Think Analytics Oct 2024- Dec 2024
Global leader in AI and data-driven solutions revolutionising content discovery, viewer insights, and targeted advertising strategies.
Interim Head of Delivery Operations
- Responsible for 24/7 operational support teams located in UK and India
- Tasked with restructuring and building the support team in India
- Conducted process audits looking for efficiencies and ensuring quality gates were introduced to allow a better service from the support teams
- Tasked with identifying and supporting the New Head of Delivery Operation while they establish themselves in the role.
Global Logic Apr 2022– Oct 2024
Digital Product Engineering company
Talent Development Manager Cloud Practice
- Responsible for all people management activities from onboarding and induction to exit in line with staff policies and procedure
- Conducted regular 1 to 1 sessions and quarterly reviews in line with creation of personal development plans.
- Provided coaching and mentoring to staff at both an individual and at a group level where appropriate.
- Owned Consultant utilisation at a team and individual basis in line with both company targets and Consultant development.
- Tracked attrition trends and formulated retention and succession plans accordingly
- Designed tailored training paths for professional qualifications ensuring alignment to the Capability strategy and allowing strategic partnerships with major vendors (AWS, GCP, Azure and Akamai)
- Member of UK DEI Project Team
- As part of the Wellbeing Committee enabled the creation of wellbeing initiatives and protocols for all Global Logic staff in the UK
- Managed the collective resource pool in alignment with current organisational priorities ensuring the best resources were assigned to the correct role and drove optimal performance and delivery for the customer.
- Managed unallocated resources ensuring that they were developed in alignment with personal and strategic priorities and had visibility of current and upcoming roles ensuring maximum engagement while unassigned.
Key Achievements
- Creation and scaling of a new Cloud Practice covering AWS, Azure GCP and Akamai taking the practice from 20 to over 50 members
- Key team member in organisational restructuring project
- Extensive experience with Redundancy programs and settlement agreements
- Establishment of Wellbeing committee and recertification as a Mental Health First Aider
The Nursing and Midwifery Council Dec 2021– Apr 2022
Independent Regulator for nurses and midwives in the UK, and nursing associates.
Interim Head of Investigations
- Led a large multidisciplinary function that carried out a range of activities including investigation, case management, risk assessment and the provision of legal advice. This also included the management of external providers of legal investigation services.
- I was responsible for high quality, proportionate and person-centred investigation and management of cases within agreed SLA’s taking personal responsibility for making complex case management decisions. I carried out this role in a setting which was subject to governance and scrutiny given the importance of role the Nursing and Midwifery Council carries out.
- This was a fixed term contract to allow a continuation of service while the organisation restructured.
Key Achievements
- Re-establishment of team communication and reporting channels
- Implemented new processes for the allocation of cases, streamlining existing processes and reducing the case backlog.
Adarma Security, (Acquired from ECS)
Nov 2018– May 2021
One of the largest independent cybersecurity services companies in the UK
Senior Talent Development Manager and Professional Services Operations Manager, Nov 2018 – May 2021
- Spearheaded the Talent Development function with accountability for resourcing, development, wellbeing, and retention of 200+ billable members of staff.
- Managed the Resource Management team and ensured that the customer and project resources requirements were aligned.
- Member of the Adarma Risk Council responsible for all risk for Service Delivery.
- Administered all the onboarding activities for staff joining Adarma and the staff joining customer sites.
- Ensured that the technical development of the talent is aligned with company strategy.
- Monitored employee performance and assessed the employee performance against customer service level agreements to ensure performance met or exceeded customer service level agreements.
- Created Training Academy for new graduates and designed a structured program including technical training, soft skill training and practical experience to upskill new graduates in a reduced timeframe making Adarma the company of choice for new Cyber graduates.
- Oversaw the interview process for all the billable staff and all performance improvement plans for 200+ employees and documentation for 2400+ one to one’s
- Maintained relationship with major universities that specialised in Cybersecurity and ensured that Adarma had the best visibility of graduate talent.
- Accountable for all offboarding actions for all billable employees. Led the promotion and pay awards cycles for all billable resources.
- Established DEI Committee
Key Achievement - A key member of the project team that facilitated buy-out from ECS and creating the largest independent Cyber Security company in the UK with a record turnover of £41Mn. Increased the staff strength from 171 in 2018 to 237 in 2019.
- Led the talent management function. Established teams in Edinburgh and London who managed 200+ employees.
