January 2017 – present KPMG – Risk &Assurance Lead

•       Responsible for Quality Control and Risk Framework, documentation and delivery across sites, and personalisation for each engagement to provide the services required by each client.

•       Responsible for coordinating any audit activities, including preparation work, collation of outcomes, audit checks and tracking of any audit action plans and analysis to maintain due diligence (i.e. client audits, internal audits.

•       Performance manage and develop colleagues Identify key staff training and coaching needs and build appropriate succession and development plans.

•       Manage client relationship in relation to Risk activities and produce required outputs for Risk reporting, ensuring that corrective action relating to any departmental issues are tracked.

April2016–December2016                                                                                                   

Barclaycard – TechOpsIncidentManager

•       Responsibleforleadinginvestigations&remediation forcomplex incidentsidentifiedbythebusinessorthroughproactivemonitoringoftheinfrastructurefromtheassignment ofahighseverityincidenttotheCommand &Controlteamthroughtoresolutionandclosure.

•       ExperiencedinthetacticaltroubleshootingusingtheKepner-Tregoemethodology.

•       MakingrecommendationsforServiceImprovementPlans&assistingwithimplementationofimprovements.

•       Provideeffectivecommunication systemacrossthebusiness/organisationduringamajorincident,ensuringthatanappropriateresourcesareinplacetoresolveanyissue.

•       Responsibleforeffectivestakeholdermanagement, communicatingwithSeniorLeadershipTeam&othermanagerstokeepthemuptodatewith progress&issues.

•       Managementof workload forateamofonshoreandoffshoreresourceensuringkeydeliverablesareachievedinaccordancewiththeoverallbusinessstrategy.

•       Performdailysystemmonitoring, verifyingtheintegrity&availabilityofallhardware,serverresources,systems&keyprocesses, reviewingsystem&applicationlogs,&verifyingcompletion ofscheduledjobssuchasbackups.

Sept2015–April2016                                                                                                                     KPMG -Change&IncidentTeamLead

•       ResponsibleforeffectivelydeliveringBusiness ChangeManagement&PMO activitiesacrossmultipleclientengagementsinsupportofthe Operations,leadingthesuccessfultransitionofbusinesschangearisingfromregulatory,legislationorcontinuousimprovementsintooperationalareas.

•       Defineand measure successmetrics and monitorchangeprogressthroughmonthly servicereporting.

•       Managing requirements for business change requests.

•       Ensure quality standards of performance & delivery of results and that the policy, procedures and practices of the Change Team comply fully with all legal and regulatory requirements and codes of practice/conduct. Also ensuring that effective risk, issue and dependency management processes are established within the Change Team in accordance with the risk control framework.

•       Management of workload for a team of onshore and offshore resource ensuring key deliverables are achieved in accordance with the overall business strategy.

•       Responsible for the detection & management of all high severity service incidents from the assignment of an incident through to resolution including post incident reporting & reconciliation. Includingeffectivestakeholdermanagement, communicatingwithSeniorLeadershipTeam&othermanagerstokeepthemuptodatewith progressandissues.

June2013–August2015                                                                                                         RoyalMailGroup – ServiceChangeAnalyst

•       Leadroleindeveloping, implementingand maintaining the ChangeManagement controlprocessbydrawing onexperienceinpreviousrolestodefinewaysofworking which werefitforpurposeprocess.

•       Logging,categorizationandprioritizationof300+ RequestsforChange eachmonthcovering multipleinfrastructureplatformsandbusinessportfolios.

•       Defineand measure successmetrics and monitorchangeprogressthroughmonthly servicereporting.

•       Maintainthe forwardscheduleofchangesandthereleasecalendarsonbehalfoftheChangeManagement teamcovering330+changesper month acrossmultiple businessportfoliosandsuppliers.

•       SubjectMatterExpertfor MajorIncidentManagement,Incident ManagementandChangeManagement forthecurrentSIAMprogramdevelopingPolicies,ProcessesandProceduresforallnewsuppliers.

•       Leadonrequirement gatheringand implementation ofServiceNow.

February2012–June2013                                                                                                                 Liberata -ServiceSupportManager

•       Developingand maintainingtheproblemandincidentcontrolprocess.Reviewing theefficiencyandeffectivenessoftheincidentandproblemcontrolprocessesandproducing management information.

•       Establishingandimplementing goals,policies,proceduresandperformanceindicators.

•       Incidentdetectionandreporting.

•       Provideeffectivecommunication systemacrossthebusiness/organisationduringamajorincident,ensuringthatanappropriateIncidentManager/MajorIncident Team/ManagementGroupareinplaceto manageamajor incident.

•       Contributetodefiningand maintaining thestandardreleasewindows forallchangesandinputtingintoanychangefreezes(asrequired).

•       WorkingtotheServiceIntroduction, ChangeManagement,Releaseand DeploymentManagementprocessestodeliverReleasethroughtheirlifecycle.

HISTORICALEMPLOYMENT

 December 2010 – February 2012                                                                                                                 CSC, Service Transition Manager

November2009–December2010                                                     CSC,NHSServiceImprovement&CentralServicesManager

June 2009 – November 2009                                                                             CSC, Leveraged Major Incident Manager Team Lead

June 2008 – June 2009                                                                                                 CSC, Leveraged Senior Major Incident Manager

July 2005 – June 2008                                                                        CSC, CSS Extended Team Supervisor

EDUCATION

TuptonHallSchool,Chesterfield,Derbyshire1990–1995-6G.C.S.E.’s

FurtherQualifications:

ITIL®V3FoundationCertificate(Feb2010)

ITIL®V3IntermediateCertificate-Release,ControlandValidation(June2011)ITIL®V3IntermediateCertificate–ContinualServiceImprovement(March2015)

Prince2Foundation&Practitioner (January 2017)