Tim Williams Consulting LTD · PROGRAMME DELIVERY
Case studies from real transformation
Case studies from real transformation
programmes delivered successfully.
This page showcases a selection of programmes I’ve delivered across secure infrastructure, cloud transformation, digital workplace and enterprise environments. Each case study outlines the requirements, scope, delivery approach and measurable outcomes achieved.
These examples demonstrate how disciplined programme leadership, structured governance and multi‑supplier coordination come together to deliver successful transformation in complex, high‑risk environments.
CASE STUDIES
Programme Delivery Case Studies
Real-world examples of cyber security, cloud transformation and enterprise infrastructure programmes delivered across NHS, Defence and global organisations.
DIGITAL PRODUCT DELIVERY
Building the CPD App – From Concept to Launch
Designed and built a modern Continuing Professional Development (CPD) application that connects competency frameworks, CPD activity, evidence capture and development planning into one mobile‑ready platform. Delivered full product lifecycle from concept, UX design and data modelling through build, testing, launch and roadmap definition.
Overview
As Senior IT Programme Manager and product creator, I built the CPD App to solve
a clear problem: CPD tools are often outdated, fragmented and designed for HR
compliance rather than personal development. The CPD App provides a structured,
visual and evidence‑focused way for professionals and learners to manage growth.
Executive Summary
The CPD App integrates competency mapping, CPD logging, evidence capture and
development planning into a single, dynamic ecosystem. Designed for professionals,
students, apprentices, educators, employers and CPD providers.
Project Snapshot
A mobile‑ready CPD platform built on Base44, connecting capability, activity,
evidence and development planning.
- Full CPD logging system
- Competency wheel visualisation
- Evidence repository and portfolio
- User dashboard and metrics
- Exportable reports
- Mobile‑ready interface
- No evidence support for competency ratings
- No development‑plan linkage
- No gap analysis or prioritisation
- No integration between CPD log and competency framework
- Personal users – professionals, students, apprentices
- CPD providers – APM, BCS, PMI
- Education sector – colleges, training providers
- Employers – performance reviews and development tracking
- Competency mapping – visual wheel aligned to APM, BCS, PMI
- CPD logging – fast, structured activity capture
- Evidence capture – portfolio of documents, notes and proof
- Lifecycle framework
- CPD log with AI‑suggested entries
- Competency ratings and reporting
- Dashboard and KPIs
- Awards and badges
- Gap analysis and suggested tasks
- Evidence vault
- Development plan
- Career simulator
- To‑do list
- Full reporting suite
- Profile page
- Link to CV App
- Corporate and personal packages
- LinkedIn integration
- Badge level display
- Social sharing
- Light/dark mode
- Calendar integration
- Professional‑body integration
- Education dashboards
- Team‑based CPD management
- Enterprise licensing
- Modern, visual CPD experience
- Evidence‑driven competency development
- Integrated CPD, evidence and planning
- Scalable SaaS foundation
- Strong early‑adopter feedback
SECURE INFRASTRUCTURE
MET – Secure Infrastructure Transformation
A complete redesign and implementation of a secure public‑sector cloud platform, unified device ecosystem and integrated access to critical business applications across a nationwide encrypted WAN. This programme modernised the Home Office’s technology estate and strengthened operational capability at national scale.
Overview
We delivered a secure outsourced IT infrastructure platform within a compliant
public‑sector cloud environment. The programme introduced modern device
management, secure WAN connectivity and integrated access to critical business
applications supplied by multiple delivery partners.
The Challenge
The legacy estate suffered from fragmented infrastructure, inconsistent security
controls, ageing devices, siloed application access and increasing pressure to meet
stringent government security standards. A unified, secure, scalable platform was
required to support thousands of users across a protected national WAN.
Programme Mandate
The MET commissioned a full redesign and build of a secure cloud‑based
operating environment, including end‑to‑end secure services, multi‑partner
application integration and compliance with all government security and operational
standards.
Platform Design & Architecture
The new platform was engineered as the foundation for all services delivered across
the estate. Key architectural components included:
- Secure public‑sector cloud hosting (resilient, compliant, scalable)
- Unified device ecosystem (desktops, laptops, tablets, handheld devices)
- Encrypted WAN connectivity across all operational sites
- Centralised identity & access management
- Interoperability framework for partner‑provided applications
- Secure Email Services – protected communication across departments
- Remote Access – flexible, policy‑driven working
- Mobile Device Management (MDM) – full lifecycle control of mobile endpoints
- Managed & Hosted Device Services – provisioning, patching, compliance
- Application Access Integration – secure connectivity to critical business systems
- Architectural governance
- Security assurance
- Infrastructure build and deployment
- Device rollout and management
- Integration with partner‑provided applications
- Testing, transition and service onboarding
- Modern cloud platform replacing legacy infrastructure
- Unified device estate across all user groups
- Consistent security posture across all sites
- Improved operational resilience through cloud hosting
- Enhanced mobility via secure remote access and MDM
- Integrated access to critical business applications
- Future‑ready architecture supporting national responsibilities
LEGAL SECTOR
Gateley – Infrastructure, Workplace & Security Modernisation
A multi‑stream modernisation programme uplifting Gateley’s infrastructure, digital workplace, identity and access management, endpoint security, and collaboration tooling. Delivered improved resilience, strengthened cyber posture, and a consistent user experience across legal teams and corporate functions.
Overview
Gateley required a coordinated uplift of workplace technology, identity controls,
endpoint security, collaboration platforms and infrastructure services. The programme
modernised core systems, aligned services to cloud‑ready operating models, and
improved the experience of legal practitioners and support teams.
The Challenge
The legacy environment had inconsistent device builds, fragmented identity controls,
ageing collaboration tooling and limited automation. A unified, secure and modern
workplace platform was required to support legal workflows, remote collaboration and
compliance obligations.
Programme Mandate
Deliver a modern workplace transformation covering device modernisation, identity
uplift, endpoint security, collaboration tooling, infrastructure improvements and BAU
readiness across Gateley’s national footprint.
Workplace & Infrastructure Modernisation
The programme delivered a unified, modern workplace ecosystem:
- Modern device builds aligned to firm‑wide standards
- Identity & access uplift with strengthened authentication
- Enhanced collaboration tooling and secure sharing
- Improved endpoint security and compliance controls
- Operational readiness and BAU transition uplift
- Programme governance and delivery leadership
- Infrastructure and workplace design alignment
- Security uplift and compliance assurance
- Testing, deployment and regional onboarding
- Transition into BAU operations
- Unified device estate across legal teams
- Improved collaboration and secure sharing
- Strengthened identity and access controls
- Enhanced endpoint security and compliance
- Operational uplift and BAU readiness
- Cloud‑aligned workplace foundations
GLOBAL WORKPLACE
Linklaters – Global Infrastructure & Workplace Transformation
A multi‑year global workplace and infrastructure modernisation programme for Linklaters, delivering secure cloud‑aligned services, modern device management, collaboration tooling, and operational uplift across international offices. The programme strengthened security, improved user experience, and modernised the firm’s digital workplace foundations.
