Aerospace and Defence
IT Service Delivery Manager
IT Manager

IT Service Delivery Manager for 17000 global users covering MoD and private sector Aerospace and Defence companies including Honeywell, Lockheed Martin, Airbus, Boeing and Sikorsky.  

Key Responsibilities & Achievements:

Leadership & Management: Accountable for the end-to-end delivery of IT services across three UK sites and two Government X-List locations. Led a diverse team comprising service desk personnel, European data centre operations, data and communications managers, as well as ERP/MRP application business analysts.

Business Change & Strategy: Developed and executed a comprehensive business change strategy focused on refining procedures, policies, systems, and application development, alongside effective change and release management processes.

Security & Compliance: Successfully achieved and maintained MoD network security accreditation. Managed penetration testing and business change initiatives to meet rigorous audit requirements, ensuring continuous compliance with security standards.

Operational Excellence: Drove enhanced operational maturity by aligning IT processes with ITIL best practices and Lean/Agile methodologies, leading to measurable improvements in IT efficiency and performance.

ITIL & Service Management: Spearheaded the creation and implementation of new ITIL-based policies and procedures for incident, problem, change, configuration, and capacity management. Ensured operational excellence through a structured and consistent approach to service delivery.

Outsourcing & Vendor Management: Directed the successful integration of an outsourced first-line call centre, achieving a sustained SLA performance of 98%, significantly exceeding the 85% target.

Hardware Deployment & Infrastructure: Introduced innovative deployment technologies such as WDS, USMT, and WMA for MAC users, removing bottlenecks and accelerating hardware rollouts.

Supplier & Contract Management: Established and managed a Supplier and Contract Management Information System, fostering strong partnerships with suppliers and vendors to drive mutual value and accountability.

Lean & Agile Transformation: Led a full procedural review to incorporate LEAN and AGILE methodologies, streamlining processes to increase efficiency and operational performance. Pioneered the achievement of LEAN IT accreditation, becoming the first team within UK Shared Services to earn this recognition.

IT Strategy & Budgeting: Formulated and delivered a strategic IT roadmap alongside realistic budget forecasts, enabling the alignment of technology with business objectives and ensuring optimal resource allocation.

Technology & Innovation Leadership: Championed the adoption of emerging technologies, including Citrix and Security Gateway Access, enhancing security posture and expanding perimeter defenses.

Business Change Management: Led technology-driven business change initiatives, focusing on key areas such as people, strategy, processes, and technology, fostering a culture of collaboration and driving the successful adoption of innovative solutions.

Customer Satisfaction & Service Improvement: Developed and implemented a customer satisfaction survey, producing actionable insights that resulted in an increase in IT customer satisfaction from 68% to 82%. Introduced ITIL-based continual service improvement processes and best practices, ensuring ongoing service excellence.

Project Management & Stakeholder Engagement: Revamped IT project management processes, fostering strong stakeholder relationships through transparent communication and efficient delivery. Consistently achieved on-time, on-budget project delivery.

Virtualisation & Infrastructure Optimization: Led the adoption of virtualisation technologies, reducing the physical server footprint by 40%, significantly enhancing infrastructure performance while lowering hardware maintenance and utility costs.

Cost Optimization & Budget Management: Oversaw operational and capital budget forecasting, continuously seeking opportunities for cost reduction while maximizing ROI through value-added services and efficient resource management.

Information Security Leadership: Acted as the Information Technology Security Officer (ITSO), establishing a comprehensive enterprise information security programme. Delivered strategic recommendations to the executive team on cost-effective data protection solutions and security practices.

Security Accreditation & Compliance: Successfully achieved CESG/MoD Security Accreditation, enabling the organization to securely manage and handle protectively marked HMG material. Enhanced security measures in line with the HMG CESG Security Policy Framework and RMADS, contributing to ISO27001 readiness.

Security Culture Development: Established a Security Working Group to drive cultural and procedural change, delivering targeted educational campaigns that reinforced security best practices across physical, data, and technological domains.