Delivery work

Six delivery case studies

Each one follows the same pattern: problem, role, actions, result, evidence. Expand any card for the full artefacts and evidence.

AuditFlow OS, the flagship product build, has its own page. View AuditFlow OS →

Some cards include an illustrative artefact preview. Original evidence and records from HMG and Lewisham Homes cannot be shared, so these are generic recreations built to show structure, not real project documents.

Audit & assurance

1. HMG IS4 Audit Readiness & COMSEC Audits

HMG · COMSEC Compliance Team

Role: Auditor / Incident Manager
Project type: Audit & assurance
Environment: Government, multiple concurrent accounts
Duration: Nov 2025 to Jun 2026

Problem

Government and regulated organisations have to demonstrate HMG IS4 v8.1 compliance for cryptographic custodianship, but audits run across multiple accounts at once, and evidence and audit trails are often scattered across teams and inconsistently documented, so fieldwork has to be scheduled without slowing down any single engagement.

Actions

Built one structured audit readiness pack used across all accounts, rather than tailoring evidence frameworks separately for each one
Coordinated evidence review and fieldwork scheduling across multiple concurrent audit accounts with auditee contacts
Reviewed accounting records, permission logs and authorisation documentation against information assurance requirements to determine audit-trail completeness
Applied risk assessment methodology to produce risk-rated findings, then briefed senior stakeholders and tracked remediation to closure
Investigated cryptographic incidents from initial escalation through root-cause analysis, corrective action planning and validation

Scope & Plan

→

Request Evidence

→

Review & Validate

→

Findings & Risk Rating

→

Remediation

Result

Risk-rated findings with remediation actions

Clear, evidence-based conclusions

Non-compliance tracked through to closure

Lesson: a defensible finding depends on evidence that is traceable back to a control, not just a narrative description of what was seen.

Evidence

Audit readiness packEvidence request trackerFindings registerRisk rating matrixRemediation tracker

Illustrative

Findings register (structure only)

Ref	Control area	Finding	Rating	Status
F-01	Access control	Periodic access review not evidenced	High	Open
F-02	Change management	Change record missing approval sign-off	Medium	In progress
F-03	Documentation	Procedure document out of date	Low	Closed

Illustrative recreation, not an actual HMG document.

Risk identification & mitigationGovernance & complianceProcess mapping

Service transformation

2. Service Request Catalogue & Onboarding Transformation

HMG · ServiceNow & Service Manager

Role: Service Request Catalogue Analyst
Project type: Service transformation
Environment: Secure service, office & remote routes
Duration: Feb 2022 to Nov 2025

Problem

New starters were delayed because the request process was fragmented: office-based and remote onboarding ran through separate approval routes, approvals were not always clear, and any redesign had to work for both without creating two systems to maintain.

Actions

Consolidated approval workflows into a single request journey instead of optimising each route separately
Redesigned request forms, workflow logic and approval routes, then tested them before release
Audited 200+ catalogue offerings three times a year and created/tested 20+ self-service catalogue offerings
Analysed 11 months of service desk data to identify and fix routing failures

Request Intake

→

Approval Routing

→

Fulfilment & Delivery

→

Closure & Feedback

Result

Before

2–3 months

After

<1 month

Lesson: onboarding issues are often workflow issues, not just fulfilment issues. Ownership has to be visible before a request goes live.

Evidence

Workflow mapApproval matrixRequest form design notesTest scriptsRelease checklist

Illustrative

Onboarding approval workflow (structure only)

Request submitted by new starter or line manager, single form for office and remote routes
Line manager approval confirms role, start date and equipment needs
Security & governance check validates access level against role
Routed to resolver group for fulfilment: accounts, equipment, access
Closure & feedback confirms request complete and starter is ready

Illustrative recreation, not an actual HMG workflow diagram.

Stakeholder engagementUAT & workflow testingGovernance & complianceProcess mapping

Digital delivery

3. Housing Inspection Digitisation

Lewisham Homes · includes Surface Pro deployment

Role: Infrastructure Support Officer, IT representative
Project type: Digital delivery
Environment: Public sector, field & office
Duration: Oct 2020 to Feb 2022

Problem

Housing inspections ran on paper-heavy, manual processes. Field connectivity could not be guaranteed, so the technology choice had to work in inconsistent network conditions, not just ideal test conditions.

