Adam Johnson Email and Phone Number
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Experienced Technology Director, deeply committed to continuous improvement, focused on meeting and exceeding customer expectations.Responsibility for IT Service (Service Desk, Application Support, EUC, Service Management) & Infrastructure (Physical Infrastructure, Networks, Outsourced Managed Services & Cloud Platforms, Azure, AWS) in Global and EUR organisations.15+ years managing technical teams (c50+ individuals).Demonstrable, practical hands on experience of implementing ITIL, ISO27001 & ISO9001 frameworks as well as aligning to the GDPR working within regulated environments. Supporting M&A, Legal, Risk and Security activities.I have a passion for driving service improvements and building high performing teams. I have a hands on leadership style, coaching and developing people. I’m an advocate for supporting inclusion initiatives and am a certified Mental Health First Aider.
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Director Of Service And InfrastructureCox Automotive EuropeMacclesfield, Gb
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Director Of Service And InfrastructureCox Automotive Europe Dec 2021 - PresentLeeds, West Yorkshire, Gb -
Head Of Service And InfrastructureCox Automotive Europe Jan 2020 - Dec 2021Leeds, West Yorkshire, Gb
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Service Delivery DirectorFrontline Consultancy & Business Services Jul 2015 - Jan 2020Wilmslow, Cheshire, GbResponsible for all strategic and operational aspects of Service Delivery within the business.Managing the provision and ongoing contractual delivery of IT services within complex operating models spanning business, several internal IT teams and multiple outsourced suppliers.Lead Service Manager for complex/high value customer accountsManagement of the following teams/functions c35 individuals:• 24x7 Service Desk / IT Service Operations• Service Mgmt. Strategy/Operations• Small team of Service Delivery Managers• Senior Escalation point• SDM for key customer accounts• Incident, Problem & Change Mgmt. • CAB & ECAB functions• Service Design, Service Transition• Supplier Management• Process definition/Implementation• Service Reporting• Financial Mgmt. -
Service Delivery ManagerFrontline Consultancy & Business Services Dec 2014 - Jun 2015Wilmslow, Cheshire, GbResponsible for all aspects of Service Delivery within the business. Lead Service Manager for complex/high value customer accounts• Senior Escalation point• Management of Technical Support teams, 1st-3rd line Support Engineers.• Establishing Service Delivery framework• Process definition/Implementation• Service ReportingITIL - Service Management. Service Design. Change and Knowledge Management. Continual Service Improvement (CSI). Capacity Management.Working with Pre and Post Sales teams to ensure smooth service transition
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Global Customer Support ManagerAppsense Jun 2014 - Dec 2014UsPromotion:Responsible for running the AppSense Global Customer Support department. Managing the Global Support Desk & Operations in a 24/7/365 environment. Supporting the AppSense global customer base of 3000+/6mill+ endpoints across EMEA, US & APAC and internal staff.Leadership and Line Management of x22 man technical team(s) comprising of Support Technicians, Senior Support Technicians, Product Support Specialists and Shift Supervisors.Mentoring, coaching and developing of technical staff. Conducting 1-2-1 and performance reviews. Setting SMART objectives in line with business strategy.ITIL - Service Management. Service Design. Change and Knowledge Management. Continual Service Improvement (CSI). Service Delivery Management - working with PreSales and Professional Services teams to ensure maximum customer satisfaction. Conducting service reviews.Senior Escalation point for key customers.Overseeing and monitoring workload across the support teams to ensure that SLAs are being met and Incidents are correctly prioritised and progressed. Conducting regular reviews of service metrics and KPI's -
Technical Support LeadAppsense Jan 2011 - Jun 2014UsPromotion:Technical Support Lead, leading multi-level technical support engineers on the Global (24/7) Support desk, part of the Global Support Management team & key stakeholder with regards to the delivery of AppSense Desktop, Data & Mobile SaaS Support Services to Enterprise Customers, Channel Partners, System Integrators & Internal staff.Leadership & Line Management of a highly skilled technical x16 man team providing in-depth 1st, 2nd & 3rd line Technical Support.Mentoring, coaching and developing of technical staff. Conducting 1-2-1 and performance reviews. Setting SMART objectives in line with business strategy.ITIL implementation - Incident and Problem Management. Service Catalogue. Service Design. Knowledgebase. Continual Service Improvement (CSI). Defining SLAs.
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Technical LeadAppsense Oct 2009 - Jun 2011UsPromotion:• Leadership and Line Management of a 10+ man team of Support Technicians providing 1st & 2nd Line Technical Support for the AppSense product suite• Providing in-depth technical support to Enterprise Customers, Partners & System Integrators in Microsoft/VMware/Citrix environments• Recruiting and building a 1st Line Support team• Leading and Developing 2nd Line Support team increasing technical ability
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Support TechnicianAppsense Apr 2009 - Oct 2009UsProviding Telephone, Email and Remote technical support for 3000+ customers. • Troubleshooting by means of log analysis, remote sessions and technical recreation• Troubleshooting AppSense issues in Microsoft, VMware & Citrix environments• Helping with installation, configuration and post-sales support of AppSense products• Working to strict SLA's in a process driven environment• Prioritizing Incidents and escalating to Senior Support Technicians.
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Systems And Network AdministratorJohn Lewis Jan 2007 - Mar 2009London, England, GbNetwork Administrator for the John Lewis Partnership. Installing, maintaining and supporting the John Lewis branch network infrastructure, internal systems inc EPOS & providing technical support and Service Delivery for 1500 users on site and remotely. -
Warehouse OperationsJohn Lewis Jul 2001 - Dec 2006London, England, GbPart time job from leaving secondary school through College and University years.Customer focusedTeam Leader
Adam Johnson Skills
Adam Johnson Education Details
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Arden UniversityGeneral -
Liverpool John Moores UniversityMultimedia Technology
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Stockport CollegeGraphic Design
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The Kingsway SchoolGcse
Frequently Asked Questions about Adam Johnson
What company does Adam Johnson work for?
Adam Johnson works for Cox Automotive Europe
What is Adam Johnson's role at the current company?
Adam Johnson's current role is Director of Service and Infrastructure.
What is Adam Johnson's email address?
Adam Johnson's email address is ag****@****l.co.uk
What is Adam Johnson's direct phone number?
Adam Johnson's direct phone number is +1 801-208*****
What schools did Adam Johnson attend?
Adam Johnson attended Arden University, Liverpool John Moores University, Stockport College, The Kingsway School.
What skills is Adam Johnson known for?
Adam Johnson has skills like Citrix, Virtualization, Vmware, Windows Server, Vdi, Itil, Technical Support, Cloud Computing, Servers, Storage, Microsoft Technologies, System Deployment.
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