From control rooms
to global operations.

• Defined and executed an enterprise-wide operations and observability strategy, improving service resilience and enabling proactive incident management across global markets.
• Established a data-driven operating model, integrating metrics, logs, events and traces into a unified platform to enhance decision-making and operational visibility.
• Led the development of automation and auto-remediation capabilities, reducing service disruption and improving reliability across customer-facing and restaurant technologies.
• Drove standardisation of telemetry and data integration, improving signal quality, reducing noise and enabling scalable insight generation.
• Built and led a high-performing global team, fostering a culture of collaboration, innovation and continuous improvement.
• Partnered with senior stakeholders to ensure technology operations are aligned to business performance, customer experience and store operations outcomes.

• Owned end-to-end service operations strategy across the UK & Ireland estate, supporting both restaurant and corporate technology environments.
• Acted as the accountable leader for technology service performance, aligning operational delivery with franchisee, restaurant and customer outcomes.
• Defined and implemented a business-aligned service operating model, shifting focus from IT metrics to operational and customer impact.
• Introduced governance, measurement frameworks and performance models that improved service quality, accountability and behavioural outcomes across the organisation.
• Led strategic programmes underpinning digital and operational growth, ensuring alignment with broader business objectives.
• Drove commercial and vendor performance, partnering with key suppliers to maximise value, accountability and service effectiveness.

McDonald’s (consulting phase)

• Introduced a restaurant-centric service measurement model, aligning service quality metrics to real operational conditions and improving relevance at the frontline.
• Enabled more effective identification of service improvement opportunities, supporting continuous operational improvement across the restaurant estate.
• Conducted a comprehensive review of the production environment and partner ecosystem, assessing service performance, reliability and commercial value delivered by external providers.
• Ensured supplier contributions were aligned to business outcomes, operational performance and strategic objectives.

Barracuda

• Designed and delivered a cloud modernisation strategy, including lift-and-shift, containerisation and platform security using Kubernetes and WAFaaS.

Fortinet

• Developed a secure product service framework for protecting Electronic Health Record (EHR) systems, supporting compliance and data protection requirements.

Hanu

• Delivered a Security Operations Centre as a Service (SOCaaS) on Microsoft Azure within four months, improving customer retention and strengthening cloud security capabilities.
• Integrated Fortinet technologies with managed services to provide end-to-end security coverage across hybrid environments.
• Advised senior leadership on organisational transformation, service delivery improvement and commercial management practices.

• Aligned enterprise technology strategy with business and clinical operations, overseeing a £21M annual budget and £10M+ transformation portfolio.
• Introduced structured portfolio governance and delivery frameworks, improving alignment between strategy, investment and execution.
• Strengthened stakeholder engagement and demand management, ensuring clear requirement definition and improved delivery outcomes.
• Led enterprise service transformation, embedding ITIL-based operating models and significantly improving stakeholder confidence and service performance.
• Defined technology strategy and service model for a £40M flagship hospital, enabling world-class patient care and operational efficiency.
• Delivered major transformation initiatives including a £14M cloud-based supply chain platform, ensuring GDPR and HIPAA compliance.
• Led legacy modernisation, migrating core systems from AS400/COBOL to Microsoft Azure, enabling digital access and enhancing customer experience.

• Defined and executed enterprise IT service strategy and operating model, aligning infrastructure and service delivery with business and clinical requirements.
• Led transformation of IT operations, restructuring services into Infrastructure, End-User and DevOps/Innovation, improving efficiency and accountability.
• Reduced operational resource utilisation by ~25% while maintaining service quality and performance.
• Designed and implemented a hybrid cloud platform strategy (70% cloud / 30% on-premises), enabling scalability, resilience and cost optimisation.
• Supported 300+ critical applications and services, ensuring alignment with global architecture, security standards and regulatory requirements.
• Leveraged strategic platforms (Azure, Cisco SDN, Nutanix, Citrix Cloud, Fortinet) to enhance performance, scalability and security across the estate.

• Brought in by the CIO to stabilise and recover a high-risk £10M clinical systems transformation programme, addressing delivery delays, cost overruns and governance gaps.
• Established robust governance, financial controls and delivery frameworks, restoring stakeholder confidence and improving programme predictability.
• Led cross-functional teams across legal, finance and commercial functions to drive clear objectives, improved cost control and value realisation.
• Directed a complex vendor selection and procurement process, securing strategic partnerships with McKesson, Philips and Lexmark.
• Increased programme delivery scope by ~25%, accelerating the rollout of critical radiology and cardiology systems.
• Delivered integrated clinical capabilities including archiving, cardiovascular imaging and vendor-neutral data platforms, enhancing patient care and long-term data strategy.