- Increased the billable resource utilisation from 65% to 85% as an Operations Manager of the Professional Services division.
- A key member of the COVID19 Pandemic management team. Supported the migration of different roles from office to WFH locations. Extended 24/7 support for moving two onsite Security Operations Centres while achieving all customer service level agreements.
- Owned the rollout of the bespoke Career and Capability Framework. Facilitated continuous appraisal system that allowed flexibility with promotion and pay and rewards and minimised staff turnover by rewarding good performance timely.
- Worked with Splunk training to streamline the training request process reducing the administration and time taken to request Splunk training from 30 days to 1 day. This process helped Adarma have the largest number of Splunk consultants and certifications in Europe.
- A key member of the IR35 project within Adarma ensured assessment of all contractors to highlight their IR35 status and the IR35 requirements of the customer. Converted several contractors to permanent members of staff, improving both experience pool and skillset levels and increasing profit margins and reducing reliance on consultants.
ECS Dec 2010 – Nov 2018
Large independent IT service company specialising in delivering Enterprise Transformation
Client Service Manager, Glasgow, Jan 2016 – Nov 2018
- Promoted as a Client Service Manager to manage ECS’s biggest customer Lloyds Banking Group, worth £35Mn that accounted for more than 50% of the organisation’s turnover.
- Managed 50 staff members in the biggest site in Edinburgh that covered all aspects of service capabilities, including Cyber Security, Project Management, Development, Cloud Engineers and Server Admins.
- Onboarded new staff into the Bank. Forecasted resource planning for new projects and developing new service proposals.
- Appraised performance of 50+ members. Worked with the heads of 4 main practices to align resources training tracks and ensuring that all resources are developed in line with the organisation’s technical strategy and customer requirements.
- Selected as part of the GDPR task force for ECS for all Client Service Managers.
- Managed delivery of new process to update end of the year assessment process that was manual. Created an online portal for completing the process used by 500+ members that reduced the time taken to complete and centralise the information.
- Supported the business growth from £5Mn to £90Mn in 8 years and scaled employee strength from 50 to 600.
Key Achievements
- Received 2 Outstanding achievement awards.
- Supported a non-performing application packing project.
- Managed cybersecurity business for a customer who recorded a turnover of £35Mn with 287 employees.
- Created an online end of year portal used by over 500 members of staff.
Practice Manager, Glasgow, Jan 2014 – Jan 2016
- Managed a team of 15 employees and onboarded new staff.
- Coordinated with the Head of Data Practice to develop the practice, devise training plans and develop resources.
- Analysed the skill sets to create a skills matrix. Developed technical and soft skill training by designing customised training programs to allow fast-tracked upskilling of team members in any new technologies.
- Worked with vendors including Oracle, Citrix and Splunk to ensure that all team members certifications were up to date and relevant for the services we were providing.
- Managed administration for practice members, including absence, HR issues and disciplinary requirements.
- Monitored performance of all staff members. Ensured that merit performances were rewarded and recommended to the Board for approval.
- Created customised training programmes for underperforming employees.
Key Achievements
- Supported the business during growth phases. Scaled the team from 30 to 500.
Application Packaging Centre Manager, Glasgow, Dec 2010 – Jan 2014
- Managed a team of 5 UK based application packagers and remote packaging teams in India.
- Created a new onboarding process and mobilisation toolkit for new customers. Single point of contact for all reporting on packing centre performance. Service Delivery Manager for application packing for all customers.
- Created ECS’s first Application Packaging Factory allowing the organisation to fulfil its first-ever application packaging project with a major UK bank. Ensured standard process, high quality, and increased throughput for the factory. Scaled from 5 to 50 people in Glasgow and India.
- Oversaw the delivery of MSI and Virtual application packages for all ECS customers.
- Created an offshore Application Packaging Facility in Pune, India, creating 50 new roles to deliver a larger number of application packages for a wider customer base.
- Worked with the finance team to ensure accurate reporting streamlining the invoicing process, and ensuring accurate billing for all customers.
- Volunteered to be one of the key holders for the office and managed any emergency actions points that may arise.
- Worked with all team members to identify training and development needs and create customised training programs to maximise development.
- Managed performance of team members through regular face to face meetings to discuss performance, training, and all other issues.
Key Achievements
- Headhunted by ECS to help them create their application packing service as they had won a large project for a major UK bank and did not have the correct structure to deliver it.
- Restructured the team and put in the necessary process and governance to deliver the project on time (6 months) and within budget (£750,000).
