Jan 2016 – Jan 2025 · 9 yrs · United Kingdom

• Accountable for Group-wide IT operations, service management, and digital experience for 85,000 colleagues across 70+ countries. Led a global function of 500+ FTEs covering Service Desk, Service Management (ITSM), Infrastructure Support, and On-site Services.
• Operating Model Transformation: Successfully transformed a federated, regional IT landscape into a centralised Group IT Service Operations function. Consolidated 10+ internal service desks and 25+ regional suppliers into a single global managed service model, standardising processes across all geographies.
• Service Strategy & Innovation: Designed and deployed a "Future of Service" strategy, leveraging GenAI virtual agents and machine learning to automate incident resolution and reduce service desk contacts by 55%.
• Platform & Tooling: Standardised the entire ITSM landscape into a single global ServiceNow instance, integrating workflows, and automation to drive operational efficiency.
• Operational Stability: Managed critical availability for high-stakes environments including Trading Floors, Refineries, and Offshore assets, ensuring business continuity and resilience.

Jan 2011 – Jan 2015 · 4 yrs

• Managed IT delivery, service integration, and infrastructure operations for the UK region, acting as the single point of accountability for the C-suite, Head Office, and key business hubs.
• Infrastructure Transformation: Led the end-to-end campus infrastructure refresh for 5,000+ users, including re-architecting networks, modernising local hosting, and implementing power resilience systems.
• Service Integration: Unified operations across AV, Networks, End-user IT, and Hosting into a single service delivery model, simplifying the technology experience for business stakeholders.
• Trading Floor Support: Served as the primary IT owner for the UK Trading Hub, ensuring zero-downtime requirements were met for high-frequency trading environments.

Jan 2007 – Jan 2011 · 4 yrs

• Relocated to India to establish and scale bp’s first procurement-related Global Capability Centre (GCC) from the ground up.
• Greenfield Build: Established the facility, hired the leadership team, and defined the operating model from scratch, growing the centre to a steady-state operation of 160+ FTEs.
• Process Excellence: Developed a proprietary resource estimation model to "rightsize" the workforce, achieving a 15% efficiency gain and establishing the blueprint for future shared service centres.
• Operational Scale: Doubled the scope of migrated activities by delivering predictable, high-quality services and robust internal governance frameworks.

Jan 2003 – Jan 2007 · 4 yrs

• Founding member of the Global Sourcing organisation, established to introduce and scale IT offshoring capabilities.
• Strategic Framework: Played a pivotal role in shaping the outsourcing governance model, increasing offshoring from 0% to 20% of total IT spend within three years.
• Vendor Partnerships: Enabled sustainable, business-aligned vendor partnerships, supporting internal stakeholders through the initial stages of offshore engagement.

Jan 2000 – Jan 2003 · 3 yrs · Mumbai / UAE

• Broad-ranging experience of IT applications in the areas of Manufacturing, Procurement, Materials Management, Advanced Planning and Logistics., involving business analysis, application development / implementation and ongoing support.