Overview
Linklaters required a coordinated global uplift of workplace technology, security controls,
collaboration platforms and device management. The programme modernised core
infrastructure, aligned services to cloud‑ready operating models, and improved the
experience of thousands of users across multiple regions.
The Challenge
The legacy environment was fragmented across regions, with inconsistent device builds,
varying security controls, ageing collaboration tooling and limited automation. A unified,
modern workplace platform was required to support global operations, legal workflows,
and secure collaboration across jurisdictions.
Programme Mandate
Deliver a global workplace transformation covering device modernisation, cloud‑aligned
services, collaboration uplift, identity and access improvements, and operational readiness
across all Linklaters offices.
Workplace & Infrastructure Modernisation
The programme delivered a unified, modern workplace ecosystem:
- Modern device builds aligned to global standards
- Cloud‑ready identity and access management
- Enhanced collaboration tooling and secure sharing
- Improved endpoint security and compliance controls
- Operational readiness and BAU transition uplift
- Global governance and programme leadership
- Infrastructure and workplace design alignment
- Security uplift and compliance assurance
- Testing, deployment and regional onboarding
- Transition into BAU operations
- Unified global device estate
- Improved collaboration and secure sharing
- Strengthened identity and access controls
- Enhanced endpoint security and compliance
- Operational uplift and BAU readiness
- Cloud‑aligned workplace foundations
SERVICE MANAGEMENT
ServiceNow Delivery Management – Enterprise Service‑Management Programmes
Led medium‑to‑large ServiceNow programmes that transformed standalone ITSM deployments into secure, scalable enterprise service‑management ecosystems. Delivered ITSM, ITOM, CMDB, SecOps and App Engine capabilities, integrated infrastructure and business systems, strengthened cyber resilience and established repeatable delivery frameworks aligned to ITIL, ISO 27001 and NIST.
Overview
Acting as Delivery Manager, I led ServiceNow programmes that extended the
platform beyond traditional ITSM into IT operations, cybersecurity, identity,
monitoring and enterprise applications. The work delivered secure, scalable
ServiceNow ecosystems that supported wider digital‑transformation goals.
Core ServiceNow Implementation
Delivered full‑stack ServiceNow capability across ITSM, ITOM, CMDB, SecOps
and App Engine.
- Requirements discovery and solution design
- ITSM module configuration and workflow automation
- Service catalogue and UI policy development
- User‑acceptance testing and deployment
- Infrastructure visibility and event‑management integration
- CMDB design, population and reconciliation
- Monitoring and SIEM integration
- Configuration‑data accuracy uplift
- SecOps workflows aligned to ISO 27001 and NIST
- Vulnerability‑response automation
- Risk and compliance dashboards
- Integration with SIEM and monitoring platforms
- Custom App Engine applications
- API and middleware design
- Automated approvals, notifications and reporting
- ERP, CRM and legacy‑system data flows
- Programme planning and RAID management
- Change control and vendor assurance
- Executive reporting and stakeholder communication
- Resource management and capability uplift
- Consolidation of ITSM, ITOM and SecOps on a single platform
- Increased automation and operational visibility
- Improved compliance and risk reporting
- Enhanced service delivery and customer satisfaction
- Repeatable delivery frameworks for future implementations
INFRASTRUCTURE DELIVERY
London 2012 – Building & Retiring the Olympic IT Infrastructure
Delivered the complete IT infrastructure for the London 2012 Olympic Games, supporting 3 main London sites and 4 UK-wide hubs. Built a purpose‑designed environment on an immovable deadline, ensured flawless operation throughout the Games, and executed a clean, risk‑free decommissioning including carrier circuit termination and leased‑hardware return.
Overview
As Project Manager, I led a 40‑engineer delivery team across networking, messaging,
Wintel and third‑party contractors. The infrastructure had to go live on a fixed date,
run flawlessly for the duration of the Games, and be safely retired immediately after.
Scope
Full‑stack infrastructure build across London and UK hubs.
- Exchange, SQL, WSUS and gold‑build server images
- Active Directory, Group Policy, LDAP
- Cisco switching, fibre connectivity, MPLS WAN
- VPN, firewall servers, SSL, DNS
- App‑V, RDP, VoIP telephony, Office Communicator
- Short‑term hardware leasing, procurement and return
- Opening ceremony fixed go‑live
- Zero tolerance for outages
- Designing for clean removal post‑Games
- Long‑lead MPLS circuits and fibre installation
- Multi‑contractor coordination
- Master schedule built backwards from opening ceremony
- Carrier circuits ordered at programme start
- Leasing strategy aligned to Games lifecycle
- Integration testing and operational readiness gates
- Full CMDB reconciliation and secure data‑wipe
- 100% uptime across all sites
- No critical incidents at go‑live
- All leased hardware returned without penalties
- All carrier circuits terminated cleanly
- All data‑bearing drives securely wiped
CRISIS DELIVERY
NHS COVID‑19 – Rapid Emergency Infrastructure Delivery
Delivered rapid, emergency IT infrastructure for the NHS during the COVID‑19 pandemic, standing up critical services in days under lockdown restrictions, rising patient demand, supply‑chain pressure and remote‑first working conditions. Ensured secure, scalable and clinically reliable environments for frontline teams.
Overview
As Project Manager, I led engineers across networking, messaging, Wintel and
third‑party contractors to build emergency NHS infrastructure at unprecedented
speed. Delivery had to be remote‑first, secure, clinically reliable and scalable.
Scope
Rapid deployment of core infrastructure services.
- Windows server estate built from gold images
- Exchange, SQL and WSUS environments
- Domain controllers, AD, DNS and identity services
- Remote access and secure configuration
- Telephony, messaging and application services
- Lockdown restrictions and limited site access
- Rising patient demand and unpredictable scaling
- Global supply‑chain pressure on hardware
- Security requirements despite rapid delivery
- Distributed teams working remotely
- Critical‑service prioritisation with NHS stakeholders
- Gold‑build servers and consistent Group Policy
- Identity and network foundations built first
- Remote‑first configuration and secure access
- Compressed but disciplined testing and handover
- Daily stakeholder updates and fast escalation
- Infrastructure delivered in days, not months
- Standardised, repeatable design enabling rapid scaling
- Secure remote‑first delivery under lockdown
- Hardware supply risks mitigated through early ordering
- Clinically reliable services supporting frontline teams
SERVICE TRANSITION
SalesForce Service Transition into Version One Managed Services
Delivered the full Service Transition of SalesForce into Version One’s Managed Services environment, establishing stable BAU operations, structured ITSM alignment, controlled go‑live governance and a predictable support model. The engagement ensured seamless handover from project delivery into operational service, reducing early‑life incidents and strengthening long‑term service stability.
Overview
This engagement represented a full transition of SalesForce capabilities into a
regulated Managed Services environment. The programme delivered operational
readiness, ITSM alignment, governance controls, knowledge transfer and structured
acceptance criteria to ensure SalesForce could be supported reliably within Version
One’s enterprise service model.
