Daniel Walby

I am a dedicated and results-oriented professional with a strong background in IT Service Management and a genuine passion for leveraging technology to drive business success. With a proven track record as a Global IT Service Delivery Manager, I have honed my ability to lead diverse teams and effectively manage IT operations on a global scale, exceeding expectations and aligning services with strategic objectives.

• Costa Coffee Ltd
• Global IT Service Delivery Manager (May 2021 - Present)
• Led IT operations for a diverse global user base exceeding 18,000, encompassing in-store, field, and office users.
• Collaborated with key stakeholders to align IT services with organizational strategies and expectations.
• Conducted service reviews with third-party partners, enhancing service level performance.
• Managed operational budgets exceeding £4 million.
• Oversaw IT Service Desk, Problem Management, Asset management, and continual service improvement activities.
• Provided leadership and guidance to Identity Access Management (IDAM) and Asset Management teams.
• Led critical projects including domain migration, transition to a new global service desk provider, and implementation of ITSM best practice frameworks.
• bpha Ltd – IT Service Desk Lead & Problem Manager
• August 2012 – August 2019
• Managed a team of 6 Service Desk Analysts, including development plans, performance reviews, and shift schedules.
• Represented IT in service review meetings, presenting performance reports and project reviews.
• Implemented and managed key Service Desk & Service Management processes.
• Administered the IT Service Management System and produced performance reports for IT Management and the wider business.
• Coordinated major incidents and supported a diverse Windows-based environment.
• Focused on quality of service and customer satisfaction through regular IT User group meetings for feedback and suggestions.
• Led continual service improvement activities and crafted short and long-term Service Desk strategic plans.
• BlueChip UK Ltd – IT Account Manager
• September 2011 - August 2012
• Managed relationships with 30+ business clients, providing advice on IT infrastructure maintenance and improvements.
• Created and presented technical/business proposals for recommended project work.
• Ensured strong client relationships and exceeded expectations in service delivery.
• Organized meetings with clients to discuss their IT infrastructure at technical and business levels.
• Stayed updated on the latest technologies and their benefits for business continuity and productivity.
• Bedford School/Techies Ltd – IT/AV Technician
• September 2009 – September 2011
• Installed software packages and maintained various hardware and software systems.
• Conducted hardware upgrades, replacements, and installations.
• Managed network resources and maintained Active Directory.
• Provided technical support and resolved connectivity issues.
• Handled video/audio recording for events and temporary setups for AV equipment.

SKILLS & QUALIFICATIONS

ITIL Foundation v3 / v4

ITIL CSI v3

ITIL Service Operation v3

Service Desk Institute – Service Desk Manager – Mastery level

Microsoft Certified Professional 70-620

GCSE – English, English Literature, Science, Maths Design & Technology,

Geography