Sam Harvey

Experienced IT professional with 7 years of experience across service delivery, data analysis, reporting and operational support. Currently working in a Service Delivery Lead role, combining customer relations with data-driven analysis to improve performance, inform decision-making and drive processes. Skilled in developing performance reporting, data models and automated Excel dashboards, with experience analysing operational and engineering data to identify trends, monitor KPIs and SLAs, improve data quality and provide actionable business insights.

Strong understanding of operational governance, workflow improvement and using data to identify inefficiencies and opportunities for automation. Experienced in working with cross-functional teams and stakeholders to establish clear processes, improve service delivery and ensure effective ownership. Confident translating complex engineering and operational data into clear insights for senior stakeholders, while balancing competing priorities and maintaining a strong focus on customer and business outcomes.

Now looking to apply this combination of operational leadership, performance insight, data analysis and process improvement within a Business Enablement environment, supporting effective Sales Operations, governance, reporting and operational readiness.

Internal Engineering Service Delivery Lead at GREENSAFEIT (2025-01 – Present)

• Develop and maintain data models to assess hardware component compatibility, ensuring accurate decision-making across engineering workflows.
• Design automated Excel based reporting dashboards to monitor team performance, highlight trends, and support data driven team improvements.
• Manage key customer relationships while, including streamlined approval processes for hardware repair pricing.
• Analyze engineering request data to uncover operational patterns, generate insights, and recommend process enhancements.
• Enhance engineering call logging efficiency by introducing Excel automation solutions that reduce manual effort and improve data quality

Internal Engineering Breakfix Analyst at GREENSAFEIT (2024-05 – 2024-12)

• Coordinate and prioritize Breakfix requests to ensure timely resolution of hardware issues.
• Collaborate with IT teams and third-party vendors to escalate and resolve complex technical problems.
• Maintain accurate records of all service requests, ensuring proper documentation of actions taken.
• Manage inventory of IT equipment and spares, ensuring prompt availability for prompt issue resolution.

IT Support Technician at FOGSTAR LTD (2017-09 – 2022-01)

• Troubleshoot and resolve hardware, software, and network issues for a small family business
• Install and configure software and hardware, including desktops, laptops, printers, and packaging equipment
• Perform routine maintenance tasks, such as installing software updates and patches

IT Service Desk Analyst at HALFORDS (2015-01 – 2016-09)

• Supporting the delivery of first line IT services to Halfords users across 470+ retail stores, 300+ Autocentres, 2 Distribution centers and central head office.
• Handling incoming incidents & service requests via phone, email & in person promptly & effectively.
• Taking ownership of calls and seeing them through to closure.
• Diagnosing a wide range of technical issues and aiming to resolve at the first point of contact within the targeted time
• Working within the ITIL Service Management v3 framework to achieve the above.

IT Software Development – NORTH EAST WORCESTERSHIRE COLLEGE (2013-05)