Business and Technology Transformation Specialist
STRATEGIC ADVISOR | TECHNOLOGY LEADERHSIP | WORKPLACE, CLOUD AND AI
Business and Technology Transformation Specialist
STRATEGIC ADVISOR | TECHNOLOGY LEADERHSIP | WORKPLACE, CLOUD AND AI
Delivering Measurable Outcomes
Introduction
I am an experienced technologist with a strong track record of leading digital, data, and service transformation in complex, customer facing organisations. I am motivated by using technology to make a real difference by modernising IT operations, so services are reliable, secure, and genuinely improve colleague and customer experiences
I collaborate with leadership, operational and delivery teams to diagnose the real constraints, develop clear strategy and roadmaps, establish practical governance, and convert intent into measurable execution.
Typical engagements include business and technology strategy development, programme or workstream mobilisation, operating model and service design, supplier and contract performance optimisation, and continuous service improvement across digital workplace, ITSM, and DEX.
My focus is reducing friction, improving user experience, strengthening operational control, and quantifying benefits through clear KPIs and value tracking.
Based in Manchester, UK
Professional Experience, Expertise and Impact
Professional Experience
Professional Experience
Professional Experience
- Technology transformation delivery leadership (interim, programme, workstream)
- Strategy to execution - with roadmaps, mobilisation and governance
- Target operating model design and service boundary definition
- Value realisation, KPI design, and benefits tracking
- Supplier, commercial, and alliance management
- Executive stakeholder management and decision facilitation
Technical Expertise
Professional Experience
Professional Experience
- Modern workplace and collaboration (M365, Teams, endpoint services)
- AI adoption for workplace and support (Copilot, GenAI enablement)
- Digital Employee Experience (DEX) and experience analytics
- Intelligent automation and conversational AI in service operations
- Device lifecycle, provisioning, logistics, and support operating models
- Meeting room and hybrid working technology
- Zero Trust principles for workplace and access patterns
Business Impact
Professional Experience
Business Impact
- Optimising cost: Reduce avoidable demand and cost to serve through CSI, automation, and pragmatic process change, backed by measurable KPIs.
- Mitigating risk: Improve operational control with governance, and disciplined change, maintaining resilience and compliance while introducing innovation.
- Supporting growth: Increase service performance and user experience to keep employees productive, and scale capability through standardised operating models and supplier performance uplift.
Client Success Stories in 2025
Insurance - Roadmap
Created a service evolution roadmap spanning Service Desk, Digital Employee Experience, and Endpoint Automation. Presented to CTO and IT leadership team.
Outcome - Directly influenced client strategy and investment priorities – triggering 3 new transformation programmes.
Insurance - Chat Translation
Set the strategy and built the business case for real time chat translation across 12 languages.
Outcome - Consolidation of 3 multilingual service desks into one service centre in Bangalore and reducing monthly service costs by £52k/month while maintaining positive CSAT.
Media & Advertising - Strategy
Media & Advertising - Strategy
Advised C-suite and IT stakeholders on strategy and selection of AI solutions for IT service management and end user engagement. Aligning technology choices to business outcomes, operational efficiency, and improved employee experience.
Outcome – Influenced decision making for ITSM platform and Gen-AI chatbot investment.
Manufacturing - M&A
Retail Bank - Meeting Rooms
Media & Advertising - Strategy
Led the technical integration of two acquired businesses in UK and Germany.
Outcome - Accelerating time to value through service and platform standardisation, aligning technology estates, and establishing consistent services and solutions to support operational efficiency and reduce operating cost.
Consumer Goods - Strategy
Retail Bank - Meeting Rooms
Retail Bank - Meeting Rooms
Influencing service desk modernisation vision, using GenAI driven knowledge creation
Outcome - Improved self-service, increased chatbot effectiveness, and reduced avoidable support demand.
Retail Bank - Meeting Rooms
Retail Bank - Meeting Rooms
Retail Bank - Meeting Rooms
Led initiative to standardisation meeting room technology.
Outcome - reduced meeting setup friction and improved colleague experience, contributing to productivity and NPS improvements.