Operations Director at Cheil (Samsung Europe) (2018-02 – 2026-02)
Led international operations function across 18 European countries, running integrated shared service operation supporting 34 Samsung.com EU sites with £16M budget accountability.
- Led a 74-person international operations function (23 direct reports) across 18 European countries, running an integrated shared service operation supporting 34 Samsung.com EU sites, accountable for £16M budget.
- Designed and implemented a centralized shared services operating model, improving speed to market, and reducing global operational costs by £2M, whilst scaling headcount to meet demand.
- Directed end to end digital launch operations for multiple flagship Samsung products across 28 languages under strict security and global release protocols, ensuring zero leaks and flawless execution.
- Served as senior partner to Samsung leadership, ensuring alignment of service performance, operational governance, and continuous improvement.
- Implemented global language translation service provider and led SEO certification across all markets to improve local site visibility.
Service Manager at Condé Nast International (2013-08 – 2018-02)
Managed global enterprise platforms in Europe and Asia for 3,000+ users, aligned services with ITIL, ISO27001, and GDPR across 10 markets.
- Managed global enterprise platforms in Europe and Asia for 3,000+ users, covering Salesforce, ServiceNow, Jira, Confluence, Okta, Adobe DAM, G Suite, and Microsoft 365.
- Aligned global services with ITIL, ISO27001, and GDPR, leading security audits and compliance programmes across 10 markets.
- Implemented ServiceNow enterprise-wide to standardise service desk operations and support automated infrastructure deployments.
- Directed migrations from OneLogin to Okta and from Office 365 to G Suite, improving security and simplifying application rollout.
- Supported centralised procurement, reducing Office 365 costs by £1.1M across Europe and Asia.
- Managed full-service delivery lifecycle using ITIL and Agile methodologies.
- Conducted security audits and wrote security policies aligned with ISO27001, and EU GDPR.
- Established business risk register, risk matrix, and disaster recovery and business continuity reviews.
Service Delivery Manager at ihotdesk (2011-06 – 2013-07)
Managed outsourced IT services for four key clients, covering infrastructure, networks, and systems, with continuous service improvement initiatives.
- Managed outsourced IT services for four key clients, covering infrastructure, networks, and systems.
- Streamlined processes and implemented continuous service improvement initiatives to reduce outages and enhance service quality.
- Supervised seven IT technicians across four sites, delivering performance reviews and development plans.
- Cut unplanned outages and improved risk management by implementing and documenting process changes at all client sites.
- Project-managed migration of 120 users to a hosted Citrix desktop service under tight deadlines.
- Audited seven client sites, tested disaster recovery plans, and delivered business continuity recommendations.
- Monitored KPIs and SLAs, revising metrics to improve fault resolution performance.
Customer Service Manager at Dubsat (2003-01 – 2011-04)
Managed global 24/7 support team overseeing global infrastructure, networks, and data centres supporting SaaS and ISP services.
- Managed a global 24/7 support team of nine specialists across systems, networks, and technical support.
- Oversaw global infrastructure, networks, and data centres supporting SaaS and ISP services for major media organisations.
- Reduced infrastructure expenditure by 50% by consolidating 15 racks and 50 servers into three racks through VMware virtualisation, improving stability and reducing on-call overheads by 45%.
- Improved team morale and reduced escalations by redesigning on-call processes and coverage.
- Implemented LiveChat to improve client support and reduce ticket resolution time.
- Provided 24/7 on-call support for global managed services.
Operations Engineer at Dubsat (formerly Vio Worldwide Ltd.) (2001-01 – 2003-01)
Configured network infrastructure, managed DNS, firewalls, and intrusion detection services for ISP and global SaaS services.
- Configured Cisco routers and managed network infrastructure for ISP and global SaaS services.
- Managed DNS, firewalls, and intrusion detection services for global clients.
- Built and deployed Windows and Linux servers for SaaS environments.
- Part of on-call team supporting 24/7 managed services, networks and global clients.
Application Support Specialist at Dubsat (formerly Vio Worldwide Ltd.) (2000-01 – 2001-01)
Delivered technical support for global SaaS platforms and authored user documentation.
- Delivered technical support for global SaaS platforms.
- Authored the user handbook for global SaaS services.
IT Manager, IT Technician, IT Manager & EPOS, Stock Control Manager at Various (1992-01 – 2000-12)
Earlier roles spanning IT management and technical support positions.
