Daniel Mathieson Email & Phone Number

Sunbury-On-Thames, Gb

Heathrow, England, United Kingdom

As the Head of Service Management and Operations for our Heathrow Airport managed services account, I lead the delivery of IT Network and Telecommunications services, ensuring operational excellence in one of the world's busiest travel hubs. My role focuses on providing a seamless, reliable IT service experience, underpinned by strong stakeholder relationships and a customer-first approach. I oversee end-to-end service management, from incident resolution to strategic service enhancements, driving continuous improvement while meeting stringent SLAs and KPIs. With a dedicated CSMs. Operational engineers and Incident management teams, I ensure that our IT infrastructure supports Heathrow's critical operations effectively and efficiently, helping to keep millions of travellers connected.

As an Apprenticeship Manager, I am dedicated to leading and overseeing high-quality apprenticeship program in ITC that help bridge the skills gap and support talent development within our organisation department. My role involves designing, implementing, and managing apprenticeship initiatives that align with both business objectives and the personal growth of our apprentices. I collaborate closely with educational partners, internal teams, and industry stakeholders to ensure apprentices receive comprehensive training, mentorship, and practical experience. With a focus on creating a supportive learning environment, I work to inspire apprentices, guide their progress, and equip them with the skills and confidence needed for a successful career journey.

Heathrow Airport

As a Customer Success Manager (CSM) specialising in IT Network and Telecommunications, I focus on bridging the gap between technology and customer needs, ensuring that our clients derive maximum value from our services. I work closely with stakeholders to understand their goals, align our IT solutions with their business objectives, and ensure seamless service delivery. My role involves proactive communication, managing expectations, and resolving issues to enhance customer satisfaction. By leveraging my deep understanding of network and telecom solutions and my technical background , I help clients optimise their IT infrastructure while driving continuous service improvement and fostering long-term partnerships.

Heathrow Airport

As an Operations Manager in IT Networks and Telecommunications, I ensure the efficient delivery and continuous performance of our IT infrastructure, providing high-availability services that cater to our clients' varied needs. I manage the daily operations of complex network and telecommunications systems, ensuring alignment with SLAs and industry best practices. Leading a skilled technical team, I oversee our 24x7x365 Network Operations Centre (NOC), ensuring that incidents are resolved promptly and SLAs are consistently met. I am also responsible for managing Major Incidents (MIs) to minimize impact and ensure swift service restoration. Through collaboration with stakeholders, customers, and suppliers, I build strong relationships and lead regular service reviews. I am dedicated to driving service improvements by monitoring SLA performance and delivering detailed analysis for customer reviews, ensuring our IT services are resilient, scalable, and effectively support operational efficiency and strategic growth.

Heathrow, England, United Kingdom

As an IT Network Field Engineer Level 2 at Heathrow, I specialise in providing on-site support across the entire airport, focusing on the installation, maintenance, and optimization of complex network systems. My responsibilities include configuring and troubleshooting network equipment such as routers, switches, firewalls, and related infrastructure to ensure seamless connectivity and optimal operational performance. I manage escalated technical issues that require detailed analysis, often working under tight deadlines to minimize service disruptions. By collaborating closely with the technical support team, I help resolve issues effectively while delivering excellent customer service. My expertise in diagnosing network faults, performing system upgrades, and implementing robust solutions ensures that operations continue smoothly and reliably across the airport.

Heathrow, England, United Kingdom

Heathrow, England, United Kingdom

Higher National Diploma (Hnd), Elec / Mech Engineering

Higher National Diploma (Hnc), Mech / Elec Engineering

Btec National Diploma, Engineering

Gcse