Position Achievements:

Service Desk Development: Spearheaded the development and establishment of a new service desk, managing all aspects of the project including assessing needs and requirements, conducting product and pricing negotiations, ensuring business readiness, and overseeing promotional efforts.

ITIL-Based Service Management: Successfully delivered a new service solution, implementing ITIL-based service management processes. This initiative led to a 15% improvement in operational effectiveness and Service Level Agreement (SLA) performance.

IT Infrastructure Transformation: Led a complete overhaul of the IT systems, optimizing architecture, infrastructure hardware, and software, including the Epos system. Conducted a thorough review of procurement and vendor management, resulting in reduced operational costs and improved service response. Managed business change and stakeholder impact, ensuring that the IT department was recognized as a value creator and enabler with enhanced customer journey experiences, high KPIs, and improved SLA results.

Hotel Systems Migration: Managed the successful migration of hotel systems from Marriott Hotels to Goodwood, including the implementation of the new Delphi Hotel Management System. Supervised the migration of LAN, switches, routers, servers, hotel reservation platforms, Epos systems, guest Wi-Fi, and backup solutions to ensure seamless operational continuity.

E-commerce and Digital Sales: Drove £1.5m in sales through new e-commerce and digital platforms. Volunteered to redesign and rebrand the company website in collaboration with the marketing team. Successfully replaced the website and integrated hotel, F&B, retail, and membership sales into the platform, enhancing the online customer experience and maximizing cross-selling and up-selling opportunities.

IT and Digital Strategy: Led the development and execution of the IT and Digital Strategy, introducing a fully integrated and resilient systems design that included CMS, Epos, and e-commerce platforms adhering to PCI-DSS and PCA-DSS compliance standards. Migrated from an outdated standalone environment to a robust, resilient system design that optimized customer data capture, enabling the business to build customer profiles for more targeted marketing campaigns. The introduction of Citrix technologies improved the data center infrastructure and extended the end-user device lifecycle, enhancing the overall technology experience.

Data Centre Design and Implementation: Led the conception, design, and completion of a new core data centre, centralizing a dispersed fiber optic network. This initiative improved communication link resiliency and provided disaster recovery contingency through replication to a new recovery center.

Service Support Team Management: Managed multiple service support teams, including infrastructure and applications teams, ensuring seamless operations and alignment with business requirements.

Service Delivery Optimization: Designed and implemented new service delivery processes and procedures, creating an organized, responsive department that was better aligned with business needs.

SLA and KPI Reporting: Introduced new SLAs and KPI reporting mechanisms to monitor and improve service delivery. This data-driven approach helped identify performance gaps and provided insights for continual improvement.

Event Technology Solutions: Delivered innovative technology solutions for sponsors and exhibitors at the Festival of Speed and Revival seasonal attractions, contributing to a strong vendor and customer experience during these high-profile events.

Network Optimization: Maximized the potential of a private fibre network, increasing bandwidth and resiliency. This upgrade led to more efficient network segmentation and improved performance for end customers.