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Alan Dickson Email & Phone Number
Head of Service Management
at
Community Fibre Limited
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✓ Verified July 2026
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Profile completeness 86%
Current company
Role
Head of Service Management
Location
Greater Glasgow Area, United Kingdom
Who is Alan Dickson? Overview
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Alan Dickson is listed as Head of Service Management at Community Fibre Limited, based in Greater Glasgow Area, United Kingdom. AeroLeads shows a matched LinkedIn profile for Alan Dickson.
Alan Dickson previously worked as IT Service Operations Manager at Community Fibre Limited and Principal Technology Partner at Bt. Alan Dickson holds Mechanical Engineering from University Of Glasgow.
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Community Fibre Limited
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Profile bio
About Alan Dickson
Alan Dickson is a Head of Service Management at Community Fibre Limited. Colleagues describe them as "I've had the pleasure of reporting to Alan for the past 2 years in BT but our paths first crossed over a decade ago working on IVR. In the time I have known Alan he’s been a knowledgeable, reliable and enthusiastic part of the company! Professionalism goes without saying and he has a fantastic track record of deliverables most recently with the Retail Refresh. But what really makes Alan stand out is his first class managerial skills. I have seen first-hand how he gets the best from each of his team members. He’s approachable, supportive and always inspiring others in their roles and careers with his honesty, wisdom and warm personality." and "Alan Dickson is an exceptional professional, and it has been an absolute pleasure working alongside him. His down-to-earth sensibility and refreshing sense of humor make collaborating with him enjoyable, especially in an industry where simplicity can often be overcomplicated. Alan's technical expertise is unparalleled, and he consistently combines this with an innate ability to ask the right questions, ensuring that every project stays on course and delivers above expectations. When we worked together on upgrading the retail stores’ networks and infrastructure, moving from outdated xDSL and MPLS solutions to a state-of-the-art, software-defined network with fiber connectivity, Alan demonstrated brilliance in every aspect. He pushed us to think beyond traditional limitations, always challenging the status quo and driving us to deliver the best. His ability to blend technical precision with forward-thinking strategies was instrumental in the success of the project. The result was a world-class network that not only exceeded customer expectations but also earned Cisco’s prestigious Network of the Year award in 2023 and BT’s Support Team of the Year award in 2024. Alan is a leader who inspires those around him, making every meeting—whether virtual or face-to-face—both productive and engaging. His dedication, combined with a relentless pursuit of excellence, made a significant impact on this project. I highly recommend Alan to any organization that is looking for someone with deep technical acumen, strategic insight, and an unwavering commitment to success."
Current workplace
Alan Dickson's current company
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9 roles
Alan Dickson work experience
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It Service Operations Manager
Principal Technology Partner
As Principal Technology Partner I spearheaded the IT and network delivery to 430+ EE Retail stores and 4,000 users across the UK, driving innovation and operational excellence. Leadership & Management: Managed a multidisciplinary team of UX designers, solutions architects, technology partners and delivery managers, coordinating efforts with internal and external suppliers, both onshore and offshore.Strategic Planning& Execution: Led a £25 million transformation project, reducing complexity and sales journeys times by 30%. Delivered a single, personal device for every guide for all sales, service, and operational journeys.Technology Innovations: Conceptualised and delivered a comprehensive network and IT infrastructure overhaul, including the migration of POS to AWS Cloud, implementation of new pin entry devices and significant network improvements enhancing bandwidth and security.Recognition: My retail IT refresh project team won the CEO Spotlight Award for Corporate Support Team of the year 2024.
