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
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