer are in: Strategic Planning | IT Expertise | Disaster Recovery | Service Delivery | Global Leadership | Change Management | Governance & Risk Management | Stakeholder Engagement | Strategic Partnerships | P&L Ownership | Customer-Centric Relationships
Responsibilities include: - Heading up Transformation of Service for Roke, - Managing team of outward facing Delivery personnel looking after our customer base - Managing budget and forecasting responsibilities.
Overseeing P&L for a c£30M contract, directing a team of Service Managers to support NHS connectivity, a major public body, and the provision of their Telco services. Working closely with NHS Direct to assist in delivering outstanding services across the National Health Service. Some of my key contributions include: ► Running quarterly SCM meeting and agendas to support the Service Director, covering when necessary. ► Shaping business strategy and end-to-end customer experience and forged strong relationships across the country to drive improvements across CSAT, CSIP and Net Promoter scores. ► Supporting the establishment of a non-profit function within the council to secure cost synergies and drive a local governance network of county partners, including healthcare organisations, schools, emergency services and council boroughs. ► Steering the onboarding and upskilling for a service and products transition project, with additional responsibility for sales documentation, product design and commercial objectives. ► Advising on governance and reporting at executive-level with responsibility for the development of governance documents, facilitation of management meetings, and definition of strategic outcome requirements.
Assisted the design and implementation of governance structures, incident process, financial models and training materials for a new support desk function. Restructured the service management team, introduced team meetings and coordinated customer engagements.