Operational Readiness
Ensured BAU teams were fully prepared to support SalesForce from day one.
- Operational acceptance criteria and readiness checkpoints
- Knowledge transfer and support documentation
- Training for Service Desk and resolver groups
- Hypercare and early‑life support planning
- Incident, Request, Change & Release Management alignment
- Problem Management readiness for root‑cause analysis
- Major Incident process integration for critical SalesForce services
- Service catalogue and CMDB updates
- RAID management and transition governance boards
- Stakeholder engagement across delivery and operations
- Controlled change‑control and activation approvals
- Service acceptance and sign‑off gates
- Reduced early‑life incidents and operational disruption
- Improved BAU readiness and support capability
- Clear governance and acceptance criteria
- Consistent ITSM alignment across SalesForce services
- Stronger operational resilience and service stability
SERVICE MANAGEMENT
ServiceNow Development & Integration – Public and Private Sector Delivery
Delivered enterprise-grade ServiceNow development and bi-directional integration across public and private sector environments. Extended platform capability through custom modules, automated workflows, legacy ITSM integration, CMDB synchronisation and unified reporting. Strengthened service-management maturity, improved automation, and enabled consistent, data-driven operations across complex multi-vendor ecosystems.
Overview
As Transition Manager, I led numerous ServiceNow development and integration
initiatives, enabling unified service management across diverse enterprise
environments. The work focused on extending platform capability, integrating
legacy ITSM systems, improving automation, and delivering consistent,
standardised processes aligned to ITIL and ISO 27001.
Technical Scope
The programme delivered full-stack ServiceNow development and integration
capability across multiple clients.
- Custom modules, workflows and automation scripts
- Bi-directional integration with legacy ITSM platforms (Remedy, Cherwell, Ivanti)
- Data mapping and transformation for incidents, requests, changes and CMDB
- REST/SOAP API and middleware design for secure data exchange
- CMDB synchronisation and automated configuration updates
- Unified dashboards for SLA, KPI and operational reporting
- Real-time data exchange via integration APIs
- Transformation engine for taxonomy and schema normalisation
- Authentication gateway for secure identity federation
- Monitoring module for integration health and proactive issue detection
- Discovery workshops and requirements definition
- Integration blueprints and data-flow design
- Agile development sprints and configuration cycles
- Testing, validation and user-acceptance phases
- Operational handover, documentation and training
- Successful ServiceNow integrations across multiple enterprise clients
- Real-time synchronisation with legacy ITSM platforms
- Improved operational visibility and SLA tracking
- Reduced manual effort through automated workflows
- Enhanced governance and auditability
- Unified ITSM ecosystem enabling data-driven decision-making
CYBER SECURITY
London Luton Airport – MFA, PAM, SSO & Cyber Modernisation Programme
A comprehensive cyber‑modernisation programme delivering MFA, Privileged Access Management, Single Sign‑On and identity‑security uplift across London Luton Airport’s enterprise environment. The programme strengthened authentication, protected privileged accounts, modernised access pathways and improved compliance with aviation‑sector security standards.
Overview
London Luton Airport required a modern, secure identity‑management ecosystem
capable of protecting critical aviation systems and supporting future Zero‑Trust
architecture. The programme delivered MFA, PAM, SSO and wider cyber‑security
enhancements through structured discovery, design and implementation phases.
Discovery & Assessment
A full audit of identity, authentication and privileged‑access mechanisms was
conducted to identify vulnerabilities, legacy dependencies and compliance gaps.
- Privileged account discovery and classification
- Authentication flow analysis and risk scoring
- Legacy system dependency mapping
- Compliance review aligned to aviation‑sector standards
- MFA architecture and rollout sequencing
- PAM vaulting and privileged‑session management design
- SSO integration model for enterprise applications
- Conditional Access policies aligned to risk profiles
- MFA rollout across corporate and operational teams
- PAM vault configuration and privileged‑session controls
- SSO integration with key airport systems
- Identity infrastructure hardening and policy uplift
- RAID management and governance cadence
- Vendor coordination and technical assurance
- Executive reporting and compliance tracking
- Structured change‑control and rollout approvals
- Strengthened identity and access‑management posture
- Enhanced protection of privileged accounts
- Streamlined authentication through SSO and MFA
- Improved compliance with aviation‑sector security standards
- Foundation established for future Zero‑Trust architecture
SERVICE TRANSITION
Service Transition Management – Embedding Projects into BAU Operations
Delivered structured Service Transition Management to ensure new projects, services and technical capabilities were safely embedded into Business‑as‑Usual operations. Strengthened operational readiness, uplifted ITSM processes, reduced early‑life incidents and established predictable handover into BAU across Incident, Change, Release, Problem and Major Incident functions.
Overview
The Service Transition framework ensured that new services, projects and
technical changes were introduced into BAU without disruption. This included
structured readiness assessments, ITSM alignment, stakeholder coordination and
controlled activation of operational processes.
Operational Readiness
Ensured BAU teams were fully prepared to support new services from day one.
- Operational acceptance criteria and readiness checkpoints
- Knowledge transfer and support documentation
- Training for Service Desk and resolver groups
- Early‑life support planning and hypercare
- Incident, Request, Change & Release Management alignment
- Problem Management readiness for root‑cause analysis
- Major Incident process integration for critical services
- Service catalogue and CMDB updates
- RAID management and transition governance boards
- Stakeholder engagement across operations and delivery teams
- Controlled change‑control and activation approvals
- Service acceptance and sign‑off gates
- Reduced early‑life incidents and operational disruption
- Improved BAU readiness and support capability
- Clear governance and acceptance criteria
- Consistent ITSM alignment across new services
- Stronger operational resilience and service stability
GLOBAL MANAGED SERVICES
Synchrony – Global Managed Services Transformation
A 2‑year global transition and transformation programme delivering a modern, resilient managed services model across the US, India and the Philippines. The programme established a unified ITSM platform, modernised end‑user technology, strengthened infrastructure towers, and delivered a 24/7 global service desk supporting 125,000 users.
Overview
Synchrony embarked on a multi‑tower transformation to modernise global IT
operations, strengthen service resilience, and elevate user experience across
financial‑grade environments. Over a 2‑year delivery window, I led the full
transition from the incumbent MSP to a new integrated global managed
services model, executed through phased service go‑lives to ensure stability,
compliance and zero disruption.
