Summary
An accomplished Service Architect hailing from a strong GEC engineering background. I possess an outstanding track record in the design, transition, and delivery of a wide array of services. My process and documentation skills are exemplary, honed through years of practical problem-solving and a pragmatic, straight-talking approach. I excel in asking the critical questions and challenging existing answers, leveraging my extensive knowledge and resourcefulness to tackle a wide variety of challenges. My marketing and communication talents are particularly effective in crafting bid responses and developing compelling collateral. With a keen analytical eye, I dissect projects within a programme to construct a comprehensive, top-down perspective, ensuring integrated solutions that align with security, functional, and organisational objectives. Specialising in sovereign cloud, I am adept at delivering operational support and service management, particularly within the Public Sector where my security clearance proves a valuable asset. As a self-motivated individual, I am known for going the extra mile, completing tasks with dedication. I share my knowledge and experience to help individuals grow and build brilliant teams.
Core Skills
• Strategic thinking and planning
• Service Design, Transition and Management
• Practical, ITIL certified, delivery experience
• C-Level engagement
• Azure, AWS and OCI cloud migration
• Product and service lifecycle management
• Identity and Access Management (IdAM)
• Government procurement frameworks
• Business and IT process mapping and design
• Project Management – Agile and Waterfall
• Excellent verbal and written communication
• Highly numerate and analytical
• Vendor selection and management
• Contract negotiation – OLAs, SLAs & KPIs
• Cost models, business cases, RoI & TCO
• Government Digital Services (GDS)
• Bid management - RFI and RFQ responses
• Government Secure by Design principles
• Mentoring, coaching and team development
• Word, Visio, Excel and Confluence expert.
Employment History
Service Architect (Contractor) – Ministry of Defence via Sopra Steria (Jun 22 – May 25)
Designed and implemented service architecture solutions for Ministry of Defence projects. Outcomes included:
• Migrated on-premise and outsourced services to in-house managed and supported, sovereign cloud
• Transformed internal IT support team and transitioned to a new ITIL based, Service Management approach
• Created a multi-layer, zero-trust security architecture incorporating Privileged Access Management
• Integrated tools and applications from Fortinet, IBM, Microsoft, Splunk and One Identity in AWS and OCI.
Key Achievements:
• Produce Service Designs to implement IdAM (Safeguard), SOC/SIEM (Splunk), ITSM (ServiceNow and SolarWinds) tooling and processes, MI Reporting, data quality management and Salesforce CRM ticketing
• During my 3 years on the programme, we successfully completed delivering 24 new, zero-trust, monitored, Privileged Accessed, Service Managed, live, operational sovereign cloud services.
Service Architect (Contractor) – Ministry of Justice (Oct 21 – Jun 22)
Service Architect on the Prison Technology Transformation Programme to:
• Replace legacy, outsourced solutions with in-house, cloud-based capability
• Build a new IT support organisation and design and implement ITIL based, Service Management capability
• Migrate data and services from incumbent data centres to a common structure using SharePoint Online. This involved designing and operating the Proof of Concept to trial the Transition process for prisons.
Service Architect (Contractor) - QinetiQ (Oct 20 - Oct 21)
Operating in an internal and client facing capacity, responsible for Service Design, realisation, Transition, planning, estimating and costing for large Government projects. Programmes included:
• Skynet 6 (MoD Satellites) Service Assurance for the Airbus consortium Service Delivery Wrap
• New Geospatial Services (NGS) management and support of Service Design and Transition
• Nebula (secure managed compute) – Transition from agile DevOps team to Business Services (IT) support
• Harvesting and standardising collateral from cybersecurity proposals to build an efficient bid library.
Service Architect (Contractor) - Foreign and Commonwealth Office Services (Mar 18 – Sep 20)
Working in the Service Management team, my role was to design and deliver, secure, end-to-end global solutions for clients including the FCDO, Partners Across Government and members of the five eyes. Key responsibilities:
• ITSM (ITIL based) Service Design, Transition and Operation
• Production of service artefacts - process flows, user guides and the Service Operations Manual (SOM)
• Change (Impact Assessment), Risk and Issue Management (RAID)
• Service Assurance and Continual Service Improvement
• Negotiating 3rd party relationships – contract schedules, MoUs, OLAs and RACI matrices
• Change Impact Assessment, cost modelling and pricing
• Service Delivery Management and reporting.
