Role 1 of 5
Own enterprise-wide IT Service & Operational Governance across 130+
business-critical systems supporting a 350+ technology organisation.
Accountable for service reliability, incident response, service
improvement and stakeholder confidence across high-impact delivery periods.
Key achievements
- Designed and implemented a modernised ITSM operating model aligned to ITIL 4 and COBIT 2019, embedding accountability across engineering, product and suppliers.
- Reduced aged incidents by 81% and increased problem management throughput by 39% by strengthening incident ownership and escalation discipline.
- Designed and implemented AI-enabled service operations workflows, using prompt engineering and agentic AI to support real-time Major Incident management and automate PIR documentation.
- Led transformation of enterprise CMDB and configuration governance, reducing technical debt by 45%.
- Reduced end-of-life servers by 91.5%, significantly lowering operational and security risk.
- Directed cross-functional programmes including ServiceNow migration, exam series and audit readiness, and supplier governance frameworks.
Built and led a multi-disciplinary Service Management function supporting
engineering, product and operations teams across a fast-scaling digital
platform — a discipline created from the ground up.
Key achievements
- Established a Community of Practice influencing over 100 technology professionals, embedding service accountability into product-led delivery.
- Achieved and maintained an exceptional Change Failure Rate of 0.17%.
- Introduced and delivered over 100 ceremonies (workshops) for Observability, Service Readiness and Chaos Engineering.
- Closed over 1.9k support tickets, with a 100% success rate of Post Incident Reviews completed within 48 hours of incident closure.
- Delivered a continuous reduction in Time to Acknowledge and Time to Restore metrics.
Worked as a dedicated Service Delivery Manager with the company's largest
commercial customer, a civil engineering firm working on the UK's largest
construction project at the time, managing a multidisciplinary team
delivering IT services to the highest standards.
Key achievements
- Continued to work through the pandemic to implement remote working quickly for key workers while maintaining IT security and best practice.
- Implemented a multi-disciplinary Supplier Management framework, improving collaboration across WAN, LAN, hardware and physical security vendors.
- Led a Service Improvement initiative to enhance the Major Incident process for Tier 1 customers, introducing war-rooms and improved communications.
- Delivered regular monthly reporting with key analysis across Incident, Problem, Change, Monitoring, Risks/Issues and Service Improvements.
Responsible for the operational service delivery of technology and digital
services with a customer-centric approach across multiple locations,
focused on service availability and performance, and overseeing
coordination of service transition for live DfE IT services.
Key achievements
- Maintained a portfolio of services across both DfE and ESFA (Education & Skills Funding Agency), spanning internal and external applications with a total customer base of over 6 million.
- Worked with commercial colleagues to lead the service delivery elements of contract renewals and replacements, managing associated budgets.
- Led service integration activity to ensure successful transition of all changes into live service without compromising continuity, including designing and maintaining a service operating model.
Joined FDM's Ex-Forces Programme, which trains ex-Servicemen and women
into IT and business professionals — my route into the technology
industry after leaving the Armed Forces. Completed training across
Support Analysis and Project Management before being placed as a
consultant with two large-scale organisations.
Key achievements
- Completed two high-level training programmes in Support Analysis and Project Management.
- Contracted as 6-month maternity cover at Capital Group, focused on the production and launch of the UK counterpart of a multimillion-pound New Perspective fund.
- Worked with the Department for Work and Pensions as a Service Design Manager on the national rollout of Universal Credit, replacing all previous benefits systems.