Global Service Operations
Synchrony required a service model capable of supporting regulated financial
operations across multiple time zones. Key capabilities delivered included:
- 24/7 Global Service Desk across US, India and the Philippines
- Unified ServiceNow ITSM platform (Incident, Request, Change, Problem, Major Incident)
- Modernised telephony and contact‑centre systems aligned to financial compliance
- Early towers: Service Desk, Telephony, ITSM
- Infrastructure towers: Networking, Wintel, Security
- High‑risk components: Data Centre Migration, Supply Chain, Device Refresh
- Multilingual enterprise chatbot (English & Mandarin)
- Automated ServiceNow workflows improving SLA adherence and audit traceability
- User‑adoption programmes supporting new tools and support channels
- Global device refresh with standardised builds and secure configurations
- Redesigned supply chain model for predictable fulfilment and asset tracking
- Structured communication and adoption plans for smooth transitions
- Data centre migration to modern, secure platforms
- Transformation of Networking, Wintel and Security services
- Integration of new MSP capabilities into Synchrony’s enterprise architecture
- End‑to‑end Incident, Request, Change, Problem & Major Incident Management
- Unified service catalogue, operational playbooks and acceptance criteria
- Structured transition framework ensuring predictable handover into BAU
- Fully integrated global managed services ecosystem
- Modernised infrastructure and end‑user technology
- Unified ITSM platform with automation at its core
- Multilingual digital support experience
- Strengthened operational resilience and reduced early‑life incidents
- Scalable foundation for the remaining 5‑year managed services term
INFRASTRUCTURE MODERNISATION
Unipart – Server & Application Virtualisation Programme
Delivered Unipart’s enterprise Server & Application Virtualisation Programme, modernising datacentre operations, consolidating physical server estates, and unifying multiple virtualisation technologies including Hyper‑V, VMware, App‑V, Citrix Presentation Server and NetScaler. Strengthened resilience, improved application delivery and established a scalable foundation for future cloud adoption.
Programme Overview
The programme consolidated Unipart’s physical server estate and streamlined
application deployment through virtualisation and centralised management.
Multiple platforms were unified under a cohesive architecture to improve
scalability, security and operational efficiency.
Technical Implementation
Delivered full‑stack virtualisation across server, application and network layers.
- Hyper‑V cluster design & deployment for Windows workloads
- VMware ESXi integration for cross‑platform compatibility
- High‑availability & failover clustering
- P2V migration of legacy datacentre servers
- App‑V virtual application packaging & streaming
- Citrix Presentation Server for centralised application access
- NetScaler gateways for secure remote access & load balancing
- SSL offloading & traffic optimisation
- Programme planning & milestone tracking
- Vendor coordination & technical assurance
- SLA management & performance reporting
- Risk, issue & dependency management across virtualisation streams
- Infrastructure & operations teams
- Application owners & business units
- Vendor partners: Microsoft, Citrix, VMware
- Senior IT leadership
PMO LEADERSHIP
Foreign, Commonwealth & Development Office – Global PMO Management
Delivered PMO governance and portfolio oversight across one of the UK Government’s most complex multi‑MSP environments, spanning Official, Secret and Top Secret domains. Strengthened assurance, uplifted delivery performance and improved service‑integrator alignment across global operations.
Programme Overview
The FCDO required a unified PMO capability to coordinate delivery across multiple
Managed Service Providers (MSPs) and ensure alignment with BAE Systems as the
service integrator. Operating across classified domains, the PMO provided
governance, assurance, risk control and portfolio visibility.
Multi‑MSP & Service‑Integrator Coordination
Ensured consistent delivery performance and governance across a complex supplier
ecosystem.
- Coordination across multiple MSPs and delivery partners
- Integration into BAE Systems’ service‑integrator model
- Cross‑supplier dependency management
- Unified reporting and governance cadence
- Risk, issue and dependency management
- Cost, performance and SLA tracking
- Portfolio dashboards for leadership visibility
- Quality‑assurance checkpoints across delivery lifecycle
- Secure delivery governance
- Classified‑domain assurance processes
- Compliance with government security standards
- Stakeholder engagement across secure operations
PMO LEADERSHIP
NFU Mutual – Project & Portfolio Office Management
Established and led a centralised PMO function for NFU Mutual, enhancing delivery governance, portfolio visibility and resource optimisation across business change, technology and compliance programmes within a regulated financial‑services environment.
Service Establishment & Governance Framework
Designed and implemented a fit‑for‑purpose PMO framework aligned to NFU
Mutual’s transformation objectives, improving delivery predictability and
decision‑making.
- Full PMO service review & maturity assessment
- Governance standards, reporting cadence & assurance processes
- Portfolio‑level dashboards for progress, risk & spend
- Standardised templates for initiation, planning & closure
- Quality‑assurance checkpoints across delivery lifecycle
- Portfolio planning, prioritisation & resource allocation
- KPI & milestone tracking across programmes
- Dependency & cross‑programme risk management
- Executive portfolio reviews & investment decision support
- Coordination across business units & IT delivery teams
- Cost‑tracking & forecasting mechanisms
- PMO budget management & vendor contract oversight
- Resource‑capacity planning tools
- Support for commercial negotiations & SLA adherence
- Team leadership & mentoring
- Capability development & performance management
- Stakeholder engagement across business & IT leadership
- Embedding delivery excellence & accountability
FINANCIAL SYSTEMS MIGRATION
AdminRe / Swiss Re – Aviva Book of Business Migration to Alpha Platform
Multi‑year transformation programme migrating Aviva’s life & pensions book of business into AdminRe / Swiss Re’s in‑house Alpha platform. Delivered large‑scale data migration, legacy system integration, COBOL/VB development and monthly Agile releases tied to contractual financial obligations.
Programme Overview
AdminRe / Swiss Re undertook one of the most complex migrations in the UK life &
pensions sector — transferring Aviva’s book of business into the Alpha platform.
The programme required synchronised delivery across multiple technology stacks,
contractual milestones and financial dependencies.
Scope
The programme combined legacy system integration, software development and
extensive data migration under a disciplined Agile release framework.
- COBOL & VB development for Alpha platform enhancements
- Alchemy & Unix ancillary application development
- Large‑scale data migration from Aviva systems to Alpha
- Monthly Agile releases tied to financial obligations
- Full reconciliation & audit trails for migrated data
- Functional specification creation
- Test plan development & execution oversight
- Unit, system, integration, UAT & regression testing
- Defect management & release governance
- Dependency tracking & workload balancing
- Priority management across concurrent workstreams
- COBOL & VB enhancements for policy administration & financial processing
- Alchemy & Unix applications supporting data transformation
- High‑volume data migration with full reconciliation
- Multi‑layered testing frameworks ensuring data integrity
DIGITAL WORKPLACE
United Utilities – Intune, Autopilot & Windows 11 Global Deployment
Delivered a global Windows 11 deployment for United Utilities, supported by Intune, Autopilot and a new Azure identity and security build. The programme modernised endpoint management, strengthened Zero Trust security, and enabled a cloud‑connected, future‑ready workplace across corporate and field operations.
Programme Overview
United Utilities embarked on a major enterprise‑modernisation programme to deploy
Windows 11 globally, unify endpoint management under Intune and Autopilot, and
build a scalable Azure foundation for identity, security and automation.
Azure Build & Identity Architecture
Designed and deployed Azure AD architecture to support secure identity, policy
control and Zero Trust enforcement.