Actions

Recommended Surface Pro devices with Citrix and mobile data connectivity, based on operational risk assessment rather than device specification alone
Advised IT leadership on technology options and implementation risk, and coordinated with field teams, suppliers and the service desk on rollout risk
Supported deployment and adoption of 150 to 200 devices, enabling on-site data capture and digital signatures
Supported user training and change adoption through the rollout

Business Need

→

Solution Definition

→

Pilot & Testing

→

Deployment

→

Adoption

Result

150–200 devices deployed

Manual re-entry reduced

Faster turnaround, better data accuracy

Lesson: field technology has to be designed around the real working environment; selection should weigh operational risk, not only device features.

Evidence

Technology risk assessmentDevice rollout planInspection workflow diagramUser training notes

Illustrative

Surface Pro rollout checklist (structure only)

Device imaged and configured with Citrix and mobile data profile
Connectivity tested in a representative field location
Digital signature capture confirmed on-site
User training completed and support contact issued
Device handed over and inspection record created

Illustrative recreation, not an actual Lewisham Homes document.

Risk identification & mitigationRollout & change managementDelivery management

Infrastructure delivery

4. Remote Working Enablement

Lewisham Homes · COVID laptop rollout

Role: Infrastructure Support Officer
Project type: Infrastructure delivery
Environment: Public sector, lockdown response
Duration: 2020, COVID lockdown period

Problem

Lockdown required a fast move to remote working. Devices had to reach staff and be secured for remote access in a much shorter timeframe than a normal rollout, without the usual lead time to test everything end to end.

Actions

Built access provisioning and endpoint controls into the deployment process itself, prioritising secure-by-default over speed alone
Led device preparation and dispatch for 250+ laptops
Coordinated access provisioning across Active Directory, Intune and MobileIron, and set up Citrix for secure remote access
Maintained business continuity through operational disruption, alongside continued infrastructure delivery for hybrid working and office downsizing

Plan

→

Configure

→

Deploy

→

Secure Access

→

Support

Result

250+ laptops deployed

Access controls maintained at scale

Remote working enabled without service loss

Lesson: rapid rollout only holds up if access provisioning and endpoint controls are built in from the start rather than added afterwards.

Evidence

Device deployment checklistAccess provisioning logSupport runbook

Illustrative

Lockdown deployment plan (structure only)

Week 1 — Prioritise dispatch by role, image and configure first batch of laptops
Week 2 — Provision access in Active Directory, Intune and MobileIron as devices go out
Week 3 — Set up Citrix remote access, monitor early support demand
Ongoing — Run support desk for access issues, track outstanding device requests to closure

Illustrative recreation, not an actual Lewisham Homes document.

Rollout & change managementDelivery management

Cost optimisation

5. Telecom Estate Rationalisation

Lewisham Homes · migration to O2

Role: Infrastructure Support Officer
Project type: Cost optimisation
Environment: Public sector IT
Duration: During O2 migration

Problem

The business SIM estate had grown without regular review. A migration to O2 was an opportunity to check which lines were still active before carrying them across, but the migration could not interrupt active users, so every recommendation had to be validated first.

Actions

Led a SIM usage audit across the business estate, collecting and analysing usage data line by line
Recommended removing dormant and duplicate SIMs during migration rather than carrying unnecessary assets into the new contract
Coordinated recommendations with service owners and finance before any lines were switched off
Delivered SIM deactivation as part of the O2 migration

Data Collection

→

SIM Audit

→

Stakeholder Discussions

→

Recommendation

→

Implementation

Result

Operational220 → 117 active SIMs
Cleaner, auditable telecom estate

BusinessEstimated 30% telecom cost reduction
Reduced unnecessary contract spend

Lesson: a migration is the natural point to audit an estate, since the business already has to touch every line to move it.

