Jan 2016 – Jan 2018 · 2 yrs · Luton, United Kingdom

• Reporting to Head of Information Security; accountable for Service Design & Transition of all new/changed InfoSec Management System (ISMS) Services implemented by £multi-million Transformation Programme.
• Key achievements:
• Partnered with Programme, Architecture and Operational teams across the full project lifecycle to advise, guide, and ensure successful delivery of new/changed Services in-line with company Policies, Processes & Standards.
• Integral to Vendor Selection process; ensured Service and Security Policy alignment of RFIs, RFPs and negotiated SLAs & Contract Schedules. Supplier Management of Tier 1 security vendors; chaired Service Reviews & ‘get-well plans’ to address suboptimal performance. Led Requirements and RFP definition for MFA/PAM projects.
• Led and facilitated Service Design through definition, agreement & embedding of appropriate Service Ownership, RACI Support Models, repeatable Operational Processes and Support/Operational documentation.
• Developed cost and resourcing models for InfoSec and Service Delivery teams, with evidenced rationale for any required uplift, and opportunities taken to reduce costs.
• Assured Operational Readiness of new/changed Security Controls, Services & Processes; led formal Service Readiness Reviews to agree go-live with traceable Operational Acceptance Criteria evidenced or risk accepted.
• Defined and managed appropriate Release approaches, ensuring seamless transition into BAU operation.
• Managed on-boarding of security logs from 700+ servers, network & security devices into SIEM; built confidence of system owners; led troubleshooting; and developed rollout & risk reduction metrics for Board level reporting.
• Supported and coached SD&T Team Manager and SecOps Manager, providing guidance and subject matter expertise to drive continual improvement of InfoSec and SD&T Policies, Standards and Processes.

Jan 2014 – Jan 2016 · 2 yrs · Luton, United Kingdom

• Reporting to the Head of Service Delivery; accountable for governance of all Service Management processes to introduce, maintain, continually improve and report on Operational Services. Created and led teams including Incident & Problem Management; Service Desk; Service Design & Transition; Budget & Asset Management.
• Key Achievements:
• Defined and implemented new Operating Model: Established Incident & Problem Management team; restructured Service Design & Transition; and introduced dedicated Change Management & Budget Management support. Recruited and built strong team; managing potential redundancy situations.
• Led end-to-end refresh and relaunch of Service Design & Transition process, aligned to Solution Delivery Lifecycle (SDLC) and Project Management Framework; improving engagement across all IT delivery areas.
• Led refresh of Service Catalogue and Reporting; resulting in relevant, accurate and timely Management Information, enabling a clear view of Services, their performance and opportunities for improvement.
• Worked directly with CIO to define, introduce and embed an IT & InfoSec Major Incident Management process.
• Introduced formal Supplier Relationship Management framework to all Service Operations suppliers; renegotiated contract with EUC & Service Desk vendor, delivering cost reduction and service improvement.
• Led creation and ongoing maintenance of an Operational Risk Register; working with Corporate Risk Management to facilitate workshops and ongoing review with IT Team Managers to identify and prioritise addressing of risks.
• Managed Service Delivery budget, ensuring overspend was attributable & implemented cost saving opportunities.
• Led review and improvement of Software and Hardware Asset Management practices.

Jan 2012 – Jan 2014 · 2 yrs · Luton, United Kingdom

• Accountable for governance and continual improvement of Service Delivery processes across Incident, Problem, Change, Release, Transition, Asset and Financial Management.
• Additionally accountable for IT’s relationship with Internal Audit and IT Service Desk / Deskside Support provided to 7500 staff, across all easyJet's European locations.
• Key Achievements:
• Drove year on year Incident & Request SLA improvement, and reduced repeat P1/P2 Incidents; though introduction of Post Incident Reviews, action tracking, management reporting and regular review & prioritisation.
• Implemented Service Desk structure changes, leading to greater staff attrition and retained knowledge.
• Appointed by CIO to manage IT’s audit position; drove reduction of overdue actions from 59>6 within 12 months.
• Managed various Infrastructure / InfoSec projects including: on time / under budget implementation of Active Directory Federation Services (ADFS); and cleansing of business owned legacy data.
• Recruited and line managed Service Control Team; maintaining and improving staff performance through support, coaching and formal performance management (where necessary).

