What is your current role in the S&SHIS?

Head of Service Delivery

What do you do in your role?

My role focuses on delivering a seamless physical IT support experience from the user’s perspective. I work closely with our First and Second Line Team Managers making sure they have the resources and support they need to provide exceptional service every day. I encourage and challenge them to push boundaries, enhancing team performance while growing personally and professionally

Beyond day-to-day operations, I oversee the ongoing development of our SMT and fUSION platforms. This involves managing our talented Application Development Team to ensure these systems evolve to meet the changing needs of the organisation and its Partners.

Have you always worked in this role?

No, I started my NHS career in the North Staffordshire IT Service as a GP IT Facilitator, helping local GP practices procure their very first clinical IT systems and supporting them as they began using these new technologies.

As the service expanded, I moved into the role of First Line Team Supervisor/Manager, leading a small team of four Service Desk technicians. This was also the point where I began collaborating with application developers to create our own IT Service Management tool, SMT.

Over time, as both our Service and customer base grew, my responsibilities evolved to include oversight of both First and Second Line Services. This led to the formation of the Service Delivery Teams we have today—teams dedicated to providing efficient, user-focused IT support across the SSHIS Partnership.

What other roles and departments have you worked in during your career?

Since joining the NHS in 2001, I’ve been fortunate to work within SSHIS in its various forms.

Before that, my first IT role was at NatWest Bank, where I started as a User Acceptance Testing Officer for one of the bank’s software development teams. After a few months working closely with developers and supporting new systems, I transitioned into managing the bank’s small internal IT Support Desk.

Prior to moving into IT, I worked in NatWest as a Debt Recovery Officer—a role that taught me a great deal about delivering customer service in challenging situations and finding ways to maintain professionalism and empathy, even when conversations weren’t easy.

What motivated you to move roles?

I’ve always been driven by two key principles: building strong, positive relationships both with colleagues and customers and the delivery of exceptional customer service at every level of the IT service. Moving into new roles has given me the opportunity to work more closely with colleagues across different teams, fostering collaboration and trust while ensuring that the services we provide truly meet the needs of our users.

What support helped you to make this change?

The biggest support came from the people around me. I’ve been fortunate to work with colleagues and managers who encouraged my development and trusted me to take on new challenges. Their guidance and willingness to share knowledge gave me the confidence to step into roles with greater responsibility.

I also benefited from a culture that values teamwork and continuous improvement. Having open communication and strong relationships meant I could learn from others while contributing my own ideas. This collaborative environment made it possible for me to grow while supporting the growth of those around me.

What do you value about progressing your career in S&SHIS?

What I appreciate most is the chance to support others in their own career development. Helping colleagues grow, providing guidance, and creating opportunities for them to succeed is incredibly rewarding. For me, career progression isn’t just about personal achievement—it’s about driving improvement for the service as a whole and empowering the people who make that possible.

What would be your best piece of advice to others seeking a career in the S&SHIS?

Always challenge yourself and be open to feedback—it’s one of the fastest ways to develop. Find what truly interests and motivates you, then seek out opportunities to explore those areas both within the workplace and beyond. I’m a firm believer that the effort you put in will come back to you two or threefold, so invest in your development and embrace every learning opportunity.