- Azure AD architecture design & deployment
- Conditional access & MFA implementation
- Integration with on‑premises identity systems
- Automation scripts for enrolment & policy assignment
- Intune configuration for compliance, patching & device management
- Autopilot profiles for seamless provisioning
- Standardised configuration templates for business units
- Pilot deployments to validate performance & compatibility
- Rollout sequencing & logistics for device refresh
- Migration governance & readiness checks
- Training & adoption materials for global workforce
- Power BI & Azure analytics for deployment tracking
- Zero Trust architecture implementation
- TPM 2.0 enablement & endpoint encryption
- Automated compliance reporting via Intune & Azure AD
- Integration with Defender for Endpoint & ServiceNow
PROGRAMME GOVERNANCE
European Central PMO Lead – Unified CPMO Service Design
Designed and implemented a unified Central PMO (CPMO) service model for European operations, establishing a scalable, compliant and high‑performance governance framework aligned with ISO, CMS and GDPR requirements across multiple jurisdictions.
Programme Overview
As European Central PMO Lead, I was responsible for identifying, designing and
implementing a unified CPMO service based out of Belgium to support multinational
clients. The initiative standardised governance, assurance and delivery processes
across European territories while maintaining compliance with ISO, CMS and GDPR.
Role & Responsibilities
I led service design, compliance alignment, capability development, commercial
modelling and platform ownership — ensuring the CPMO operated as a secure,
scalable and auditable governance function.
- Design of unified CPMO service model
- ISO, CMS & GDPR compliance alignment
- Governance & assurance framework creation
- Commercial modelling & benefit realisation
- Competency & capability development
- Recruitment & organisational setup
- Project management platform ownership
- Transition & operational handover
- ISO & CMS alignment
- GDPR privacy‑by‑design implementation
- Service descriptions & SLAs
- Secure client data handling
- Scalable cost models
- ROI & benefit realisation frameworks
- Integration into bid & proposal documentation
- Competency mapping
- CPD‑aligned training pathways
- Course content & training material development
- People development framework
- Governance & assurance frameworks
- Delivery processes & templates
- Project initiation & reporting toolkits
- Integration with HR & onboarding processes
- Recruitment strategy & selection
- HR & legal coordination
- Workers Council compliance
- Onboarding & induction design
- Platform assessment & selection
- Vendor procurement & negotiation
- Test build & implementation oversight
- Integration with CPMO reporting
PMO SERVICE REVIEW
Dounreay Nuclear – PMO Service Review & Portfolio Management
Delivered a full PMO service review for Dounreay Nuclear, assessing governance, delivery capability, vendor coordination and portfolio performance within a complex multi‑supplier environment. The engagement strengthened assurance, improved delivery predictability and uplifted PMO maturity across engineering, IT and infrastructure workstreams.
Programme Overview
The PMO service review assessed delivery performance, governance discipline,
vendor coordination and portfolio oversight across Dounreay’s nuclear operations.
The review identified gaps, stabilised core processes and established a more
predictable, commercially aware PMO service.
Service Assessment & Governance Uplift
Conducted a structured PMO maturity assessment and implemented governance
improvements to strengthen assurance and delivery confidence.
- PMO maturity assessment & service review
- Governance uplift & assurance improvements
- Risk, issue & dependency management
- Vendor coordination & delivery alignment
- Portfolio dashboard design
- Performance reporting & KPI definition
- Financial oversight & cost tracking
- Cross‑supplier delivery coordination
CYBER SECURITY
SSE Electricity – DLP Configuration, Agent Deployment & Splunk Design
Strengthened enterprise data protection and operational security for SSE Electricity through DLP policy configuration, agent deployment across the estate, and Splunk analytics design to improve monitoring, detection and incident response capability.
Programme Overview
The programme focused on uplifting SSE Electricity’s data protection posture by
configuring enterprise DLP policies, deploying agents across critical endpoints,
and designing Splunk dashboards and analytics to enhance visibility and security
monitoring across operational environments.
DLP Configuration & Policy Design
Delivered a full DLP configuration uplift aligned to SSE’s regulatory, operational
and data‑handling requirements.
- Enterprise DLP policy definition & tuning
- Data classification & protection rules
- Incident workflow & escalation design
- Compliance alignment & audit readiness
- Agent deployment across critical endpoints
- Operational readiness & rollout coordination
- Performance tuning & conflict resolution
- Monitoring of agent health & reporting
- Splunk dashboard & query design
- Security event correlation & alerting
- Operational reporting & trend analysis
- Integration with SOC workflows
CLOUD TRANSFORMATION
AstraZeneca – Cloud Migration Pre‑Sales Engagement
Led the pre‑sales engagement to design and cost a strategic programme for migrating AstraZeneca’s on‑premises server estate to a secure, scalable cloud‑hosted environment. The engagement aligned with AstraZeneca’s global digital transformation roadmap and focused on resilience, compliance and future scalability.
Tender Stage – Discovery & Requirements Definition
AstraZeneca issued a formal tender to modernise its legacy server estate. I led
the discovery and requirements definition phase, ensuring full compliance with
operational, regulatory and data‑sovereignty constraints.
- Requirement analysis & clarification workshops
- Mapping existing server estate & dependencies
- Identifying regulatory & data‑sovereignty constraints
- Drafting compliant bid responses & technical narratives
- Coordinating architecture, service & commercial inputs
- Assessment of current infrastructure & workloads
- Migration sequencing & dependency mapping
- Azure landing zone & governance model design
- Identity, access & compliance integration
- Operational support & service transition planning
- Cost‑to‑serve models for migration & support
- ROI & benefit realisation analysis
- Scenario modelling for phased deployment
- Margin validation & procurement alignment
- Best and Final Offer (BAFO) presentation
DIGITAL WORKPLACE
Tesco – Nationwide Windows 11 Transformation Programme
Tesco embarked on one of the largest end‑user technology modernisation programmes in UK retail history — a nationwide Windows 11 transformation covering 126,000 devices across stores, distribution centres and corporate offices. The programme leveraged Azure and Intune to deliver a secure, cloud‑managed, scalable desktop environment.
Programme Overview
The Tesco Windows 11 Transformation Programme modernised end‑user computing across
the UK retail estate, standardising devices onto a secure Windows 11 build managed
through Azure AD and Intune. The initiative focused on performance, security,
manageability and consistency across a highly distributed workforce.
Role & Responsibilities
I provided programme leadership, governance and technical assurance across planning,
deployment and optimisation — ensuring migration sequencing, readiness, and
operational continuity across stores, logistics and corporate environments.
- Windows 11 migration strategy and roadmap
- Azure AD and Intune modern management design
- Deployment governance and risk management
- Store, distribution and office rollout coordination
- Operational readiness and service transition
- Phased deployment across 126,000 devices
- Automated build and policy deployment via Intune
- Pilot waves and controlled scaling
- End‑user communication and support readiness
PMO TRANSFORMATION
Eversheds Sutherland – PMO Turnaround & Service Delivery
Turned around a failing PMO delivery service for Eversheds Sutherland plc, stabilising governance, reporting, assurance and delivery processes. After recovery, I remained in place as PMO Manager to deliver the service and embed long‑term operational maturity.
Programme Overview
When I was first engaged by Eversheds Sutherland plc, the organisation’s PMO
delivery service was struggling to meet expectations. Governance, reporting,
assurance and delivery processes were inconsistent, reactive and lacked the
structure required to support a complex legal‑sector portfolio.
