Service Operations Manager at HS2 IT Services (NTT Data) (2023-04 – 2026-04)
- Led a major hybrid Windows 10 to Windows 11 migration, focusing on seamless deployment and minimal user impact
- Introduced Microsoft Power Platform solutions to automate device provisioning, significantly improving the New Starter experience
- Managed end-to-end AV operations and meeting room technology, ensuring high availability for collaboration tools
- Established a tech hub repository and documentation library to standardize EUC operational standards organization-wide
- Created standardized communication and ticket handling templates for service desk operations
- Responsible for onboarding, training, and ongoing development and people management of staff
- Consistently maintained a customer satisfaction rating (CSAT) of over 9 for customer experience
- Facilitated ticketing between 1st line Service Desk and 2nd line Technical Engineers through to specialized third-line towers
- Responsible for service delivery aligning with agreed-upon service levels (SLAs)
- Managed the Continuous Improvement Management (CIM) Register
- Managed standard and non-standard changes within committed timeframes
- Utilized Root Cause Analysis (RCA) methodology for problem records
- Managed senior stakeholder and client relationships
- Worked in collaboration with SIAM systems
- Managed incidents and escalations against SLAs to meet contractual obligations
- Produced analytical data reporting of service operations
- Developed and executed innovation projects to streamline operations and optimize resources
- Served as a MIM representative and key player for EUC operational duties
- Worked closely with commercials to analyze and procure products for the service catalogue
- Acted as a third-party vendor liaison
Operations Delivery Manager at HS2 IT Services (Spherica) (2022-07 – 2023-04)
- Developed and implemented the Tech Bar concept, creating a physical and digital touchpoint for immediate support and equipment needs
- Mentored a team of engineers and technicians, fostering a culture of proactive problem-solving
- Oversaw the full lifecycle of IT assets, from procurement to secure disposal, ensuring data integrity and cost-efficiency
EUC Team Leader at HS2 IT Services (Spherica) (2021-10 – 2022-07)
- Managed staff rosters and escalation processes across multiple sites to ensure consistent service delivery for a mobile workforce
- Built a comprehensive digital knowledge base to empower users through self-service and reduce support overhead
Junior Tech Engineer at HS2 IT Services (Spherica) (2020-12 – 2021-10)
- Contributed to laptop refresh and return-to-work projects post-COVID
- Gained hands-on technical skills in asset management, boxing, shipment, and deployment
Junior Technical Engineer at KPMG (2019-02 – 2020-12)
- Key contributor to high-profile projects, including Office 365 deployment and Skype for Business rollouts
- Specialized in OS imaging, software packaging, and resolving complex hardware/software issues right first time
- Played a vital role in achieving and maintaining Cyber Essentials+ certification
Café Manager at KPMG / HS2 (2019-02 – 2021-10)
Managed catering and hospitality operations alongside technical responsibilities.
- Assisted with Office 365 and Skype for Business rollouts
- Contributed to maintaining Cyber Essentials+ standards and resolving hardware/software issues
