Joel Cox

IT Operations and Service Delivery leader with 26 years' experience, including 11 years in ISP and SaaS environments, 8 years at Samsung Europe, and 5 years at Condé Nast International. Proven track record transforming global technology functions, modernising shared service operations, and leading large multinational teams. Specialist in ITIL, ISO27001, GDPR, enterprise service governance, and high-availability infrastructure.

Known for delivering scalable operating models, improving service performance, and driving operational excellence across complex global environments.

Operations Director at Cheil (Samsung Europe) (2018-02 – 2026-02)

Led international operations function across 18 European countries, running integrated shared service operation supporting 34 Samsung.com EU sites with £16M budget accountability.

• Led a 74-person international operations function (23 direct reports) across 18 European countries, running an integrated shared service operation supporting 34 Samsung.com EU sites, accountable for £16M budget.
• Designed and implemented a centralized shared services operating model, improving speed to market, and reducing global operational costs by £2M, whilst scaling headcount to meet demand.
• Directed end to end digital launch operations for multiple flagship Samsung products across 28 languages under strict security and global release protocols, ensuring zero leaks and flawless execution.
• Served as senior partner to Samsung leadership, ensuring alignment of service performance, operational governance, and continuous improvement.
• Implemented global language translation service provider and led SEO certification across all markets to improve local site visibility.

Service Manager at Condé Nast International (2013-08 – 2018-02)

Managed global enterprise platforms in Europe and Asia for 3,000+ users, aligned services with ITIL, ISO27001, and GDPR across 10 markets.

• Managed global enterprise platforms in Europe and Asia for 3,000+ users, covering Salesforce, ServiceNow, Jira, Confluence, Okta, Adobe DAM, G Suite, and Microsoft 365.
• Aligned global services with ITIL, ISO27001, and GDPR, leading security audits and compliance programmes across 10 markets.
• Implemented ServiceNow enterprise-wide to standardise service desk operations and support automated infrastructure deployments.
• Directed migrations from OneLogin to Okta and from Office 365 to G Suite, improving security and simplifying application rollout.
• Supported centralised procurement, reducing Office 365 costs by £1.1M across Europe and Asia.
• Managed full-service delivery lifecycle using ITIL and Agile methodologies.
• Conducted security audits and wrote security policies aligned with ISO27001, and EU GDPR.
• Established business risk register, risk matrix, and disaster recovery and business continuity reviews.

Service Delivery Manager at ihotdesk (2011-06 – 2013-07)

Managed outsourced IT services for four key clients, covering infrastructure, networks, and systems, with continuous service improvement initiatives.

• Managed outsourced IT services for four key clients, covering infrastructure, networks, and systems.
• Streamlined processes and implemented continuous service improvement initiatives to reduce outages and enhance service quality.
• Supervised seven IT technicians across four sites, delivering performance reviews and development plans.
• Cut unplanned outages and improved risk management by implementing and documenting process changes at all client sites.
• Project-managed migration of 120 users to a hosted Citrix desktop service under tight deadlines.
• Audited seven client sites, tested disaster recovery plans, and delivered business continuity recommendations.
• Monitored KPIs and SLAs, revising metrics to improve fault resolution performance.

Customer Service Manager at Dubsat (2003-01 – 2011-04)

Managed global 24/7 support team overseeing global infrastructure, networks, and data centres supporting SaaS and ISP services.

• Managed a global 24/7 support team of nine specialists across systems, networks, and technical support.
• Oversaw global infrastructure, networks, and data centres supporting SaaS and ISP services for major media organisations.
• Reduced infrastructure expenditure by 50% by consolidating 15 racks and 50 servers into three racks through VMware virtualisation, improving stability and reducing on-call overheads by 45%.
• Improved team morale and reduced escalations by redesigning on-call processes and coverage.
• Implemented LiveChat to improve client support and reduce ticket resolution time.
• Provided 24/7 on-call support for global managed services.

Operations Engineer at Dubsat (formerly Vio Worldwide Ltd.) (2001-01 – 2003-01)

Configured network infrastructure, managed DNS, firewalls, and intrusion detection services for ISP and global SaaS services.

• Configured Cisco routers and managed network infrastructure for ISP and global SaaS services.
• Managed DNS, firewalls, and intrusion detection services for global clients.
• Built and deployed Windows and Linux servers for SaaS environments.
• Part of on-call team supporting 24/7 managed services, networks and global clients.

Application Support Specialist at Dubsat (formerly Vio Worldwide Ltd.) (2000-01 – 2001-01)

Delivered technical support for global SaaS platforms and authored user documentation.

• Delivered technical support for global SaaS platforms.
• Authored the user handbook for global SaaS services.

IT Manager, IT Technician, IT Manager & EPOS, Stock Control Manager at Various (1992-01 – 2000-12)

Earlier roles spanning IT management and technical support positions.