Role & Responsibilities
I was brought in to stabilise the PMO, establish governance discipline, rebuild
delivery confidence and introduce structured reporting and assurance. After
turnaround, I remained in place as PMO Manager to deliver the service and embed
long‑term maturity.
- PMO turnaround leadership
- Governance & assurance uplift
- Portfolio reporting redesign
- Risk, issue & dependency management
- Stakeholder engagement & alignment
- Delivery support & project oversight
- Operational maturity uplift
- Rapid assessment of PMO gaps & failure points
- Rebuild of governance & assurance frameworks
- Introduction of structured reporting cycles
- Clear escalation & decision‑making pathways
- Stakeholder confidence restoration
- Ongoing PMO service delivery
- Continuous improvement & optimisation
- Portfolio oversight & delivery support
- Governance discipline & compliance
DEFENCE TRANSFORMATION
Ministry of Defence – Office Exchange Programme
Delivering secure, large‑scale modern workplace transformation across Ministry of Defence sites — migrating legacy Office environments to a unified, cloud‑based collaboration platform. The programme focused on security assurance, interoperability, and operational continuity across classified and non‑classified domains.
Programme Overview
The MoD Office Exchange Programme modernised collaboration and productivity tools
across Defence organisations, enabling secure communication and document management
within a unified Microsoft 365 environment. The initiative balanced operational
resilience with stringent security and accreditation requirements.
Role & Responsibilities
As part of the delivery leadership team, I oversaw technical assurance, stakeholder
alignment, and governance compliance — ensuring the migration strategy met Defence
Digital standards and maintained service continuity.
- Stakeholder engagement across Defence Digital and service branches
- Security accreditation and assurance alignment
- Technical validation of migration approach and tooling
- Operational readiness and transition planning
- Governance reporting and risk management
- Phased rollout across multiple Defence sites
- Secure data migration and validation
- End‑user enablement and adoption support
- Continuous improvement and feedback loops
NHS TRANSFORMATION
NHS Digital Transformation Programme
Delivering safe, patient‑centred digital transformation across NHS Trusts, ICS organisations and clinical environments. Focused on operational readiness, clinical safety, cyber uplift, workflow optimisation and measurable improvement across frontline and back‑office services.
Programme Overview
NHS transformation succeeds when technology, clinical workflows, governance and
operational processes move together. This programme delivers structured, clinically
safe digital change that reduces friction, improves staff experience and strengthens
service quality across clinical and non‑clinical settings.
Clinical Safety & Governance
Digital change in the NHS must protect patient safety. I work closely with CCIOs,
CNIOs, clinical safety officers and operational teams to ensure transformation is
compliant with DCB 0129/0160 and aligned to safe clinical workflows.
- Clinical safety governance & hazard management
- Workflow alignment with frontline clinical teams
- Risk control, auditability & structured reporting
- Integrated planning & RAID discipline
- Cyber security uplift & compliance alignment
- Windows 11 & modern workplace rollout
- Cloud & infrastructure modernisation
- Medical device integration & interoperability
- Operational readiness & service transition
- Stakeholder alignment across clinical & technical teams
- Supplier coordination & governance compliance
- Predictable delivery & clear accountability
PRE‑SALES DELIVERY
Computacenter – Device Lifecycle Management Pre‑Sales Delivery
The Device Lifecycle Management solution empowers organisations to take full control of their workplace device estate through a structured, end‑to‑end model: Inform → Procure → Support → Recover. As part of the Pre‑Sales team, I shape this solution commercially and technically — from initial RFP/ITT response through to final contract negotiation and SoW creation.
Solution Overview
Device Lifecycle Management provides a structured, governed approach to managing
workplace devices across their full lifecycle. The model ensures organisations can
optimise cost, improve user experience, and maintain compliance through a repeatable,
scalable framework.
Pre‑Sales Role & Responsibilities
I lead the commercial and technical shaping of the solution — ensuring every bid is
compliant, compelling, and aligned to customer requirements and Computacenter’s
delivery standards.
- Requirement analysis & clarification
- Lifecycle alignment (Inform → Procure → Support → Recover)
- Drafting technical & commercial narratives
- Collaboration with SMEs, architects & commercial analysts
- Cost modelling & commercial validation
- Governance compliance & evaluation‑criteria alignment
- Technical workshops & architecture validation
- Engagement with logistics & managed‑service teams
- SLAs, service models & operational alignment
- Legal review of terms, liabilities & compliance
- Resource planning & commercial viability checks
- Pricing refinement & delivery phasing
- Risk assessment & mitigation planning
- Negotiation of concessions & value‑adds
- Final proposal presentation & cost justification
- Contract‑ready Statement of Work (SoW)
DIGITAL CAMPUS TRANSFORMATION
Newcastle University – Teams Rooms, Managed Print & Wireless Infrastructure Refresh
A major technology transformation modernising collaboration, connectivity and print infrastructure across Newcastle University’s academic and residential estate. Delivered Microsoft Teams Rooms, a refreshed Managed Print Service, full wireless AP deployment, backend server builds, application configuration and policy creation — all completed under strict time constraints ahead of the new academic term.
Programme Overview
Delivered across multiple campuses and student halls, the programme required
precise coordination to ensure all systems were fully operational before the start of
term. The initiative enhanced teaching, research and administrative collaboration while
improving connectivity and service reliability for thousands of returning staff and
students.
Teams Rooms Deployment
Designed and implemented Microsoft Teams Rooms across lecture theatres, meeting
spaces and collaboration hubs.
- Integrated conferencing, content sharing & room booking with Microsoft 365
- End‑to‑end configuration, testing & user adoption support
- Operational manuals, service descriptions & KB articles
- Achieved full readiness before term start
- Consolidated legacy print infrastructure
- Cloud‑managed print platform with secure release
- Cost‑tracking & sustainability reporting
- Governance policies for access, data protection & compliance
- Designed & tested coverage models for high‑performance connectivity
- Integrated APs with centralised monitoring & NAC systems
- Deployment runbooks & early‑life support documentation
- Executed rollout under strict time constraints
- Application policies, authentication frameworks & configuration baselines
- Automated deployment scripts & monitoring dashboards
- Compliance with university IT security & data‑protection standards
- Parallel server builds & policy creation to meet term‑start readiness
- Modernised collaboration across academic & administrative functions
- Enhanced wireless coverage & reliability across all campuses
- Reduced print costs & improved sustainability
- Strengthened IT governance & operational efficiency
- All services delivered on schedule with zero disruption
INFRASTRUCTURE MODERNISATION
Santander – AD DC Server Upgrade & Domain Services Promotion
A critical infrastructure upgrade modernising Santander’s Active Directory Domain Controller environment. The programme uplifted server OS versions, promoted forest and domain functional levels, strengthened identity management, and improved resilience across regulated financial‑services operations.
Overview
Between March and December 2017, Santander undertook a major upgrade of its Active Directory
Domain Controller (AD DC) environment. I led the programme to modernise in‑situ domain
controllers, uplift server OS versions, and promote AD DS forest and domain functional levels
to align with Microsoft’s enterprise standards.
