Employment

• Recruited by law firm and service provider to restructure and develop a freshly outsourced service offering for a top 20 UK law firm: 3500 users, 250 partners in 25 locations.
• Provide structure for current operations and preparation for rapid growth
• Contract finalisation, creation of budget including P&L forecasting and service design from scratch
• Manage a team of 55+ staff across 13 sites, including Service Desk, Desk Side Support, Infrastructure Support, Application Support, Project Services, and various third parties on behalf of the customer
• Handled several business continuity situations successfully, including cyber security threats, ransomware, flooding, DR simulations. Liaising and advising directly the law firm’s executive board and multiple levels of the organisation
• Participating member across the IT function in many forums, including Architectural Review Board, Technical Review Board, Change Advisory Board, Project Resource Scheduling
• Service take on and transformation, TUPE, restructuring, hiring and ongoing continual service
• ‘All new’ approach including new toolset, processes and monitoring service involving a third party NOC subcontractor
• Consult on IT improvement projects and engage with wider teams including supplier commercial team to collectively collaborate on solutions

• Expansion of previous roles responsibilities to encompass a post-acquisition organisation
• Working through a 6-month company acquisition, doubling the size of the IT operations, leading to restructuring and reorganising of IT; Leading the project for integrating the two companies' IT service operations along with consulting on the IT infrastructure technical implementation, combining several cultures and IT operation estates to facilitate an efficient service operation from contract signatory
• Managing the IT ServiceDesk worldwide (APAC, EMEA, AMER) for approximately 14,000 employees, excess of 30 direct team-members, internally and externally sourced, working with a budget of 3-25M€, monitoring appropriately
• Led global project to further improve maturity of IT Service Management processes and tool set internationally
• Consulting on global IT Infrastructure harmonisation, covering technical and service design
• Consulted and part-led IT Infrastructure outsourcing deal, worth estimated 15M€ annually, currently ongoing

• Working within a team of four, responsible for delivering a 30M€ IT service catalogue
• Implemented IT Service Management throughout the IT organisation, starting with the recruitment and implementation of a Global 24x7 ServiceDesk, and service operations processes, and expanding into remaining IT teams through to service strategy
• Successfully integrating large service providers into the Outokumpu IT ecosystem
• Working with an organisation of 200+ professionals, across several countries to an excess of 7000 employees
• Frequently travelling throughout Europe, steering and managing the IT organisation away from dispersed delivery of location based IT services to a cost effective global approach
• Evaluating and repackaging of the service catalogue; Service management best practices across the organisation
• Directing a global IT operations offering six languages, 24x7, with 25+ analysts located around the world, delivering service to over 30+ countries in Europe, Asia Pacific, and Americas
• Introducing four languages, around-the-clock external shared ServiceDesk, for countries where previously none
• Developing experience in contract definition, creating governance models through to practical implementation stages of data harvesting, training, marketing and delivery
• Contributing in excess of 1M€ savings in time and materials by streamlining processes
• Implementing continual improvement processes with definition of KPIs; regular reporting, and targets assigned for all IT personnel.  Introduced integrated knowledge management, quality handling, and adoption of technical abstraction and automation to enable IT to provide continual service improvements
• Working in a matrix organisation at first phase, later managing a larger team whilst continuing responsibilities
• Advanced problem-solving techniques combined with business improvements
• Utilising the strengths of the team, avoiding weaknesses; studying culture and business politics to find the optimal method to improve towards short, medium and long term
• Overseeing the outsourcing of the IT service management tool suite, from an internally managed system to a 'Software-as-a-Service' delivered solution, successfully meeting budget and time frame
• Skills developed include:  Business case creation, financial management, budget responsibility, purchasing and invoice administration
• Service management training, automated internal recharging mechanism, supervising support contract management
• Involved in an initiative to outsource the Data Centre/Storage (capacity services) worldwide, involving a full RFI and RFP process, reviewing the candidates' proposals, short listing, full contractual and commercial negotiations, total value of >6M€ annually
• Global standardised workstation lifecycle management provision, giving IT reliability/stability & KEURs savings
• Software Asset Management improvements, leading to M€s of software license savings through accurate management

• Head-hunted, for the improving of current IT provision, tackling challenges with receiving return from recent investments, IT organisational challenges, IT strategy and generally IT not providing expected benefits
• Performing a full detailed review of their IT Infrastructure and Application estate, assessed the competency of the IT team, review the schools demand for IT from both staff and students
• Recommending next steps through technically redeploying recent investments gaining greater benefits
• Providing technology strategy and road map for implementation, organisation redesign, where and when to start key investments facilitating growth and alignment to modern technology like "Bring your own device"
• Later invited to return based on recommendations to interview and recruit a new Director of IT Services to lead existing IT team, who has the technical and management skills to deliver the proposed recommendations

• Managing a team of six people, providing first line application and infrastructure support, as well as second line support and developing the infrastructure environment
• Designing and introducing a Helpdesk, supporting time critical production and office systems to 800 users
• Implementing processes, tools and working methods within a newly formed IT department, practicing ITIL skills
• Acting architect and project manager for creating a standardised workstation environment, lowering the maintenance required for support, and reduction of business impact due to incidents and lost time; successfully moving from a reactive team providing support, to a proactive team delivering added value in IT services
• Expanding line management skills; interviewing and selecting annually for new staff, personal objective setting, pay reviews, and disciplinary proceedings. Role continually expanded through proficient time/people management and eagerness to continue expanding responsibilities
• Managing business unit disaster recovery situation following Sheffield floods, data centre upgrade and consolidation project and network re-design. IT representative in business audits (KPMG, Lloyds), office management duties (car fleet, fire warden), UK IT security manager, software license manager

• Offered during degree final year, following placement year; job position held open to complete degree
• Managing infrastructure department, contributing to developing of internal business information systems
• Implementing full IT disaster recovery solution designed as part of dissertation, requiring detailed understanding of how the IT department supported the business processes

• First line support analyst for the IT systems across two stainless steel production sites, with 300 users
• Initiative, problem solving, and technical abilities recognised early on and the job expanded into infrastructure analyst and development; followed with financial sponsorship to complete degree
• Playing a major part in the overhaul of servers, network and general infrastructure for the business unit; providing second and third line tertiary support; Proposing several systems, including a fully managed, low maintenance, user and desktop environment