David Peyton

A visionary and hands-on EUC Leader dedicated to creating seamless, stress-free technology environments for end users. Expert in defining technology strategies, building high-performing technical teams, and driving operational excellence through automation and modern service delivery. Proven track record in managing complex OS lifecycles, AV infrastructure, and mobile device management within highly regulated and high-profile environments.

Service Operations Manager at HS2 IT Services (NTT Data) (2023-04 – 2026-04)

• Led a major hybrid Windows 10 to Windows 11 migration, focusing on seamless deployment and minimal user impact
• Introduced Microsoft Power Platform solutions to automate device provisioning, significantly improving the New Starter experience
• Managed end-to-end AV operations and meeting room technology, ensuring high availability for collaboration tools
• Established a tech hub repository and documentation library to standardize EUC operational standards organization-wide
• Created standardized communication and ticket handling templates for service desk operations
• Responsible for onboarding, training, and ongoing development and people management of staff
• Consistently maintained a customer satisfaction rating (CSAT) of over 9 for customer experience
• Facilitated ticketing between 1st line Service Desk and 2nd line Technical Engineers through to specialized third-line towers
• Responsible for service delivery aligning with agreed-upon service levels (SLAs)
• Managed the Continuous Improvement Management (CIM) Register
• Managed standard and non-standard changes within committed timeframes
• Utilized Root Cause Analysis (RCA) methodology for problem records
• Managed senior stakeholder and client relationships
• Worked in collaboration with SIAM systems
• Managed incidents and escalations against SLAs to meet contractual obligations
• Produced analytical data reporting of service operations
• Developed and executed innovation projects to streamline operations and optimize resources
• Served as a MIM representative and key player for EUC operational duties
• Worked closely with commercials to analyze and procure products for the service catalogue
• Acted as a third-party vendor liaison

Operations Delivery Manager at HS2 IT Services (Spherica) (2022-07 – 2023-04)

• Developed and implemented the Tech Bar concept, creating a physical and digital touchpoint for immediate support and equipment needs
• Mentored a team of engineers and technicians, fostering a culture of proactive problem-solving
• Oversaw the full lifecycle of IT assets, from procurement to secure disposal, ensuring data integrity and cost-efficiency

EUC Team Leader at HS2 IT Services (Spherica) (2021-10 – 2022-07)

• Managed staff rosters and escalation processes across multiple sites to ensure consistent service delivery for a mobile workforce
• Built a comprehensive digital knowledge base to empower users through self-service and reduce support overhead

Junior Tech Engineer at HS2 IT Services (Spherica) (2020-12 – 2021-10)

• Contributed to laptop refresh and return-to-work projects post-COVID
• Gained hands-on technical skills in asset management, boxing, shipment, and deployment

Junior Technical Engineer at KPMG (2019-02 – 2020-12)

• Key contributor to high-profile projects, including Office 365 deployment and Skype for Business rollouts
• Specialized in OS imaging, software packaging, and resolving complex hardware/software issues right first time
• Played a vital role in achieving and maintaining Cyber Essentials+ certification

Café Manager at KPMG / HS2 (2019-02 – 2021-10)

Managed catering and hospitality operations alongside technical responsibilities.

• Assisted with Office 365 and Skype for Business rollouts
• Contributed to maintaining Cyber Essentials+ standards and resolving hardware/software issues

BA (Hons) in Music Business Management – Royal Docklands School of Business

Course Coordinator – Emedica (2010-10 – 2020-10)