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Work Background
Johnson MattheyHead of IT Service Delivery
Sep. 2021 - Oct. 2025Royston, England, United KingdomAs Head of IT Service Delivery, I am accountable for ensuring high quality IT services across the entire breadth of Johnson Matthey's global businesses. The role leads a team of IT professionals around the world working in partnership with JM business units, IT teams and vendors to ensure IT services are defined, aligned and delivered to business requirements, generating business value. I work in partnership with senior stakeholders across JM to constantly review and improve service, utilising a strong network and ensuring consistent ways of working across the IT teams, bringing people together to deliver cost efficient IT services.
Your Housing GroupHead of ICT Operations
Apr. 2019 - Sep. 2021Warrington, United KingdomAccountable for the operational management and delivery of ICT across the organisation, ensuring the service provision is cost effective, reliable and customer focused.
Ensures the ongoing provision, development and maintenance of the Company’s core network infrastructure, business systems and telephony, Inc. responsibility for Service Delivery Teams and ITSM processes, Testing, Infrastructure and Application support and delivery.
Jaguar Land RoverStrategic Vendor Manager
Nov. 2017 - Mar. 2019United KingdomFully accountable for ensuring optimal value (cost, quality, performance) is obtained from the IT supply chain. Responsible for building, maintaining & enhancing beneficial relationships with strategic IT vendors & internal stakeholders. • Ensure IT vendors are aligned to company objectives & able to evidence their contribution in supporting them. • Develop, drive & facilitate a partnership approach with global IT vendors whilst supporting senior stakeholders in ensuring a best value IT service provision is delivered.
• Manage the escalation & arbitration of relationship & operational issues, including the handling of internal & business contract related complaints or disagreements. • Develop & implement a continuous service improvement model which drives business excellence.
• Own forums which review vendor performance with key business stakeholders.
• Ensure adherence to governance including points of contact for vendors & follow rights of authority for decision making. • Manage & measure performance of the overall relationship between internal customers & vendors. • Ensure there is a clear line of sight and between business objectives & vendor performance, define contractual performance levels & set internal customer expectations for performance. • Conduct performance management, including bench-marking to best market practices & cost. • Monitor & assess the vendor performance, using performance data & identify key trends. • Preparation of budget proposals & operational expense requirements for senior stakeholders.
• Own contract reviews to ensure delivery against objectives and budgets. Produce regular reporting on contract milestones.
• Ensure pricing is competitive by use of benchmarks annually or as warranted.
• Administer the commercial & financial processes for contract changes & migrations, working with Legal to ensure appropriate protections exist in contracts. • Ensure all parties understand contractual requirements & expectations are aligned.
Jaguar Land RoverIT Service Delivery Manager
Apr. 2014 - Mar. 2019LiverpoolOverall accountability for IT services delivered within the JLR manufacturing plant at Halewood. Working in partnership with senior Business Managers to define the IT Service strategy for the portfolio whilst supporting other IT functions such as Project Delivery and Business Relationship Management. • Development and implementation of strategies to align business and IT goals by helping business and IT managers understand how the performance and availability of IT resources affect and drive their business processes.
• Thorough understanding of portfolio’s business plans and strategy to anticipate and plan how future service delivery strategy evolves to meet these requirements.
• Defining the requirements for new services in line with Service Delivery strategy. Ensuring such offerings are professionally introduced, accepted by and deliverable to the business.
• Aggregate demand from all areas of the business to ensure service delivery has the resources, capabilities and capacity to meet this demand.
• Architecting solutions that are designed for business flexibility, complexity, agility and reliability
• Accountable to IT and business management for the effective resolution of major IT incidents.
• Align with the corresponding portfolio within other IT functions (i.e. Project Delivery, ISPs)
Anchor TrustIT Business Partner
Apr. 2013 - Apr. 2014BradfordResponsible for developing and maintaining strong strategic relationships with business divisions within Anchor and provide the primary point of contact for senior stakeholders into IT. Manage the Service Delivery relationship with Anchor’s outsourced IT service providers. • Understand and map the business areas strategic technology requirements and translate them into workable and cost effective solutions working closely with the Infrastructure & Architecture Team. Support the development of the overall IT work-plan by managing the business areas priorities and expectations.
• Take a holistic IT view that takes account of strategic business requirements alongside the IT Strategy in order to deliver an effectively prioritised IT work-plan.
• Work with outsourced service providers to monitor and develop Service Level Agreements and Key Performance Indicators in order to measure IT performance, identify opportunities for improvement (via Customer Service Improvement Plans) and maintain effective customer relationships. Lead supplier service review meetings.
• Work closely with business areas to provide input to the development of business cases ensuring requirements and benefits are clear and established before the work is undertaken.
• Develop and apply a business partnering methodology and processes to manage the business area interface ensuring compliance and delivery of best practice.
• Provide the point of escalation for all IT service related issues to ensure there is a co-ordinated approach to the customer.
Co-operative Banking GroupService Performance Manager
Nov. 2010 - Apr. 2013North WestProvide ownership and accountability for the Operational Services provided by IT to business directorates and develop, maintain and drive the strategic service relationship between IT and business leaders. .• Ensure the current and future service needs of business customers are fully understood and drive the strategic service agenda to continually develop core operational services and delivery capability.
