Bristol, England, United Kingdom
Chief Technology Officer at Trustpilot, the world’s largest customer feedback platform built on data integrity to enable consumers to make better choices and help businesses close the trust gap and improve their services in an AI-driven world. Responsible for setting the leadership and strategic direction of the Technology & Digital Enablement function, delivering outstanding products, and enabling Trusties with digital services that empower them to excel. A proven Technology leader operating from IPO to web-scale within the FTSE50; with thirty years as a leader in successful digital businesses supporting intense growth and delivering innovation; including the largest Technology companies in the world. Leading globally distributed teams; combining inhouse and outsourced resources with a single engineering and leadership culture. Successfully delivering highly complex services in B2B, B2C and three-sided marketplace environments; hundreds of billions of annual impressions, hundreds of microservices, thousands of monthly releases, cloud/on-premise, while addressing significant legacy and integration challenges. Creating an engineering culture that is second-to-none, highly accountable and agile teams, empowered to smash business targets while delivering amazing scalability, stability and security. Leading with a combination of determination and high empathy, that garners trust and engagement. Passionate advocate for Diversity & Inclusivity, supporting a number of key STEM outreach programmes and sponsoring positive action to increase equity. Optimising processes and reducing bureaucracy to ensure that customer outcomes are put first. Developing senior managers through coaching and mentoring to provide succession planning and embed best practice behaviours. Working at a senior level across organisational boundaries and geographic locations to build relationships with key internal and external stakeholders; demonstrating accountability and building trust in delivery. Managing sensitive commercial relationships with contract values in excess of £100m pa; improving service delivery from suppliers and ensuring increased service level attainment for Customers. Getting to the root of business challenges and leading Technology organisations in massive scale and highly complex regulated environments. Addressing underlying technical issues whilst retaining sensitivity to overall commercial pressures.
Levelling up business applications; protecting consumers, businesses and colleagues; delivering great IT
Leading a high performing Product & Technology team in a high growth, web-scale business. Product development of the core e-commerce funnels, ensuring that products and services are increasingly reliable and possess the best information security, and that we continue to provide business and enterprise IT tools that empower all of our colleagues here at Just Eat.
Leading the global Service Operations & Assurance department of this name-brand FTSE 250 company. I worked with an amazing team to ensure we provided highly available services that our customers loved, fantastic tools to help our colleagues do their jobs and that we protected both through great information security.
Providing consultancy services to the Group CTO and Director of International Engineering of this name-brand FTSE 250 company. Initially focused on the maturing of their operational capability and development of a technical strategy to deliver on their organisational objectives.
Leading a department of 170+ technical staff in the design, development, delivery and operation of all IT services for a highly-successful Ministry of Defence trading fund. During this time I delivered: - Radical improvements in service level delivery - Successful IT strategy to build high-value internal development capability - New resourcing model which transformed project delivery - Improved employee engagement against a backdrop of Civil Service pay contraint and austerity measures
Reporting to the CIO, managing service delivery & operations teams totalling approximately 40 staff. Introduced 24x7 support operations, new resilient digital platforms and improved service delivery through the introduction of ITIL disciplines.
Ensuring service delivery met or exceeded SLAs whilst AOL divested itself of its Broadband business following their £370m sale to Carphone Warehouse.