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Network Power<100 people
Roles
🔥100%
Startup Founder
💸100%
Marketing
✨100%
Business Owner
Geos
🇬🇧50%
United Kingdom
🇿🇦50%
South Africa
Work Background
BPPManagement Lecturer
Nov. 2023London, England, United KingdomDevelop and deliver innovative and high-quality teaching and learning, programme and module curricula, and teaching and learning material (at undergraduate and post-graduate levels), that reflect the current skills and capability requirements of corporate Industry for IT Leaders.
H.I.T LeadershipChief Executive Officer
May. 2022United KingdomWith over 30 years of frontline experience in leading IT departments and 26 years dedicated to the professional development of IT leaders, I specialise in transforming IT management practices. My approach significantly enhances employee retention and satisfaction by imparting proven strategies, mentoring IT professionals, and fostering IT leadership qualities essential for today’s technological landscape.
Key Responsibilities
IT Leadership Development
I design and deliver dynamic training programs focusing on advanced leadership techniques, strategic planning, and effective communication within IT teams. Employee Retention Strategies
I implement innovative approaches that cultivate a workplace environment promoting employee loyalty, reducing turnover, and encouraging long-term career development. Satisfaction Improvement
I develop initiatives aimed at boosting team morale and satisfaction, ensuring IT professionals feel valued and motivated. Change Management
I guide IT leaders through organisational changes with strategies that minimise disruption, promote adaptability, and maintain productivity. Personalised Coaching
I offer one-on-one coaching sessions tailored to the unique challenges faced by IT leaders, focusing on personal growth, conflict resolution, and leadership excellence. Team Collaboration
I encourage a culture of collaboration and innovation, leveraging diversity and fostering an environment where every team member thrives. Feedback and Evaluation
I provide regular feedback and performance evaluations to IT leaders, facilitating continuous improvement and professional development. Industry Trends
I stay abreast of the latest trends in IT and leadership methodologies to ensure my training programs are relevant, up-to-date, and impactful.
cloudThingHead Of Service Management
Jun. 2021 - May. 2022United KingdomProviding a Senior escalation point for internal and external stakeholders, removing project blocks whilst maintaining customer relationships, safeguarding SLAs/KPIs and promoting a continuous improvement mindset while leading direct reports and matrix managed teams. Delving into all areas of the business, from bid management to process improvements. Digging deep into the weeds and in the next breath discussing account rectification plans – no task is too small or too big. Examples:
• Process creation and improvement on customer release process, Service Termination process, case management flow, Security and Incident management process, software project handover, service reports template, enhance Release form with various quality gates and a majority of the ISO27001 processes that cloudThing will need to be compliant
• Building UK Dev team and creating a safe environment which provides support, guidance, enthusiasm and enables development
• Critical thinking – listening, gathering data, identifying true route cause, proposing solutions, implementing and monitoring accordingly
• Leading several teams of technical employees across multiple customer bases and managing multiple P&Ls accordingly
• Providing a hands on role, across multiple Departments and getting involved in delivery issues and risk management in the morning, creating contractual service agreements at lunchtime and resource allocation adjustments in the afternoon
• Setting up enhanced Service Reporting to delight customers, demonstrate the effectiveness of services provided and adherence to SLAs
• Managing the implementation of a new Case Management system, liaising on 24x7 support discussions, breakdown the requirements for 1st line support across multiple divisions and instrumental in the creation of the Customer experience initiative. Responses to bids , SOW and negotiating T&M, fixed price and support contracts.
cloudThingHead of Customer Success
Oct. 2020 - Jun. 2021United KingdomAs the customer champion I will be working on, but not limited to, defining strategy for customer support relationships and communications, engaged in pre-sales activity, lead on large/complex support contracts, defining SLAs/KPIs/KPOs and prioritising support workloads.
CapgeminiSenior Service Management Consultant
Jun. 2018 - Jul. 2020United KingdomResponsible for driving change in Service Operating Models and managing associated Business Change in delivering successful Service Integration and Management Services. This includes, but not limited to:
• Consultancy led engagements
• Form part of a Solutioning team, understanding client business challenges and requirements and determining what element of the Extended SI Model are required to resolve those. • Multi-supplier service transition and transformation
• IT governance and service transformation
• Service current state assessment and IT effectiveness review, innovation and improvement programmes
• IT service management toolset transformations Achievements:
• Created successful Service Strategy for Central Government department
• Lead a team looking at ServiceNow ticket queues and identify improvement plans on +1700 knowledge articles
• Providing guidance and training for Operational support of 560+ Apps and extreme SLAs
• Stream lead for global service transformation of service organisation
• Involved with successful bid response (dealing with Target Service Operating Model) which resulted in a £27m win over 3 years
• Developed all Service Design processes and procedures for Central Government department
• Created successful recovery plan for Trust, on critical services, which were failing to meet expected business/client expectations
• Instrumental on organisational change transformation programme which resulted in an increase in NPS (Net Promoter Score) and employee engagement
• Responsible for service wrap, on Cloud migrations programme, which resulted in winning a £54m deal over 5 years
• Service lead, on transformation project, which resulted in eliminating service credits on failing services (improved contractual obligations above service requirements)
• Analysing and managing the reduction of open incidents within a fast-moving corporate environment
IT Services – BTHead of Service Delivery and Transition Management
Jan. 2015 - Mar. 2018United KingdomResponsible for providing strategic direction and vision for the service delivery, transition management and logistic functions. Leading the teams to deliver demanding financial and performance targets and provide a strategic vision and direction for the client(s) and IT Services.
