Professional Development at Career Break & Professional Development (2025-07 – Present)
Took a short planned career break to support family commitments. Completed AgilePM Foundation & Practitioner and Microsoft Project training. Continued professional development in Agile delivery and service management. Now actively pursuing Service Delivery and Delivery Management opportunities.
- Completed AgilePM Foundation & Practitioner certification
- Completed Microsoft Project training
- Continued professional development in Agile delivery and service management
- Actively pursuing Service Delivery and Delivery Management opportunities
IT Service Delivery Manager at Admiral Insurance (2022-03 – 2025-07)
Led cross-functional delivery of service and operational change initiatives across multiple business areas within a regulated financial services environment. Delivered structured service improvement initiatives and managed third-party suppliers.
- Led cross-functional delivery of service and operational change initiatives across multiple business areas within a regulated financial services environment
- Delivered structured service improvement initiatives reducing recurring incidents by 25% within 12 months
- Partnered with Engineering, Infrastructure and Product teams to support digital capability launches and operational readiness
- Governed SLA/KPI performance frameworks improving transparency and accountability across stakeholders
- Developed SLA dashboards and KPI reporting to provide clear service performance insights to senior stakeholders
- Facilitated monthly service review meetings with internal teams and suppliers to assess SLA performance, trends and improvement actions
- Led major incident response coordination, improving recovery processes and stakeholder communication
- Managed third-party suppliers ensuring contractual compliance and service quality
- Identified and mitigated delivery risks to maintain project and operational stability
- Participated in and supported Change Advisory Board (CAB) processes ensuring controlled service change and operational stability
- Co-developed a new internal product function from inception through service transition to operational maturity
Technical & Support Roles (Customer Service, 1st Line, 2nd Line, EUC Support, Delivery Management) at Admiral Insurance (2014-11 – 2022-03)
Progressed through multiple technical and support roles in a large corporate environment.
- Progressed through Customer Service → 1st Line → 2nd Line → EUC Support → Delivery Management
- Supported technical rollouts and system upgrades in large corporate environment
- Built centralised knowledge base improving resolution efficiency and knowledge sharing
- Contributed to service optimisation and documentation improvements
- Collaborated with infrastructure, network and security teams to support service resilience and platform stability
Assistant Manager at Family Business (A Chain of News Agents) (2011 – 2014)
Managed relationships with third-party suppliers and oversaw day-to-day retail operations.
- Managed relationships with third-party suppliers, negotiating pricing, delivery schedules and stock availability to ensure optimal margins and consistent supply
- Reviewed supplier agreements and terms, ensuring commercial alignment and resolving discrepancies where required
- Monitored stock levels and demand trends, coordinating replenishment cycles to maintain availability while controlling costs
- Oversaw day-to-day retail operations including cash handling, customer service and inventory management
