James Mahoney

Profile Snapshot

Dynamic service leader with a proven record of £1m+ contract renewals, £750k+ cost savings, and transformation across MSP and enterprise environments. A leader who sustains customer satisfaction and team retention. 

Professional Summary

Senior service leader experienced in running Service Desk, Field Engineering, and Customer Success functions across MSP and enterprise environments.

Strong track record in service transformation, ITIL governance, operational excellence, and building high-performing teams. Being a strong customer and team voice in SMT meetings.

Known for delivering major commercial outcomes, stabilising underperforming services, and driving customer satisfaction across multi-site and 24/7 operations.

Key Achievements

• £1m+ Contract Renewal — Designed a dedicated service model and acted as Virtual IT Director.
• £750k+ Cost Savings — Negotiated Dell pre-installation for 6,000-device EUC rollout.
• 6,000-Device EUC Refresh — Delivered procurement, logistics, and stakeholder governance.
• Operational Maturity — Improved SLA, CSAT, and service stability through ITIL processes.
• Team Leadership — Built and developed high-performing teams across MSP and enterprise.

• Service Leadership & Operations
• ITIL Incident / Problem / Change
• Customer Success & Stakeholder Engagement
• SLA/KPI Governance & Reporting
• Service Transition & Continuous Improvement
• Supplier & Contract Management
• Major Incident Management
• Technical Tools: Windows Server, Exchange, Avaya, Cisco, VOIP, Bomgar, Halo PSA, ConnectWise, Ninja RMM

Professional Experience

Head of Service / Service Desk Manager – Storm Tech

Jul 2023 – Feb 2026

• Delivered dedicated service model securing £1m+ renewal.
• Managed Service Desk (10 engineers) and Field Engineering (5 engineers).
• Owned recruitment, onboarding, performance management.
• Oversaw contract renewals, service reviews, and customer success.
• Directed major incidents, change governance, and service improvement.
• Embedded ITIL best practice.

Jan 2023 – Jun 2023

• Recruited technical staff aligned to capability and culture.
• Introduced structured 1:1s, onboarding, and performance processes.
• Managed customer and supplier escalations.
• Strengthened incident, change, and problem management.

Nov 2018 – Dec 2022

• Delivered 6,000-device EUC refresh across four brands.
• Negotiated Dell pre-installation achieving £750k+ savings.
• Managed Butlins migration from the Group.
• Chaired daily Change Control meetings.
• Oversaw asset management and lifecycle processes.
• Served as Out-of-Hours Escalation Manager.

Nov 2017 – Nov 2018

• Managed 14 VoIP engineers.
• Designed Customer QA Programme linked to bonuses.
• Developed on-call payment structure.
• Acted as senior escalation point.

Feb 2017 – Nov 2017

• Managed 12 on-site engineers.
• Conducted performance reviews and development sessions.
• Produced SLA reports and trend analysis.

Jul 2016 – Feb 2017

• Implemented ITIL processes.
• Introduced KPI tracking and mentoring.

Jul 2014 – Jul 2016

• Managed 1st & 2nd line teams.
• Led Problem and Major Incident Management.
• Delivered service improvement plans.

Feb 1996 – May 2014

• Managed 15-engineer NOC team.
• Delivered service improvements and optimisation.
• ISO adherence.
• Managing goods within the Warehouse.

School - GCSE level please see CV