• Develop strong service relationships with IT Vendors which deliver mutually beneficial improvements demonstrating increasing value for money. • Lead the identification and management of business service requirements to ensure a clear understanding of services, service levels, constraints, options, and costs.
• Provide leadership, vision and strategic direction of the Service Performance department and staff.
• Process Manager for Service Management, accountable for establishing the operational requirements, deploying a process consistent with organisational practices, and measuring /managing / reviewing its ongoing efficiency and effectiveness.
• Ensure the senior business stakeholders see value for money from their investment in IT services by actively 'selling the successes' derived from continuous improvement and innovation to provide improved outcomes for our business customers and colleagues.
• Accountable for the audit and risks pertaining to the operational service portfolio. • Ensure the strategic service agenda raises senior business stakeholder awareness of IT risks and issues that have the potential to result in a breach of corporate, statutory or regulatory requirements. This 'duty to warn' is key aspect of the role in the development of a relationship based upon trust.
• Lead the development of operational policies and procedures to reflect industry best practice and ensures these are adopted and deployed across the department and wider IT where appropriate.
Co-operative Banking GroupStrategic Vendor Manager
Aug. 2007 - Nov. 2010Manchester / SkelmersdaleResponsible for managing all aspects of service delivered into CFS by ‘Tier 1’ Managed Service Providers, ensuring that the service delivered is monitored, reviewed and meets contractual and SLA obligations. • Develop, implement and maintain a Supplier Management Framework, including KPI’s, perception ratings and balanced scorecards.
• Ensure all process and practices within the Supplier Management Framework are fully ITIL compliant.
• Co-ordinate and manage monthly service review meetings attended by Executive level stakeholders. Prepare all reports and material for review in the meeting.
• Act as an escalation point for both CFS and the Service Provider for operational and relationship issues, ensuring all escalations are progressed and resolved.
• Drive Service Improvement initiatives; manage risks and issues involving managed suppliers.
• Work closely with senior Business Stakeholders regarding issues, changes, improvements.
Co-operative GroupService Manager
Dec. 2006 - Aug. 2007ManchesterEnsuring an effective ITIL compliant service was delivered into The Co-operative Group by Service Delivery and Infrastructure Division. The role had accountability for managing the service delivered by infrastructure teams and 3rd parties in The Co-Operative Group consisting of, Retail – Co-op shops, Specialist Retail – Travel, Pharmacy, Funerals etc and Head Office functions. Ensure the effective delivery of a full range of operational services to support the daily operation of the business and its initiatives. Conduct regular service reviews with business representatives, 3rd parties and SD & I support teams. Develop SLA’s with the business and provide a framework whereby they are monitored and reported on as agreed. To ensure that any issues raised are resolved. Deal with escalations and issues around the service provided by Service Delivery & Infrastructure. Provide reports to the business and SD & I areas, which reflect the service provided and SLA performance.
Co-operative Financial ServicesService Improvement Manager
Jan. 2006 - Dec. 2006ManchesterService Improvement Manager with responsibility for implementing and managing an effective SLA structure. This included developing and implementing a framework whereby SLA’s are monitored, reviewed and reported against. Meet with business representatives to identify and understand impacts regarding downtime and technical issues. Discuss and agree their requirements. Ensure that technical teams and 3rd parties can provide the service required to achieve the required SLA’s reviewing processes, technologies and contracts. Facilitate negotiations with business, technical teams and 3rd parties to ensure effective, achievable SLA’s are developed and implemented. Develop and maintain a structured ITIL complaint SLA process, which is documented and understood by all parties involved. Ensure that all SLA’s are measurable and that regular reporting is in place to monitor performance. Manage the ongoing SLA review cycle ensuring that regular reviews take place and agreed amendments are implemented.
Co-operative Financial ServicesSupply Base Consultant
Nov. 2004 - Feb. 2006Manchester, United KingdomSupply Base Consultant with responsibility for managing, developing and maintaining commercial relationships with 3rd party suppliers. Ensure lowest prices and discounts are negotiated, consistently audited and revised. Identify and implement consolidation initiatives. Develop and implement processes and policies for supplier engagement and management. Deliver supplier rationalisation initiatives, cost savings and avoidances across Group IS. Implement supply base rationalisation actions, and subsequent compliance monitoring Manage and analyse supplier summaries of spend, performance and supply category to identify opportunities for rationalisation Undertake communications to key stakeholders on sourcing and supplier strategy /policy Interact with IS and business stakeholders to populate and disseminate supplier related data, ensuring that data continues to meet stakeholder needs Contribute to the preparation, presentation and sign-off of business cases for larger sourcing initiative proposals
The Co-operative Insurance SocietyIT Service Desk Manager
Apr. 1999 - Nov. 2004Manchester, United KingdomResponsible for providing a central point of contact for over 7,000 IT customers throughout the UK experiencing technical issues. Managing a team of over 20 staff ensuring an effective and efficient first point of contact was provided and a high level of customer service maintained. Own and develop the incident process. Ensure major incidents are escalated according to procedures ensuring prompt investigation, resolution and diagnosis. Ensure the appropriate allocation of severity /priority and that incidents are resolved within the OLA. Deal with complaints requiring investigation and feedback. Attend seminars, exhibitions and conferences giving presentations if required. Represent CIS at Help Desk Institute focus group meetings.
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