Key Achievements:
• Architect of the international support solution for tier 2 (AS) Government communications
• Designed and deployed a process to conduct prototype trials and proof of concept projects
• Automated planning of service delivery, performance monitoring and MI reporting
• Developed a field personnel database tool to track and fill international vacancies
• Implemented Procurement as a Service (PaaS) for a five eyes partner
• Horizon planning (service status and recovery plan) for Covid-19 pandemic.
Service Architect & Portfolio Manager - Networking and Security (SCC) (Feb 2012 – Feb 2018)
A Service Architect is the key interface for capturing client and user requirements. These are interpreted to design and build a solution that delivers the desired business outcomes. Key responsibilities:
• Design and Transition of services
• Data centre migration
• Client facing technical sales
• Facilitating requirements capture and transition workshops
• Customer success management
• Bid management
• Contract negotiation
• Business change management
• SME for managed services
• Mentoring and coaching sales teams
• Tool and process development
• Proposition strategy
• Service lifecycle management
• Competitor analysis and market research
• Project management
• Crafting marketing collateral
• Service launch (programme and events).
Key Achievements:
• Won and delivered £10m+ of annuity contracts, delivering 100+ bid wins
• Accelerated Cisco support quoting process by 90%
• Improved Cisco rebate by 25%
• Reduced support costs by 20%
• Developed SCC Assure service to promote longer term client relationships
• Network managed services to enhance the portfolio and improve competitiveness
• Defined the managed service strategy and roadmap.
Previous Permanent Roles (Sep 1985 – Feb 2012)
• Services Designer/Portfolio Manager (BT iNet, BT Engage IT)
• Customer Solution/Success Manager at Ericsson (IP Telecommunication Solutions)
• Product Manager for OSS/BSS at Marconi (Billing and Administration applications)
• Graduate recruitment, mentoring and staff development at GPT
• Project Manager and team leader at GPT (Developing Next Generation Communications)
• Software design and development at GEC Plessey Telecoms (GPT TDM Telecommunications)
• Senior software developer at Lee Dickens (SCADA & Telemetry)
• Hardware development and support engineer at Gestetner (Lithography).
Qualifications
Mentor, Power Point, CRM, Innovation, Enhance, Mediate, Adapt, Streamline, Reduce, Attain, Build, Collaborate, Solve, Prove, Create, Secure, Organise, Improve, Demonstrate, Analyse, Verify, Evaluate, Examine, Project, Formulate. Express, Influence, Present, Moderate, Negotiate, Inform. Administer, Lead, Oversee, Review. Visualise, Shape, Conceptualise, Institute, Brainstorm. IOT, AWS, Azure, SIAM, Target Operating Model, Prince 2, TOGAF, Interpersonal Skills, Analytic Skills, SOA, Zachman, UML, PMO, Waterfall, Agile, Budget, Full Lifecycle.
Mentor, Power Point, CRM, Innovation, Enhance, Mediate, Adapt, Streamline, Reduce, Attain, Build, Collaborate, Solve, Prove, Create, Secure, Organise, Improve, Demonstrate, Analyse, Verify, Evaluate, Examine, Project, Formulate. Express, Influence, Present, Moderate, Negotiate, Inform. Administer, Lead, Oversee, Review. Visualise, Shape, Conceptualise, Institute, Brainstorm. IOT, AWS, Azure, SIAM, Target Operating Model, Prince 2, TOGAF, Interpersonal Skills, Analytic Skills, SOA, Zachman, UML, PMO, Waterfall, Agile, Budget, Full Lifecycle.
Coventry University
B.Sc. Hons (2.1) in Computer and Control Systems
ITIL
Continuous Service Improvement
Service Release Control and Verification
Intermediate Service Strategy
Intermediate Service Design
Foundation
Chartered Institute of Marketing
Diploma in Marketing Management
Certificate in Marketing Practice
Personal Details
Suitable for SC and DV cleared roles.
Hobbies: Photography, travel, sport, quizzes, community and local charity projects.