Jan 2011 – Jan 2012 · 1 yr · Luton, United Kingdom

• Accountable for governance of Change Control, Service Introduction and Release Management processes.
• Key Achievements:
• Developed new collaborative Service Introduction process framework; delivered training to all Project Managers, resulting in strong take-up and embedding of the process across new services.
• Assessed, formalised and embedded Release Management process for flight reservation system and easyJet website, leading to measurably less defects and business/customer impacting incidents as a result of releases.
• Improved adherence to Change Control procedures, resulting in increased scrutiny and awareness of changes to the BAU environment, and fewer unauthorised or failed changes.
• Established a “Forward Schedule of Change”, providing a holistic view of changes, releases, new services, and key business events; with input from IT and business team stakeholders.
• Major SI successes included smooth transition of new website content management system, integration of telephony with flight/crew management system, and new seating purchase / booking / allocation service.
• Improved behaviours and adherence to Change Control procedures, resulting in increased scrutiny and awareness of changes to the BAU environment, and fewer unauthorised changes.
• Established a “Service Transition Pipeline”, providing a regular forward view of changes, releases, new services, and key business events; with input from across IT and the business.
• Recruited, led and developed Service Transition Team (x2 Release/Change Managers plus x3 Service Introduction Analysts)

Jan 2010 – Jan 2011 · 1 yr · Various, South East

• Provided Service Management support and advice to various clients.
• Key achievements:
• easyJet:
• As part of a small team, built understanding of the IT function and maturity through meetings with senior IT managers, business directors & key suppliers; plus review of processes, policies, MI and performance reports. Documented the maturity and key issues for each area of IT, across resource management, business engagement and performance.
• Created IT Service Catalogue.
• Incident Management process maturity assessment.
• Debenhams:
• Analysed and documented Service Requirements (SLAs and Service Management processes/policies) for an application hosting RFP.
• Linklaters LLP:
• Led small team to analyse and document Infrastructure services, SLAs and processes for a potential outsourcing RFP.

Jan 2007 – Jan 2009 · 2 yrs · London, United Kingdom

• Accountable for delivery and continual improvement of IT Services provided by 3rd parties and internal IT teams. Responsible for Corporate-wide Infrastructure & End User Computing (EUC) Services; and Application Services specific to HR, Finance, Sainsbury’s Bank, and Facilities Management business areas.
• Key achievements:
• Improved Business engagement with IT through introduction and facilitation of Service Performance Reviews; and regular Service Catalogue & SLA review/renegotiation with senior business stakeholders.
• Reviewed, simplified and improved various governance and technical processes; including:
• Desktop & Server security patching process, reducing risk window to <5 days estate-wide.
• Security Administration and EUC device provision.
• Introduction of a “Standard” Change Process to expedite low risk changes, whilst ensuring visibility;
• Sourced & implemented WEEE & InfoSec compliant hardware disposal. Cost efficient and high CSR value.
• Budget management of £3m per annum for 3rd party support / £1m for internally resourced “tactical” work.
• Established, recruited and line managed in-house End User Computing support service; managing transition from a 3rd party, and ensuring smooth handover and management of TUPE issues.

Jan 2002 – Jan 2006 · 4 yrs · London, United Kingdom

• Key member of the retained IT management function; accountable for governance, management and improvement of outsourced IT services provided by Accenture.
• Key Achievements:
• Initiated and governed a number of improvements programmes including security patching, desktop enhancements, Software Asset Management process/tool improvements (resulting in significant licence cost avoidance, ~£750k over 3 years).
• Project managed IT elements of a regional office consolidation (30 to 5) and a migration from a legacy mainframe email system to Microsoft Exchange technologies.
• Enhanced senior business engagement with IT, through improvements to Service Review process.
• Managed the due diligence phase of an in-sourcing of IT from Accenture, for infrastructure support services (desktops/servers/networks). Managed the successful migration of all personal computing components for the entire IT function (600 people).
• Deputised for InfoSec Manager, providing Incident & Project Management support, and chaired corporate InfoSec Steering Committee.

Jan 1995 – Jan 2002 · 7 yrs · Langley, Berkshire

• Joined when the eCommerce software company was in its infancy and held various IT Management and Support roles through the life-cycle of growth and global expansion. Later retained to support closure of the business.
• Responsible for infrastructure strategy, sourcing, security, management, support and improvement. Provided leadership and management to the support / operations team.
• Key Achievements:
• Outsourced provision of key services including telephony, web hosting and secure global email connectivity (sourcing, contract negotiation and ongoing service management).
• Managed IT infrastructure budget of £½m per annum.
• Established hardware and software asset management policies and processes, maximising use of software licensing schemes to control costs, and implemented automated software & patch management to control compliance and deployment times.
• Created and implemented various IT and Information Security policies and procedures.
• Managed IT aspects of projects including: Head Office relocations (IT, telephony & security), WAN connectivity, Intranet implementation, and a corporate rebrand.
• QA/Testing of in-house developed software.

Jan 1994 – Jan 1994 · 0 mo

• Work placement during my degree. Authoring of user guide for in-house developed software.

Jan 1993 – Jan 1993 · 0 mo

• Work placement during my degree. Authoring of user guide for in-house developed software.