ACADEMIC AND PROFESSIONAL BACKGROUND
Years of Experience
Service Design and Transition Horizontal Lead - Consultant - Walmart
April 2022 - To date
Responsible for the overall Service Design and Transition strategy, planning, reporting and managing service stability for Walmart’s and Asda’s multi billion divestiture. Working closely with The Tower Lead and senior leadership stakeholders across Walmart, Asda and third parties.
Head of Live Service - giffgaff
March 2017- April 2022
I was accountable for the overall “Service” provided by a vast list of partners that ultimately underpinned the overall member journey through the giffgaff website from acquisition through to in-life member experience.
Built a Service Operations (Live Service team) from the ground up by recruiting new members of the team and concluding the strategy to convert Managed Services staff into FTE.
Owned, reviewed, and improved the Security Incident Response plan which led to the introduction of a CERT function within my team after navigating key Security incidents and vulnerabilities at giffgaff.
Enabled our core Technology teams to successfully deploy over 14000 changes in 2021 by reviewing, redesigning, and implementing the Automated Change Enabling process in a CI/CD environment.
Achieved 99.93% website availability by ensuring Technology teams understood our Service Level requirements through regular performance reviews and PIR outcomes.
Drove the transformation from a basic online agent support form into a guided assist journey where members could self-service prior to raising a case. This was successfully rolled out using AB testing at the start of the program to deliver the desired outcome after delivering an MVP prior to full adoption of the base.
Successfully implemented giffgaff’s first ITSM tool (TopDesk) as soon as I joined the business with limited resources. Subsequently researched, selected, implemented, and delivered a replacement ITSM tool (ServiceNow) for TopDesk after identifying gaps in functionality and capabilities
Assessed, planned, and invoked giffgaff’s first full Business Continuity test weeks prior to the first Covid lockdown which resulted in a successful remote working outcome and identifying gaps in preparation for worst case scenario. Subsequently navigated the business through the first ever pandemic by working with IT and HR to enable employees with the right tools for continuation of service internally and to our members
ICT Service Management - Telefonica O2
April 2014 - March 2017
Built and ran a high performing ICT Managed Service help desk of 14 employees with a variety of cross skilled experience and capabilities. The team constantly achieved a 98% SLA for our high profile customers such as TFL, HRG, G4S, McDonalds, Santander and many more. Whilst leading the team, we delivered excellent support capabilities constantly in a fast paced environment to achieve Operational Excellence within the Telecommunication sector