Ireland
Driving product strategy across the EMEA Systems Engineering organization at ServiceNow. I bring a strong technical foundation with 20+ years of experience leading IP Network and Infrastructure teams, responsible for ensuring the reliability of 24/7 online services. Skilled at working with globally distributed engineering teams, driving product strategy, improving service reliability and guiding major infrastructure transformations, I thrive on tackling complex challenges with a collaborative, solution-oriented mindset.
Working primarily with infrastructure engineering teams within Systems Engineering in Global Cloud Services, responsibilities include: - Defining and maintaining product backlogs, epics, and quarterly roadmaps, ensuring alignment between engineering delivery and business strategy. - Leading cross-functional planning and discovery sessions to shape product milestones and translate user/business needs into actionable engineering requirements. - Leveraging Agile methodologies to improve transparency, prioritisation alignment and velocity. - Managing complex cross-team dependencies across global engineering teams. - Proactively identifying risks, technical blockers and scope challenges to protect commitments and delivery timelines. - Driving clarity in execution and leveraging AI-driven insights to improve documentation quality, process structures, dashboards and communication frameworks. - Working with multiple teams to guide major infrastructure initiatives – including the VMware to Red Hat OpenStack migration programme - through design, development and rollout.
- Responsible for leading engineering teams to support day-to-day operation and performance of the IP network infrastructure in Three Ireland; ensuring the customer experience is protected and prioritised while facilitating change within the IP network to meet growth and performance demands. - Responsible for ensuring the IP Operations team is performing to the highest standards, instilling a culture of excellence and collaboration within the team. - Managing continuous and proactive implementation of measures to maintain a secure and stable IP network to mitigate risks of service outage on Three Irelands critical business services. - Management of outsourced service partners and vendors, defining and ensuring the adherence to Key SLA’s and KPI’s. Driving continuous improvement in the performance of managed service partners. - Accountable for the successful resolution of major incidents in the IP network, providing technical guidance and ensuring the appropriate resources are assigned. - Providing feedback to Design teams on the stability and reliability of the IP network, providing strategic input on resolution actions. - Managing areas of risk in the IP network area, ensuring mitigation plans are in place for all risks identified. - Leading and supporting the recruitment, onboarding and development of new team members. - Managing annual IP vendor/supplier support renewal contracts with Procurement. - Responsible for the IP Network Opex Budget and providing leadership to address all opportunities to efficiently optimise cost base.
- Accountable for all aspects of service management for IT Infrastructure, Digital and End User Services. - Driving service excellence and stability on Infrastructure, IT and Digital services provided by the Technology department to both internal and external customers, while facilitating necessary changes to the environment. - Providing expert management support and technical expertise to difficult, high profile customer issues and major incidents, driving problem management to identify root cause, ensuring corrective action plan is followed through and learnings applied for future benefit. - Monitoring the overall level of service provided by Managed Service Partners - including service levels, incident, problem and change management - and instigating appropriate actions to address any issues. - Updating relevant stakeholders on the on-going operation of services, incident management and improvement programmes. - Ensuring partners are adhering to Three policies, procedures, and standards. - Member of on-call rota, providing support and leadership outside of core business hours for major incidents and high impacting issues. - Supported management of IT Opex budget.
- Led a team of 14 engineers, fostering a culture of strong customer focus, innovation and continuous improvement. - Built, monitored and maintained ISP/online systems across multiple data centres. - Supported key lifecycle processes including capacity management, availability management and business continuity. - Liaised closely with the Design teams to ensure successful handover of new solutions with a focus on ensuring the solution fully considers the impact on existing KPIs and SLAs. - Scheduled and allocated work within the team to meet delivery timelines and service objectives. - Prepared performance management plans and developed training/mentoring schedules. - Maintained positive vendor relationships with an aim towards managing costs. - Supported ITIL-based processes including change, incident and problem management. - Provided expertise and guidance in information security and data protection requirements. - Mentored and developed training plans for team members, fostering a culture of strong customer focus, innovation and continuous improvement.
- Led a team of 8 engineers – Sysadmins and IP. - Built, monitored and maintained ISP/online systems across multiple data centres. - Management of LAN/WAN in data centres and Peering/Transit operational areas - Managed incident ticketing queues and ensured tickets/cases were actioned within agreed SLA’s.
- Monitored and maintained ISP/online systems across multiple data centres. - Supported Unix/VMware environment running open source technologies on Network Appliance storage. - Provided 24x7 on-call support for two rotas - ISP Systems and Hosting. - Identified improvements in processes and technology and lead their implementation. - Assisted in troubleshooting of service impacting incidents, identification of root cause, restoration of service and correction of underlying problem.