The Challenge
Santander’s legacy AD DC estate required modernisation to support future scalability, security,
and compliance. The upgrade needed to be executed without disrupting business‑critical
financial operations, requiring careful sequencing, rollback planning, and multi‑team
coordination across infrastructure, security and compliance functions.
Programme Mandate
Upgrade domain controller servers to Windows Server 2008 R2, promote AD DS functional levels,
strengthen identity‑management capability, and ensure full alignment with Santander’s
governance and regulatory frameworks.
Key Deliverables
The programme delivered a complete uplift of Santander’s AD DC environment:
- Server OS upgrade to Windows Server 2008 R2
- Forest & domain functional level promotion
- Enhanced authentication, replication & policy capabilities
- Rollback and validation plans ensuring zero downtime
- Schema verification, replication health checks & multi‑site testing
- Cross‑team coordination with infrastructure, security & compliance
- Schema validation and replication integrity checks
- Multi‑site testing across Santander’s operational footprint
- Controlled upgrade windows with rollback assurance
- Enhanced security posture & compliance alignment
- Improved directory performance & replication efficiency
- Future‑ready identity platform supporting cloud evolution
DIGITAL WORKPLACE
Deutsche Bank – Global M365 Rollout & User Adoption
A global transformation programme modernising Deutsche Bank’s unified communications ecosystem. The initiative deployed Microsoft Teams as the central collaboration hub, retired legacy telephony, uplifted user experience, and delivered structured adoption across 16,000 employees worldwide.
Overview
Between 2020 and 2022, Deutsche Bank undertook a major global programme to modernise
collaboration and communication across its workforce. The goal was to retire fragmented
legacy platforms and fully leverage Microsoft Office 365, delivering a seamless, secure,
cloud‑based collaboration experience for 16,000 employees across global offices.
The Challenge
Deutsche Bank’s legacy telephony and conferencing systems created inconsistent user
experience, operational overhead, and limited integration with modern digital workplace
tools. The organisation required a unified collaboration platform and a structured adoption
strategy to ensure employees embraced new ways of working.
Programme Mandate
Deploy Microsoft Teams as the central collaboration hub, integrate chat, voice, video and
document sharing, embed workflows into ServiceNow, retire legacy systems, and deliver a
global user‑adoption programme with multilingual support.
Key Deliverables
The programme delivered a complete transformation of Deutsche Bank’s collaboration
ecosystem:
- Unified Communications Transition – migration to Teams Voice & Meetings
- Structured User Adoption Strategy – training, champions network, multilingual support
- ServiceNow Integration – embedded M365 workflows for streamlined support
- Performance & Reliability Improvements – enhanced uptime, call quality & collaboration speed
- Cost Optimisation – platform consolidation & licence rationalisation
- Change Enablement – business‑unit engagement ensuring sustained adoption
- Enhanced user experience and global collaboration
- Improved operational reliability and reduced support overhead
- Significant cost savings through platform consolidation
- Modern digital workplace foundation for future innovation
CLOUD TRANSFORMATION
Telefónica – AWS Infrastructure, SaaS Development & Global Data Migration
A global infrastructure transformation modernising Telefónica’s enterprise estate across 46,000 devices and 750 locations. Delivered cloud‑native AWS foundations, SaaS development, microservices integration, global data migration, and unified operational governance across multiple regions and time zones.
Programme Overview
Telefónica’s legacy infrastructure required modernisation to support rapid growth,
distributed operations and evolving customer demands. The programme introduced a
cloud‑first architecture leveraging AWS to deliver elasticity, resilience and cost
efficiency across the enterprise.
AWS Infrastructure Modernisation
Designed and deployed a multi‑region AWS environment supporting compute,
storage and networking workloads.
- Multi‑region AWS architecture for global workloads
- Infrastructure‑as‑Code using Terraform & CloudFormation
- Automated monitoring, patching & backup frameworks
- Compliance aligned to ISO 27001 & GDPR
- Microservices‑based SaaS applications for internal & customer services
- Identity, billing & analytics modules using Lambda, API Gateway & DynamoDB
- CI/CD pipelines via AWS CodePipeline & GitHub Actions
- Migration of global datasets to AWS S3, RDS & Redshift
- Checksum validation & encryption at rest/in transit
- Automated reconciliation & global replication strategy
- Secure connectivity & identity federation
- Unified access policies via AWS Workspaces & Intune
- Early‑life support & user adoption campaigns
- ServiceNow integration for incident, change & configuration
- Operational manuals & cloud‑operations runbooks
- Training & knowledge‑transfer across global teams
- Global AWS infrastructure supporting 46,000 users
- Modern SaaS ecosystem enabling faster product delivery
- Secure, compliant data migration with improved resilience
- Unified operational model across time zones
- Reduced infrastructure costs & improved scalability
END‑USER TRANSFORMATION
UK Home Office – 32,000‑Device Windows 10 Transformation
A major end‑user technology transformation upgrading 32,000 devices across the Home Office’s national estate. Delivered modern desktop capabilities, strengthened security posture, unified device management, and enabled cloud‑based storage and remote‑working capabilities through SCCM, Intune, Azure AD and OneDrive.
Programme Overview
The Home Office delivered a structured, multi‑phase upgrade programme
modernising its desktop environment while maintaining operational continuity
across critical national services. The initiative unified device management,
improved performance, and enabled secure remote working across multiple
agencies.
Key Deliverables
Device Upgrade
Migrated 32,000 endpoints from legacy Windows 7/8 to Windows 10, ensuring
compatibility with modern applications and security baselines.
SCCM & Intune Integration
Implemented hybrid management architecture for automated deployment,
patching, compliance enforcement and secure configuration.
Cloud Storage Enablement
Introduced secure OneDrive and Azure‑based storage solutions, reducing
reliance on on‑premises infrastructure and improving mobility.
Identity & Access Management
Strengthened authentication and policy enforcement through Azure AD,
conditional access and modern identity controls.
Operational Tooling
Enhanced service‑management tooling for incident, request and change
processes, improving operational efficiency and visibility.
User Adoption & Training
Delivered communication campaigns, training sessions and early‑life support to
ensure smooth transition and minimise disruption.
Governance & Reporting
Established dashboards for rollout progress, compliance, security posture and
user satisfaction metrics.
Security & Compliance Alignment
Windows 10’s security framework was mapped directly to Home Office risk and
compliance standards. The rollout introduced TPM 2.0, BitLocker encryption and
advanced identity management, strengthening endpoint protection across all
operational sites.
Outcomes
- Modernised desktop experience for 32,000 users
- Improved endpoint security and compliance posture
- Reduced operational overhead through automation and cloud management
- Enhanced mobility and remote‑work capability
- Scalable foundation for future digital‑workplace initiatives
PROFESSIONAL SECONDMENTS
Computacenter – Strategic Secondments Portfolio
A portfolio of high‑impact secondments across service transition, transformation, ServiceNow project management, European PMO leadership and pre‑sales solution design. Each engagement strengthened operational maturity, commercial performance and customer success across enterprise and public‑sector accounts.
