Maria Pennington

Strategic and results-driven professional with over a decade of experience leading service performance, quality governance, and operational change across telecoms, security, and customer service sectors. Skilled in managing high-performing teams, implementing robust frameworks, and driving measurable improvements in KPIs, compliance, and customer satisfaction. Coached and supported teams through change and learning by creating safe spaces and adapting guidance to evolving needs. I bring a grounded, people-focused approach to leadership—balancing structure with adaptability and always aligning performance with purpose.

Corporate Leadership & Change

TalkTalk Ltd / PXC Communications (Post-Demerger)

• Service Performance Manager (2024–2025): Led service improvement initiatives, monitored KPIs/SLAs, and drove NPS and partner survey outcomes.
• Change Management Team Leader (2023–2024): Delivered enterprise-wide change, embedded accountability models, and engaged stakeholders.
• Security Access Manager (2022–2023): Directed SSO/IDAM strategy, managed risk, and liaised with auditors.
• Access Control Team Leader (2019–2022): Oversaw identity governance, led ISO audits, and ensured compliance.
• Quality & Governance Manager (2017–2019): Delivered IS9001 and financial audits, improved cross-functional reporting.
• Sales Quality Framework Co-ordinator (2015–2017): Designed and embedded quality frameworks across sales operations.

Academic

• BA (Hons) English Literature, Drama and Theatre Studies – 2:2
• A-Levels: Theatre Studies (B), Religious Studies (C), English (C)
• GCSEs: 8 A–C including Maths and English

Counselling Qualifications

• Level 4 Diploma in Therapeutic Counselling
• Level 3 Diploma in CBT
• Level 9 Certificate in Couples and Family Counselling
• Transactional Analysis, Psychoanalysis, Solution-Based Therapy
• Professional Therapist Online Business Diploma (CTAA)

Leadership & Education

• Level 3 Team Leading and Supervision
• Ascentis Level 3 Education and Training