• Delivered a programme of multiple workstreams within a keep-the-lights-on initiative, maintaining currency on key line-of-business applications and infrastructure to minimise technical debt across the IT estate.
• Completed eight application upgrades focused on insurance risk modelling and eight customer code releases, ensuring regulatory compliance within the UK and Dutch insurance markets.
• Deployed VMware server virtualisation, releasing datacentre space, reducing costs and improving DR capability, and remediated end-of-life Windows OS, SQL Server and anti-virus solutions.
• Transformed legacy storage onto an HP fibre storage array on a pay-as-you-go per-gigabyte model, enabling a refresh of the Citrix VDI farm and other strategic block-storage-dependent hardware.

• Ensured client needs were satisfied by building partnerships between the client, the account Project Executive, delivery organisations, vendors and subcontractors.
• Managed a portfolio of cloud services to cost, schedule and deliverables as requested by the customer’s DevOps team.

• Delivered a portfolio of PCI compliance projects covering systems segregation, encryption and two-factor authentication for a mixed mainframe and mid-range environment.

• Brought in to own a continually improving service while reducing incident occurrence, controlling a £25M P&L with a target margin of 25%.
• Led a near-shore (Poland) and off-shore (India) team of 100 within a complex commercial and SLA construct, with IBM owning end-to-end delivery supported by Accenture.
• Achieved a 75% reduction in service outages with no SLA failures for 14 consecutive months, and a CSAT rating of 9/10 across operations, storage and DR, up from a three-year high of 3/10, within one year.

• Asked by the customer to move from project to operational delivery.
• Accountable for circa 16 million phone calls a month for over 75,000 users, and connectivity across 2 data centres, 146 offices, 1,932 branches and 3,900 cashpoints, with no SLA breach for over three years.
• Reduced operational costs by a third and upgraded all networking infrastructure for Lloyds’ offices over six months without customer impact, through overnight and weekend transformation.
• Also subject matter expert and service lead for voice services, and account exit transformation programme manager.

• Devised the delivery strategy, plan, tools and processes, leading a team of 15 project managers and a supporting PMO.
• Implemented new LAN, WAN (fibre point-to-point and MPLS) and Cisco IPT services for 2 data centres, 146 offices, 1,932 branches and 3,900 cashpoints.

• Delivered a £3.5M unified IT service transformation, integrating service delivery across 205 council sites including offices, schools and libraries.
• Partnered with major managed service providers (BT, Secro) to deliver a multi-vendor service model, improving coordination and delivery effectiveness.
• Implemented an integrated service desk and support model, enhancing service accessibility and user experience across a distributed workforce.
• Delivered a converged voice, data and infrastructure platform, improving connectivity, scalability and operational resilience.
• Enabled remote working and modern service capabilities, supporting flexible workforce operations across the organisation.

• Led a team of 10 developers to design and deliver AI-based simulation training software for emergency services, including the Fire Brigade and Cobra Command.
• Directed a six-month transformation programme, introducing new operating models and validating technical and commercial viability.
• Conducted technical and operational due diligence, supporting a successful £2.2M investment from Alion Science & Technology Group.
• Developed and implemented programme and operational management frameworks, improving delivery efficiency and governance.
• Applied structured delivery methodologies (Agile / ITIL) to ensure consistent, high-quality outcomes across development and operations.

• Led a team of 30 and managed a £2.5M budget, delivering large-scale datacentre programmes across Poland, France and the UK.
• Built and managed strategic supplier partnerships, ensuring successful multi-country delivery of complex infrastructure projects.
• Delivered a unified network for 8,500 users at HSBC Tower ahead of schedule and within budget, enabling consolidation of business units.
• Drove operational efficiency initiatives achieving £1.4M annual savings, delivering full ROI within two years.
• Supported transformation of O2’s core mobile network, contributing to £1.3B in savings over five years.
• Delivered Nortel’s first 3G mobile data demonstration, enabling global adoption of next-generation mobile data capabilities.

• Delivered three high-value, complex technology programmes across telecommunications and media clients, all on time and within budget.
• Directed delivery of a £0.6M 3G applications platform for O2, enabling early mobile service innovation through a fully integrated application suite.
• Led development of a £1.3M ISP and eCommerce hosting platform for Atlantic Telecom, from design through to go-live.
• Managed a £2.1M upgrade of network management platforms for BSkyB, enhancing operational capability and supporting evolving service demands.

• Managed and delivered two mission-critical transformation programmes within the Ministry of Defence, both on time and within budget.
• Led Millennium (Y2K) remediation, ensuring continuity and operational readiness of critical military systems and equipment.
• Directed the upgrade of LAN and WAN infrastructure across Army Divisional and Brigade Headquarters, improving connectivity, resilience and support for mission-critical operations.

• Worked as a manufacturing process control engineer on large industrial plants such as stacker reclaimers and ball mills, focused on operational efficiency, safety and product quality.
• Designed, implemented and optimised automated control systems to monitor and regulate machinery and production processes.
• In pharmaceutical manufacturing, maintained regulatory compliance, validated production processes and upheld stringent quality standards.
• Worked with multidisciplinary teams to troubleshoot process issues, analyse performance data and drive continuous improvement.
• Integrated new technologies and oversaw system upgrades to minimise downtime, maximise throughput and support reliable large-scale operations.