Adrian Tucker

Restored a major global contract to sustained 100% SLA performance, maintaining stability for over 12 months. Leading a Matrix team of c. 250 FTE.

• Led major incident and recovery activities at senior level, coordinating cross-functional teams to minimise customer impact.
• Established structured service governance with control points, reporting cadence, and accountability frameworks across delivery, engineering, and suppliers, enhancing service consistency.
• Introduced assurance and review activities to validate service readiness and control effectiveness, ensuring timely action closure.
• Reduced SLCs from £2.5m to zero
• Improved operational reporting and visibility, facilitating informed decision-making at executive level.
• Embedded operational guardrails within delivery and change activity, improving predictability and reducing service risk.

Led large-scale transformation programme within complex global customer environment, ensuring delivery control, operational readiness and continuity of service.

• Led global bid to win and SD-WAN rollout across 1,500+ sites as part of a multi-year transformation programme. leading a Matrix team of c. 165 FTE
• Strengthened governance and delivery control across distributed teams and suppliers, enhancing alignment and accountability.
• Replanned delivery during COVID disruption to ensure continuity of service for global customers, adapting strategies to meet evolving challenges.
• Improved visibility of risks, dependencies and readiness, facilitating earlier intervention and smoother transitions into live operations.

Led global service management teams with accountability for performance, governance, supplier management and customer outcomes across complex multi-vendor environments.

• Took control of underperforming services, restoring stability and stakeholder confidence through structured governance.
• Led incident, continuity and recovery activity during high-pressure disruption events.
• Strengthened incident, problem and change processes to improve operational discipline.
• Delivered sustained service improvements across global customer estates.