Overview
During my tenure at Computacenter, I delivered multiple strategic secondments
covering service transition, transformation delivery, ServiceNow project
management, European PMO leadership and pre‑sales solution architecture.
These roles contributed directly to organisational growth, operational maturity
and customer satisfaction across enterprise and public‑sector clients.
1. Service Transition & Transformation Delivery Manager
Delivered complex service transitions and transformations for new and existing
managed‑service customers, ensuring seamless onboarding, operational
readiness and service stability.
- Managed new business take‑on from incumbent suppliers
- Integrated new service lines into existing ITSM frameworks
- Delivered in‑life enhancements across Incident, Request, Problem, Change, Release, MIM & JML
- Structured KT plans, runbooks and early‑life support
- Authored service designs, operational manuals and knowledge‑base articles
- Ensured AIS governance and service‑readiness compliance
- Delivered GAP analysis and requirements definition
- Developed validated use cases aligned to PS delivery models
- Acted as super‑user and adoption champion
- Authored training modules and user guides
- Established dashboards and reporting structures
- Defined CPMO service descriptions, SLAs and governance frameworks
- Ensured compliance with ISO, CMS, GDPR and secure‑client protocols
- Developed commercial models, ROI frameworks and benefit realisation
- Introduced APM Competency Maturity Assessment Framework
- Delivered hybrid Agile / Integrated Planning programme implementations
- Designed PMO training and capability development frameworks
- Standardised delivery processes, tools and templates
- Managed recruitment aligned to German Workers Council requirements
- Owned project‑management platform selection and implementation
- Delivered AIS‑governed service handover to France
- Conducted structured discovery and requirements gathering
- Led end‑to‑end solution & service‑model design
- Built detailed cost, resource and commercial models
- Delivered CADRO analysis for SoW and governance
- Coordinated supplier engagement and procurement alignment
- Produced contract‑ready Statements of Work
- Facilitated technical workshops and business‑case validation
- Led BAFO pricing refinement and negotiation
- Delivered executive‑grade client presentations
- Maintained revenue, margin and commercial discipline
GLOBAL IT ROLLOUT
HSBC – Global Windows 11 Rollout & User Adoption Programme
A global end‑user technology transformation delivering Windows 11 to 46,000 users across 750 locations. The programme modernised HSBC’s desktop experience, strengthened security baselines, uplifted device performance, and enabled a more agile, cloud‑connected workforce aligned with the bank’s digital‑banking vision.
Overview
HSBC delivered one of the largest end‑user technology upgrades in its history:
a global rollout of Windows 11 designed to modernise the desktop experience,
uplift security, and support a cloud‑connected workforce. The programme
transitioned 46,000 users across 750 locations through structured waves,
ensuring minimal disruption and full compliance with financial‑sector
regulatory standards.
The Challenge
HSBC’s legacy desktop estate required modernisation to support new digital
capabilities, enhanced security controls, and improved performance. The
challenge was to deliver a global operating‑system upgrade without disrupting
business‑critical financial operations, while ensuring employees understood and
adopted new Windows 11 features.
Programme Mandate
Execute a global Windows 11 rollout, refresh legacy devices, uplift security
baselines, integrate rollout workflows into ServiceNow, deliver multilingual
adoption programmes, and establish global governance and reporting for
progress, compliance and user satisfaction.
Key Deliverables
The programme delivered a complete uplift of HSBC’s end‑user technology:
- Global deployment to 46,000 users across 750 locations
- Modern device refresh with secure, high‑performance builds
- Enhanced security baselines: TPM 2.0, BitLocker, identity management
- ServiceNow integration for rollout tracking & support workflows
- User adoption programme with multilingual training & champions network
- Performance improvements: reduced boot times & improved stability
- Global dashboards for compliance, progress & satisfaction metrics
- Modernised desktop experience for 46,000 users
- Improved endpoint security & compliance posture
- Reduced operational overhead & support demand
- Enhanced productivity through Microsoft 365 integration
- Scalable foundation for future digital‑workplace initiatives
ENTERPRISE IT TRANSFORMATION
DWP – Enterprise IT Transformation Portfolio
A multi‑workstream enterprise transformation modernising the Department for Work and Pensions’ national technology estate. The portfolio uplifted SQL platforms, collaboration tools, workspace management, wireless infrastructure, identity services, and ITSM operations — strengthening resilience, security and service delivery across the UK’s largest public‑sector department.
Overview
The Department for Work and Pensions (DWP) undertook a comprehensive
enterprise‑wide technology transformation programme to modernise its
infrastructure, improve service delivery, and strengthen operational resilience.
The portfolio comprised multiple concurrent workstreams, each contributing to
a unified, secure and scalable digital environment supporting thousands of
users nationwide.
Programme Scope
The portfolio delivered modernisation across core infrastructure, collaboration,
identity, workspace management and service‑management capabilities:
SQL Upgrade
Upgraded legacy SQL environments to supported versions, improving
performance, security and maintainability. Delivered automated migration
scripts, schema validation and post‑upgrade optimisation across mission‑critical
databases.
Condeco Rollout
Implemented Condeco workspace management across DWP sites, enabling
intelligent desk booking, meeting‑room scheduling and occupancy analytics.
Integrated with Active Directory and Exchange for seamless authentication and
calendar synchronisation.
Unified Communications
Transitioned from Microsoft Communicator and Lync to Microsoft Teams,
establishing a single, secure collaboration platform with enterprise‑grade
reliability for voice, video and messaging.
Managed Print Services
Deployed a modern Managed Print solution across regional offices, consolidating
print infrastructure and introducing secure print release, cost tracking and
sustainability reporting — reducing print volume and operational overhead.
SharePoint Development
Delivered customised SharePoint Online sites for document management,
workflow automation and departmental collaboration. Introduced metadata‑driven
search, version control and Power Automate integration.
Business Continuity & Disaster Recovery
Designed and tested comprehensive BC & DR frameworks, including failover
simulations and recovery validation for critical systems. Improved recovery time
objectives and ensured compliance with government resilience standards.
Quest Deployment
Implemented Quest migration and identity‑management tools to support Active
Directory consolidation, user provisioning and lifecycle management — enabling
faster onboarding and reduced administrative complexity.
Wireless Access Point Deployment
Rolled out enterprise‑grade wireless access points across DWP sites, delivering
secure, high‑performance connectivity for staff and visitors. Integrated with NAC
and centralised monitoring for real‑time visibility.
ITSM Integration
Integrated multiple service‑management platforms into a unified ITSM ecosystem
using ServiceNow for incident, change and asset management. Delivered
automation, improved SLA compliance and end‑to‑end operational visibility.
Outcomes
The portfolio delivered measurable improvements across infrastructure,
collaboration, resilience and operational efficiency:
- Modernised infrastructure supporting thousands of end‑users
- Enhanced collaboration through unified platforms
- Improved operational resilience and disaster‑recovery readiness
- Reduced costs through consolidation and automation
- Strengthened governance, compliance and service transparency
⬆️