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
June 2019 - PresentBT
Senior Unit Manager - Network Operations
Currently working as Senior Unit Lead, Network Operations, Leading a team of 120 Day & 24/7 Shift Delivery, Operations and Support Engineers & 7 Leaders 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
Led a team of onshore and offshore testers, testing BT IPTV for BT TV. During this time the wider team moved from the waterfall method of working to agile DevOps methods. This meant transforming the team into Squads and restructuring the roles to complement the new ways of working. Also managed a Squad as a Scrum Master as part of this transformation.
December 2016 - May 2018BT
Responsible for delivering new functionality into the Billing and Orders areas of Consumer.com. Managed issues, ensuring that the business and customer impacts were understood, and that there were fixes planned, or being worked on. Responsible for 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 what the benefits were. Set the strategic direction for release management and implemented a new release model.
April 2012 - December 2014BT
Business Release Project Manager
Responsible for working with the business community to ensure that demands progressed throughout the newly implemented lifecycle and were delivered within major releases.
February 2011 - April 2012BT
End to End Test Manager
Worked as a Product Test Manager for HE MEAS Radio. Responsible for organising test teams and preparing the test environments prior to testing. This included arranging for suitable test assets to test with so that live customers and their data were not affected by testing; base lining the testing scope and strategy; collating test cases (or writing them where there were none); and performing quality gates and post implementation reviews to improve testing standards going forward.
January 2008 - January 2011BT
Service Introduction Project Manager
Worked as a Service Introduction Project Manager for Service Introduction Operations within BT Operate. A significant element of this role was continuous improvement to improve the end user experience. Responsible for a portfolio of projects relating to Harmonised Ethernet, Lift and Shift, and Planned Engineering Works & Upgrades. These all needed to be carefully managed and co-ordinated to ensure they aligned to the overall programme of deliveries for each area.
January 2007 - December 2007BT
Lead Project Manager
Lead Project Manager (on a short-term assignment) for two large, technically complex projects: the introduction of virtual servers into Data Centres for Wholesale Broadband Connect (WBC) and a disaster recovery project to ensure fallback and resiliency for Reuters.
September 2005 - October 2006BT
Worked on a Global Services Short Term Assignment for the ‘UK Manufacturing, Construction and Services’ sector, as a Project Manager. Solely responsible for the formalisation, design and implementation of project management processes and procedures to use across the Programme Management team within Mid Markets.
May 2000 - October 2005BT
Lead Integration Manager
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.