Leadership responsibility for the Service Delivery, Internal Logistic Support and Transition Management teams and works collaboratively with the Operational Delivery, Assurance and Supplier teams for managed contracts. Operating at executive level and is accountable for customer satisfaction and loyalty. Building strong, influential relationships and shaping both short and long term initiatives to transform service, grow revenue, and reduce costs. Senior client liaison development strong relationships across the board and growing customer accounts
Managing NPS process and continuous improvement programme Leading the teams to deliver demanding financial and performance targets whilst operating at executive level and being accountable for growth, profitability, stringent cost control, customer satisfaction and supplier performance
Logistics management of internal £6.8m estate containing 78’000 employees and 140’000 devices
Responsible for department budgets circa £27m, recuperating 117% annually
Accountable for the Customer Journey and the cost-effective end to end service propositions including identification of improvements to the customer experience
Manage procurement processes, procedures and performance measures as part of IT strategy
Responsible and accountable for the lead change programme focused on renovating the Service Delivery function through cultural change, process efficiencies and technology
Coaching and mentoring several large teams of Service Delivery Managers, Internal Support team members and Transition Managers responsible for the definition, development, and implementation of business processes
Capita IT ServicesHead of Service Delivery
Aug. 2008 - Dec. 2014United KingdomAs Head of Service Delivery I have ownership of ongoing service delivery for customer solutions, provide subject matter expertise of testing, change and managed services processes and procedures for customers and service support teams. I also maintain overall customer technical requirements so that risks, opportunities and areas of service delivery improvements can be identified. Other key areas are: - Maintaining the customer relationship at all levels of the organization. - Support for discovery and definition of customer requirements, architecting, designing, and assisting in customer presentations for all solutions as requested by the Sales Team. - Support the Sales Team with pre-sales tours, conference calls, or meetings, as required. - Assist in the definition, development and implementation of business processes, interfaces and systems based on ITIL approach and standards - Create customer SLAs, obtain Customer’s agreement to SLAs. Understand Customer’s requested variations to standard SLAs. - Monitor achieved service levels against SLA. Produce SLA reports for Customers and SMT. - Identifying areas of improvement and supporting all existing contracted services
- Managing 10 Service Delivery Managers
- Matrix management of 150+ IT support and Operational staff
Fidelity Information Services (FIS) EMEAService Manager
Jan. 2001 - Jan. 2008Key Accountabilities:
Fidelity National Information Services, Inc. is a leading provider of core processing for financial institutions; card issuer and transaction processing, and mortgage processing services; and related information products and outsourcing.
As the Service Manager for the EMEA division, key areas of my responsibilities are: Management of all client service support for a credit/debit card processing company
The setting up of a centralized Service Desk to act as a single point of contact for all European clients in relation to incidents, problems and change requests
Developing, implementing and maintaining all client SLAs and underpinning OLAs including 3rd party contracts
Working with the Development team to adopt ITIL processes for Change, Release, Capacity and Configuration Management
Implementing a Change/Configuration Management Database (CMDB) to provides a single, accurate source of real-time information about the entire IT infrastructure
Reporting to the I.T Director to ensure Executive initiatives are incorporated within I.T (ITIL) processes & procedures
Attending client Service reviews throughout Europe to discuss overall Service performance, any incidents/problems/changes and future business requirements
Providing detailed service performance reports, relating to all services provided internally and externally, to the Executive team
Liaising with suppliers/clients to ensure business continuity (Disaster Recovery)
Responsible for all employees involved in delivering business I.T services across Europe
Working with all I.T areas to ensure ISO27001 compliance and other industry security requirements are met
Presenting to new and existing clients the overall Service management structure to ensure BAU (business as usual) activities are clearly understood and adhered to
Management of audit responses for PCI, FSA and SOX to ensure continued compliance
Providing 24 x7x 365 contact for all client escalation purposes
Improcom LimitedI.T Consultant
Jan. 1997 - Jan. 2001Improcom are an independent consultancy firm who specialise in helping clients to plan, improve, develop, manage and optimise all aspects of their organisations’ data, voice, video and mobile communications facilities. Set-up and management of Helpdesk Service for over 150 clients (Private and Public sector companies)
Putting together, for clients, tenders/specifications for all aspects of voice and data communications; marketing the same and evaluating responses thereto
Creating and maintaining internal and client Knowledge Management database and library
I.T Manager (LAN/WAN/Email) for the company
Training clients on various systems including: Telephone system routing and skill sets, Microsoft Exchange deployment, Network utilisation, bespoke Database applications
Designing, implementing and supporting SQL and Access databases for telephony tariff analyses, network bandwidth and project management
clarifying a client's system specifications, understanding their work practices and the nature of their business
preparing documentation and presenting progress reports to customers;
organising training for users and other consultants
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