20+ Years of Experience
2020 - PresentThe Open University
MBA in Technology Management
2003 - 2008The Open University
BA (Hons) Business Studies with Systems Practice
2002West Suffolk College
A Level Business Studies
1995Woodham Comprehensive School
January 2021 - PresentChase Resources Ltd
An independent Business Consultant responsible for demonstrating a sound understanding of the company's strategic direction in order to increase sales and revenue by identifying potential growth opportunities and maximising ROI. This involves product sourcing, setting pricing strategy, copy writing standards, identifying under-performing products and product categories, liaison with new and existing suppliers to introduce new products, and improving the existing website content. This is done by using Google Analytics, Google Ads and other external and internal sales reporting tools to perform an analysis of customer behaviour and buying patterns, and performing Search Engine Optimisation to improve website content and increase visibility to search engines.
June 2019 - December 2020BT
Senior Unit Manager - Network Operations
As a Senior Unit Manager for Network Operations I was responsible for leading a team of 8 Direct Reports and 130 (Day & 24/7 Shift) Delivery, Operations and Support Engineers. Responsible for service availability, network surveillance, restoration, repair and maintenance of BT’s network & critical supporting infrastructure - upon which all customer service depends. The Dynamic Network Operations Centre maintains the majority of BT’s Networks, underpinning more than £20 billion worth of revenue per annum for BT Group.
June 2018 - June 2019BT
IPTV Test Lead
Responsible for leading the BT TV end to end Functional Testing Team. Transformed ways of working from the traditional Waterfall Model to an Agile DevOps Model; providing faster feedback loops, improved automation, better visibility of test performance at all stages of the test life-cycle, and full end to end traceability of tests. Also led a squad as a Scrum Master as part of this work in order to assist with the transformation.
December 2016 - May 2018BT
Programme Manager for BT Consumer CIO (Chief Information Office) refining requirements and creating stories in STORM (a user story management tool); produced a requirements plan, a trials strategy, created a cost breakdown structure, a work breakdown structure, risk mitigation plan, and engaged with key stakeholders across the project, managing expectations throughout. Bringing together multiple related projects and managing interdependencies. Responsible for delivering new functionality into the Billing and Orders areas of consumer.com. Responsible for delivering benefits, such as reducing the number of customer and agent facing errors on consumer.com, resulting in a 70% reduction in customer errors, and a 90% reduction in agent errors in the same period.
January 2015 - December 2016BT
Head of Release & Deployment
Recruited by the Managing Director of Group CIO to introduce a formal release management process and associated governance. When I joined the team, there were releases almost every week, with poor tracking of deliveries, and the associated benefits. I set the strategic direction for release management, designed and implemented a new release model. All requirements are now documented using a user story management tool, and all follow a release model and work flow process, with just six major, and six minor releases per year, as opposed to 48 releases per year when I started the role. This was primarily to reduce overhead costs associated with regression testing of significant numbers of faults arising from multiple releases. Deliveries included release management of the world’s largest SaaS Oracle HR system, key projects for the Finance Transformation Programme, as well as Group Services functional changes. This included warehousing and distribution for EDF, BT Group’s first external customer. Since implementing a strict release model, with work-flow quality gates, and change control, there was not a single release related P1 or P2 incident during my time in this role. Reported to the BT Group MD on a weekly basis and attended the monthly Senior Management Team to present on release management progress.
September 2005 - December 2014BT
Senior Project Manager
Initially spent a few months retraining and gaining Project Management qualifications and certifications. Started as a Junior Project Manager but was rapidly promoted to a Senior Project Manager. Worked on a variety of technically complex projects throughout this time, including hardware, software and network deliveries. Responsible for project completion from concept through to delivery; change management throughout the life-cycle as dictated by competing demands and priorities and changes in scope; planning activities and milestones; allocating resource; monitoring progress against plans; forecasting progress; re-planning and re-scheduling as appropriate; building and motivating teams; co-ordinating work across different groups of people and teams; managing risks and issues, and focusing on critical success factors. Solving problems and putting the customer first to exceed expectations at all times. Highlights include: - Design and implementation of project management processes and procedures into BT Global Mid Markets - Introduction of Cloud Computing Data Centres for WBC (Wholesale Broadband Connect) - Disaster Recovery for Reuters - Change of preferred supplier to save costs - Introduction of automated processes and procedures to automate Field Engineering re-stocking levels - Introduction of operational support processes, saving BT £70m in lost contracts - Introduction of operational support systems to replace legacy systems
May 2000 - October 2005BT
Lead Test Manager
Initially employed as a contractor but offered a permanent position after one year. Responsible for project management of Systems Integration and User Testing for BT Call Minder and the first ever releases of BT Answer and BT Text. This involved planning the testing for numerous releases and approving roll-out to eight million Call Minder customers, and leading a team of testers including test resources from our external supplier.