Cambridge, England, United Kingdom
+ Head of IT Service Management, experienced in managing large scale technical and operational teams + Proven track record enhancing quality, reducing costs and improving time to deliver. + Successfully delivering IT transformation and change leveraging ITIL best practices. + ITIL®v4 Foundation certified. + ISO9001:2015 certified A hands-on and dynamic Senior IT Service Manager with 18+ years of managing technical teams and 4 years in strategic leadership. I have a proven track record of enhancing quality, reducing costs and shortening service delivery times. Recognised for my pursuit of excellence and ability to capitalise on operational efficiencies, I excel in navigating complex IT challenges. My expertise includes driving significant IT transformations, leveraging ITIL best practices, and leading change management initiatives to achieve exceptional business outcomes. Committed to sustainable growth, I utilise strong planning, organisational, and problem-solving skills to forge strategic alliances and guide technical teams towards corporate goals.
As Head of IT at Bidwells, I provide strategic and operational leadership across all areas of technology, from infrastructure and service delivery to cybersecurity and digital transformation. I ensure the business operates on a secure, resilient, and high-performing technology platform that supports growth and delivers measurable value. Partnering with senior leaders, I shape IT strategy to align with business objectives and drive innovation that enhances efficiency, collaboration, and client experience. My approach combines a focus on operational excellence with a commitment to continual improvement and forward-looking technology leadership.
Promoted to IT Operations Director to lead the restructuring and scaling of Print and Telecom operations, standardising processes against ITIL and other best-practice frameworks to improve service reliability and cross-functional collaboration. The role broadened accountability to cover multi-site UK operations, larger cross-functional teams, and increased operational and capital budgets, with a clear mandate to optimise costs and embed consistent service KPIs across all locations.
Led end-to-end service operations across IT, Print, and Communications for over 3,000 customers, contributing to Espria's £35 million annual turnover. Leveraged technical expertise and ITIL best practices to deliver innovative, market-leading managed services to UK and global clients, while driving operational excellence, financial performance, and strategic growth initiatives. Key Responsibilities - Provide strategic leadership to an ITIL-aligned, cross-functional technology team, ensuring compliance with ISO 20000-1 standards to deliver high-quality, reliable IT services. - Set and manage service delivery and cost targets within the P&L. - Drive continual improvement to enhance customer experience and operational efficiency. - Lead ISO27001 and Cyber Essentials compliance efforts, overseeing risk management strategies and delivering comprehensive risk assessments to the board. - Develop and manage cost-effective, value-adding relationships with external suppliers.
As Head of Customer IT at Zellis, I led the transformation of customer-focused IT services, overseeing service delivery, infrastructure, and the transition to modern DevOps practices. I drove initiatives to improve service performance, reduce incident resolution times, and embed a culture of proactive support and accountability. Partnering with business and technical leaders, I aligned IT operations with commercial objectives, ensuring that technology delivery consistently supported customer success and business growth. By modernising processes and championing automation and collaboration, I enhanced service reliability, optimised resource utilisation, and strengthened Zellis’s position as a trusted technology partner.
Part of the senior leadership team overseeing customer onboarding, relationships and satisfaction. Responsible for improvement initiatives, customer retention and complaint escalations across approx. 300 SME customers.
Team management of the ITIL aligned service desk with 1st to 3rd line skills, ensuring adherence to customer SLAs and specific KPIs set by the business. Managing major incidents, escalations, and Problem & Change management (CAB).
Senior Field Engineer for 3C Shared Services supporting the IT infrastructure to Cambridge City Council, South Cambridgeshire District Council and Huntingdon District Council. Providing support to local facilities and amenities in the surrounding areas.