Avnil Aulakh

IT Operations and Service Delivery Manager with 10+ years' experience, including 4+ years in leadership roles, leading EMEA service delivery across a multi-site environment. Proven track record of improving service performance, including increasing SLA compliance from 70% to 98% through strong operational control and data driven decision making. Experienced in leading distributed teams, driving service improvement, and aligning IT operations with business priorities.

IT Service Desk Manager (EMEA) - Tosca Services Ltd

(2024-09)

• Lead EMEA IT operations and 2nd line service delivery across a multi-site environment
• Own incident, request, and problem management in line with ITIL best practices
• Improved SLA performance from 70% to 98% through enhanced queue ownership and reporting
• Increased first-time fix rate to 65% by introducing Tier 0 self-service, a structured knowledge base, and a Copilot chatbot
• Developed Power BI dashboards to drive SLA accountability and performance visibility across the organisation
• Secured additional headcount through a data-driven business case aligned to regional demand and operational risk
• Led team performance and development while delivering £20k+ in cost savings

Senior IT Support Lead - Camden Council

(2022-05 - 2024-07)

Led workload distribution and enforced clear queue ownership across 125+ sites with 12 engineers supporting 5000+ users.

• Led workload distribution and enforced clear queue ownership to improve service efficiency and team accountability
• Reduced resolution times by 15-20% through process optimisation and improved demand management
• Increased first-time fix rate to 60%+ by introducing Tier 0 self-service and a structured knowledge base
• Managed team performance through regular 1-2-1s, coaching, and development planning
• Used service data and trend analysis to proactively identify issues and drive continuous improvement
• Maintained operational stability through structured major incident handling, secure device management, and robust access controls

Service Centre Technician / Desktop Engineer (2nd Line) - Camden Council

(2018 - 2022)

Provided 2nd line support within a large-scale IT operation supporting 5000+ users.

• Supported a Windows 10 rollout across 100+ sites
• Reduced repeat incidents by 15% through improved fixes and documentation
• Built and deployed devices using SCCM and supported Intune-managed environments

Earlier IT Roles - Various Organizations

(2016 - 2018)

• Provided IT support across environments supporting up to 4500 users
• Supported large-scale deployments, including 1100+ devices during the Grenfell emergency response
• Managed Active Directory, onboarding, and BAU support

BTEC Level 3 Diploma - ICT Professional Competence (IT & Telecoms)

BTEC Level 3 Diploma - ICT Systems and Principles

GCSEs - Maths, English and Science