Jun 2019 - Oct 2024
Senior It Service Manager - Digital, Integration And Api Services At Ee
Responsible for ensuring the stable and smooth running of the EE Integration environment which underpins the key services running within the IT estate. This includes ensuring all SLA agreements are in place and on target, identifying and driving Service Improvements and supporting or leading other key ITIL practices such as Incident, Problem and Change Management. The ability to communicate with all levels of the business is fundamental as I work with everyone from front-line staff using the services through multiple support teams, 3rd party suppliers and senior management. In addition I work very closely with our Digital teams supporting the self-serve (App and Web), online shop and website services.Key activities:• Support the investigation and resolution of major incidents working with multiple support teams• Run service review meetings with suppliers and customers• Produce management reports or ad-hoc updates where appropriate• Manage multiple work-streams effectively• Manage weekly forums to review low priority incidents and identify repeat issues• Visit off-shore suppliers to build strong working relationships
Jul 2014 - Jun 2019
Senior It Service Manager - Campaigns And Strategic Projects
Support the delivery of key strategic projects as lead Service Manager coordinating both pre and post release activities ensuring operational readiness before launch and the transition to operational stability post launch. Managing the delivery and continuous improvement of applications used by the Campaigns area of the business.- Lead Service Manager on strategic projects ensuring all ITIL based processes are in place and defined with supporting documentation in place. This includes Service Level and Support agreements, capacity plans, license models and more.- Key part of release and implementation team to ensure processes and resources are in place for the handover from implementation into live was successful.- Own the defect management post releases coordinating technical a project resources to ensue faults are identified and resolved efficiently.- Management of Sales and Campaigns based systems working with the end users, technical support teams and 3rd party suppliers to ensure stability is maintained and continuously looking for improvement opportunities.
Oct 2012 - Jul 2014
Senior It Service Manager (Crm Services)
Manage the relationship with all out-source Service Partners and Vendors• Reviewing, challenging and approving quotes and invoices from suppliers• Negotiating and maintaining Service and Operational Level Agreements with Customers and Suppliers using ITIL best practices• Producing information for and conducting service reviews with all parties analysing performance and implementing recovery plans when required (requires international travel)• Working with the Service Management team as the primary contact with out-source partners and • Supporting the delivery of new service partners • Acting as the point of escalation during severity one and two issues affecting operations ability to complete core business functions • Ensuring all services are cost efficient to the company without compromising quality • Producing and recording information for monthly and quarterly reports highlighting operational performance is essential• Support change control process ensuring there is an owner when required Specialties: Negotiating and implementing Service Level Agreements Managing IT and Business relationships at all levels Building relationships with new suppliers and customers Project management and process writing
Jun 2011 - Oct 2012
Itil Qualified Service Level Manager - Contact Centres, Genesys Application Suite & Ivr
Primarily focus is to maintain good working relationships at all business levels across seven clients including five out-source companies. One of the key responsibilities is to ensure that the Service Delivery of all major IT application and services meet the business requirements by liaising with IT teams both on and off-shore. I conduct performance reviews with both internal and external senior management on a monthly and quarterly basis highlighting successes and development opportunities. This includes the Genesys application suite used by over 3,500 people and servicing up to 1.5 million customers per day. Project managed the closure of two contact centres saving the company £175,000
Oct 2007 - Jun 2011
May 2006 - Oct 2007
Business Analyst
Business Analyst supporting multi-million pound projects on behalf of Customer Services
Oct 2004 - May 2006
1 education record
Alan Dickson education
FAQ
Frequently asked questions about Alan Dickson
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What company does Alan Dickson work for?
Alan Dickson works for Community Fibre Limited.
What is Alan Dickson's role at Community Fibre Limited?
Alan Dickson is listed as Head of Service Management at Community Fibre Limited.
Where is Alan Dickson based?
Alan Dickson is based in Greater Glasgow Area, United Kingdom while working with Community Fibre Limited.
What companies has Alan Dickson worked for?
Alan Dickson has worked for Community Fibre Limited, Bt, Ee, Everything Everywhere Ltd, and T-Mobile.
How can I contact Alan Dickson?
You can use AeroLeads to view verified contact signals for Alan Dickson at Community Fibre Limited, including work email, phone, and LinkedIn data when available.
What schools did Alan Dickson attend?
Alan Dickson holds Mechanical Engineering from University Of Glasgow.
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