Dave Roberts Email & Phone Number

I’m Dave Roberts, a Delivery Consultant bridging ITSO and Yotra.Around 12 years ago, I fell into (as I imagine most do) the world of ITSO. I worked on the service desk in Crewe and collaborated with the transition team that won a contract as a Service Integrator for an ITSO rail pilot. As prime supplier, responsible for one operator, nine suppliers, and several internal teams. Me offering 2nd Line ITSO triage across it all. Apparently. It was difficult. It was complex. It wasn’t fun.I thought getting involved in the early life support of an ITSO scheme wasn’t for me. Instead remoting onto another operator’s EPOS system in a booking office was a welcome distraction. Tap the keyboard. Move the mouse. You have control. Engraved to this day.One day, the penny dropped as I continued to climb the steep ITSO learning curve, working closely with mentors. No matter whether delivery or strategy, people appreciated you showing up and making that phone call or meeting, good or bad, enabling trust to be built. Realising accountability built trust. This acted as a springboard into Service Delivery Management, Account Management and recently, Business Development, always customer-centric. At the end of the day, there are issues, or tech evolves no matter how good the solution is. People accept that otherwise, why would the ITIL lifecycle exist or be broadly used? It’s what you do about it that matters, i.e. accountability.I’ve been in the trenches. I’ve lost whole bank holiday weekends. I get it. | Obsolete | Labour Intensive | Expensive | Let’s Talk 🤔 Let’s chat about how together we can leverage the passenger trust in ITSO now and in the future.I’m here to listen. I’m here to understand. I’m here to help. DM me here or email Dave.roberts@itso.org.uk