Is your IT service team stuck in a constant firefight? Do system failures disrupt your business operations, frustrate your staff & push customers away?As a CTO or Head of IT in a busy, fast-growing business you know how devastating unreliable service delivery can be. The pressure to maintain seamless operations is relentless & when IT failures strike at the worst times it feels like you’re always on the defensive.Does this sound familiar? I’ve seen the same thing many times during my career & I can help. With over 15 years of experience in IT Service Management & Delivery I specialise in helping large businesses like yours regain control of their IT environments, reduce operational downtime & restore confidence in your Technology services. My approach is simple: I diagnose the root cause of your IT service issues, design solutions and, if required, I can lead your team to implement tangible results.Why work with me?I’ve spent my career helping IT leaders like you turn around IT service departments that are in a critical condition, often stepping in after the departure of a senior tech leader. Inheriting an IT operation that’s creaking is never fun! Successes:✨Reduced a backlog of 3,000+ tickets for a large charity, cutting the number by 90% within three months by re-engineering the service desk’s processes & introducing better ticket management✨Led a major PoS system overhaul for a leading UK retailer after repeated failures disrupted sales & customer service. Redesigned service processes & new controls resulted in improved uptime by over 30%✨Resolved trade-impacting IT issues for a multi-location construction business, reducing system outages & stabilising ERP platforms. This project directly contributed to a 25% increase in productivity over six months✨ Boosted system availability by circa 40% reducing operational downtime during peak hours✨Decreased reliance on external contractors, reducing people costs by 20% while enhancing in-house talent through improved retention strategies✨Internal audit shift from “Limited” to “Substantial”I also offer fractional/interim Director of Service Operations services & can lead tailored change programmes.If you’re ready to stop firefighting & want real, sustainable improvements in your IT service operations, let’s talk. You can message me here on LinkedIn to arrange a call or reach out via https://calendly.com/cath-oneill-itwow/15min
