• Designs, plans, develops, and leads a portfolio of premium network services that define the company’s highest-tier customer experience. • Owns the end-to-end lifecycle of Elevate offerings, including Premium Support, Optimization Services, and Lifecycle Services from concept and definition through launch, scale, and end-of-life. • Ensures Elevate services deliver differentiated value, measurable customer outcomes, and sustained recurring revenue growth across the Network Services portfolio. • Develops strategy, sets functional direction, and drives innovative service concepts that materially impact customer retention, expansion, and brand trust. • Leads and mentors a senior product management team and provides functional leadership across large, cross-division initiatives.

• Provide commercial guidance to colleagues across the business, helping teams understand commercial and business risk considerations in day‑to‑day decision‑making. • Support the development of commercial inputs for bids and proposals, ensuring timely stakeholder engagement, alignment with business strategy, and a focus on competitive advantage and profitability. • Assist in drafting and negotiating customer contracts for assigned opportunities, working closely with Commercial Managers/Senior Commercial Managers to ensure terms are commercially sound and compliant with internal policies. • Support delivery of effective contract handovers and baseline reviews, and contribute to regular management reporting on commercial activities in line with business requirements. • Provide post‑contract commercial support on allocated accounts, including maintaining change‑control processes, ensuring accurate contract audit trails, and supporting the resolution of commercial issues or disputes. • Collaborate with Commercial colleagues to deliver commercial awareness training, helping to build capability and understanding across the organisation. • Contribute to the continuous improvement of commercial practices, supporting efforts to streamline processes, standardise contract approaches, and strengthen governance across the business. • Develop and maintain productive relationships with customer stakeholders, particularly within government organisations and the ID market.

• Lead the operational management of high-severity incidents and customer escalations across the OneStream Cloud platform. • Serve as the central coordination point during critical incidents, ensuring appropriate teams are engaged and resolution efforts remain focused and efficient. • Act as the incident manager during major incidents, maintaining situational awareness, coordinating response activities, and ensuring accountability for resolution actions. • Facilitate incident response calls, coordinate technical teams, and maintain executive-level communication during major incidents. • Clearly identify and assign resolution ownership to reduce ambiguity during incidents. • Ensure customers receive timely updates, clear communication, and strong ownership throughout the escalation lifecycle. • Own the operational incident lifecycle including incident declaration, coordination, escalation, communication, and post-incident review. • Drive root cause analysis (RCA) processes and ensure corrective and preventative actions are implemented and tracked to completion. • Track and manage escalated issues to resolution while identifying patterns, systemic risks, and recurring operational gaps. • Develop and improve incident management frameworks, escalation procedures, severity definitions, and operational runbooks. • Partner with cross-functional teams to reduce recurring incidents through automation, resiliency improvements, and architectural enhancements. • Monitor escalation metrics and operational KPIs including MTTR, incident frequency, and customer impact. • Lead post-incident reviews and drive accountability for operational improvements. • Own and drive measurable incident outcomes, including reduction in MTTR and reduction of recurring incidents.

• Support and advise the IAM Director in securing identities across the enterprise • Manage the IAM program and ensure the efficient operation of key platforms • Lead an international team responsible for uptime and continuous performance of IAM technologies