Evidence

SIM usage audit logStakeholder recommendation memoMigration trackerCost savings summary

Illustrative

SIM usage audit summary (structure only)

SIM range	Usage	Recommendation
***1200–1234	No activity, 90+ days	Deactivate
***1235–1260	Duplicate of active line	Deactivate
***1261–1289	Low, seasonal use	Review
***1290–1340	Regular business use	Retain

Illustrative recreation, not an actual Lewisham Homes document.

Governance & complianceRisk identification & mitigationDelivery management

Learning design

6. New Member Experience & Knowledge Transfer

HMG · COMSEC Compliance Team · sanitised summary

Role: Onboarding & training design lead
Project type: Learning design & knowledge transfer
Environment: Government audit team, sanitised summary
Duration: Nov 2025 to Jun 2026, as new members joined

Problem

New members needed enough framework knowledge to be useful quickly, but audit work is high-stakes, so onboarding had to build real competence, not just familiarity, before anyone touched live compliance work. All operationally sensitive detail and security markings have been removed from this summary.

Actions

Sequenced the path so shadowing live audit activity came after custodian training and documentation grounding, so new members had context for what they were watching
Designed the onboarding curriculum and training sequence
Delivered custodian training and audit documentation walkthroughs
Coordinated shadowing on live audit activity and built practical confidence before independent compliance work

Framework Understanding

→

Custodian Training

→

Documentation

→

Shadowing

→

Confidence Building

Result

Structured path from theory to live audit shadowing

Faster ramp-up for new team members

Reusable onboarding structure for future joiners

Lesson: this shows I can turn technical subject matter into a structured onboarding journey, not just deliver the work myself.

Evidence

Onboarding curriculum outlineCustodian training notesShadowing schedule

Illustrative

Onboarding ownership grid (structure only)

Activity	Responsible	Accountable	Consulted
Framework understanding	New member	Team lead	Onboarding lead
Custodian training	Onboarding lead	Team lead	New member
Shadowing live audits	New member	Onboarding lead	Senior auditor
Sign-off to independent work	Team lead	Team lead	Onboarding lead

Illustrative recreation, not an actual HMG document.

Delivery managementGovernance & compliance

Project archive

Five shorter case studies

Missed Call & Contact Driver Analysis

Analysed 11 months of missed call and service desk data to identify high-volume contact drivers, peak demand periods and routing failures across password resets, account lockouts and access queries.

SRC Conformance Audits

Conducted Service Manager conformance audits three times a year, reviewing 200+ catalogue offerings to verify ownership, points of contact, approval routes and SRC governance compliance.

Office Downsizing & Agile Workstation Rollout

Delivered infrastructure for hybrid working and office downsizing, including agile workstations, desk booking, authentication controls, network ports, server connectivity and workstation access.

SRC Glossary & Team Mentoring

Mentored three colleagues across an eight-person team in SRC processes and ITIL v4 preparation, and produced a 50+ term SRC glossary for new entrants.

AuditFlow OS Roadmap & Backlog

Phased roadmap running from Notion MVP through to SaaS scale, with a prioritised backlog covering audit records, findings, evidence, actions, dashboard and framework mapping. See the full AuditFlow OS page for details.

How I run delivery day to day

Project delivery toolkit

RAID

Risks, assumptions, issues and dependencies tracked through delivery.

RACI

Clear ownership: who is responsible, accountable, consulted and informed.

Workflow mapping

Current-state and target-state process maps.

UAT

User acceptance testing before release.

Rollout planning

Sequenced deployment, communication and support plan.

Lessons learned

Captured after each phase and fed into the next project.

Benefits tracking

Outcomes measured against the original objective.

Tools & Technologies

ServiceNowService ManagerPowerShellActive DirectoryMicrosoft IntuneMobileIronPower BIJiraConfluence

10+

Years across government & regulated environments

200+

Catalogue offerings audited yearly

150–200

Devices deployed, field rollout

25%

Reduction in system downtime

Open to Roles Such As

Project ManagerTechnical Project ManagerInfrastructure Project ManagerDigital Delivery ManagerService Delivery ManagerPMO AnalystTransformation Analyst