About Me
Executive Leader | Business Transformation | Operational Excellence | Global IT Strategy
Strategic technology and operations executive, with 20+ years leading large-scale transformation across SaaS, AdTech, Manufacturing, Financial Services and Education. Proven record modernising systems, reducing cost, improving service quality and enabling scalability for global organisations. Known for pragmatic leadership, strong stakeholder management and driving measurable commercial outcomes
Education
Polytechnic of Wales 1992
BEng (Hons) Chemical Engineering
Polytechnic of Wales 1989
HND Chemical Engineering
Work & Experience
Verity Relationship Intelligence Ltd 02/23/2023 - 08/15/2025
Director of Service Operations
Relationship Intelligence SaaS | Advertising, Manufacturing, Financial Services • Senior Leadership team position, leading Customer Success, Information Security (Including Cybersecurity and ISO27001), Development / Engineering, Product, Operations, and IT functions. • Designed and executed end to end business transformation initiative: • Full technology stack overhaul / replacement, to improve scalability and reduce risk, including AWS hosting, email, CRM (introduced Salesforce), Client Digital Portal • Redesign & optimisation of internal processes to focus on value-add activity, removing duplication of effort and waste. • Creation of new ways of working to take advantage of new technology, reducing manual effort and error, improving quality and speed of output to clients. • Championed the use of internal data to better understand TCO / Cost to Serve and make better business decisions on Product direction and priority. • On track to increase revenue and double EBITDA within 3 years. • Reduced operating costs by 30%
TVSquared (Acquired by Innovid, NYSE: CTV) 04/12/2021 - 02/24/2023
Head of Service Transformation
AdTech SaaS Platform | Revenue: $120M • Developed and implemented service strategies to formalise support SLA’s with major advertisers, including Apple, Sky, Nissan, BestBuy. • Designed and embedded cross-functional service practices and workflows spanning Engineering, Product, Sales, Support, and InfoSec departments, driving efficiency, cost optimisation and increased profitability. • Standardised processes, operations and IT Service to support both the sale of the company and post-acquisition integration with acquiring company.
Repton Schools 11/04/2019 - 02/26/2021
Director of Technology
Independent Educational Organisation • Provided strategic counsel and technology expertise to executive leadership to deliver both tactical and strategic outcomes in a world-class independent educational environment • Achieved £500K in savings by optimising infrastructure, applications and support teams. • Designed and executed strategy to facilitate & underpin school merger programme, winning unprecedented backing and commitment from Governing body, delivering whole-school improvements in connectivity, application utilisation and enhancing learning outcomes. • Vendor / supplier management, driving system and application rationalisation and reducing cost. • Delivered SMART objective-based Personal Development Plans and created future IT function strategy and structure for the team supporting 1,400 staff and student end-users.
Boots Plc (Walgreen Boots Alliance) 02/04/2019 - 09/27/2019
Service Transition Consultant
• Provided subject matter expertise on management and governance of Service Transition activities for c.£30M Pharmacy IT refresh program across the Uk & Ireland. • Drove automation / self-service initiatives across both Business as Usual and Business transformation programmes, making best use of in-house data • Implemented structured ITIL transition methodologies across Agile and DevOps program workstreams, delivering Service Definition, Transition and Acceptance • Championed data analysis and feedback into programme workstreams, to directly improve DevOps release quality and BaU support.
Samworth Brothers Ltd 08/01/2016 - 10/26/2018
Head of Service & Infrastructure, Group IT
Food Manufacturing & Distribution | FMCG | Revenue: £1.2B • Designed and executed 'shared services' strategy for IT Service, introducing ITIL and driving consistency and efficiency improvements across 19 independent businesses within the Group, resulting in c.£1M cost savings. • Executive sponsor of Information Security programme, on the Group Executive Steering Board, creating & gaining board approval for compliance program business case (£2.25M CapEx) • Championed the use of business and IT data to drive capability improvements and investment. • 40% improvement in first time fix rates and 25% improvement in customer satisfaction • Introduced automation / self-service to address common user experience (UX) • Developed and implemented enterprise monitoring strategy, driving down frequency and impact of major incidents. • Managed 9 management level direct reports, 45 indirect reports, supporting c.8000 end-users
Interserve PLC 06/01/2015 - 07/29/2016
Head of Business Engagement / Strategic Programme Lead
Facilities Management & Construction; Revenue £3B • Creation and execution of Service Delivery Management strategy and framework, providing clarity on the Service Management function, improving team morale and capability. • Delivered focused, structured engagement to significantly improve relationships across numerous business units, elevating the role of IT from ‘a supplier’ to a trusted partner • Directed service delivery strategies and global device encryption in support of ISO27001 compliance, underpinning the ability to bid on Crown Commercial Service (CCS) contracts
Rolls Royce Plc 03/22/2010 - 03/27/2015
Global IT Service Manager
Aerospace Engineering & Manufacturing | Revenue: £15B • Led team of 5 senior Service managers, matrixed across four 3rd party suppliers (HP, CapGemini, Computacenter & BT), supporting c.45,000 end-users to drive a 50% reduction in incident resolution times. • Service Management Lead for Enterprise Application rationalisation programme, delivering £15M operational savings over 5-year application development roadmap, reducing size and complexity of application estate by 60% and decommissioning £2.5M of infrastructure. • Chair of Engineering Executive Steering Group, providing a forum for Senior Engineering stakeholders to engage with the IT function to prioritise issues and improvement initiatives • Senior Stakeholder for Change Management Continual Service Improvement initiative, resulting in a 30% reduction in Incidents caused by Change, and greater than 95% of changes implemented successfully • Executive Sponsor of ‘User experience’ improvement programme, resulting in >£5M per annum savings across engineering function • Designed / delivered new Target Operating Model to formalise performance / response requirements of internal and Supplier IT and development teams, with formal governance model including SLA / OLA / UC’s and KPI / CSF monitoring & accountability
Portfolio
