Daz Smith Email and Phone Number

As the Global Head of IT Service Operations, I led the end-to-end delivery of IT services, driving strategic direction across IT service management and optimizing the digital workplace experience. My focus was on ensuring operational excellence through incident management, enhancing end-user services, and implementing processes that improve overall IT performance and customer satisfaction across global teams.I led a global team, overseeing internal IT infrastructure and end-user asset management to support the organization’s business goals and deliver high-quality services to our customers.Key Responsibilities & Achievements:Incident Management Ownership: Spearheaded the development and implementation of a robust Incident Management Process for all priority levels, including Major Incidents. Ensured timely resolution, clear communication, and alignment with business needs. Set KPI targets for all IT pillars, driving regular reviews with C-level stakeholders to track and improve IT service performance.Global Monitoring Implementation:Led the implementation of comprehensive monitoring processes and standards for all IT production services. This initiative improved service availability, performance monitoring, and proactive issue identification and resolution, ensuring continuity of IT services and minimizing downtime.Major Incident Process Development: Defined and implemented a structured Major Incident Process, ensuring a prioritized response, quality service recovery, and strict SLA compliance. Conducted regular drills to validate the process and collaborated closely with third-party suppliers to ensure service continuity.IT Strategy Formulation & Review:Recently completed the formulation and review of IT strategies, aligning them with dnata Travel’s diverse business brands. Focused on achieving customer service goals, improving operational effectiveness, and supporting business growth across the organization.

In my role as Global Head of Production Engineering & Customer Success, I led the alignment of IT operations with business goals, championing a customer-first approach. I drove transparency in product consumption and operational status while acting as a crucial link between Global IT and various business divisions. My leadership focused on optimizing service delivery, customer success, and operational efficiency across the organization.Key Responsibilities:Operational Engagement & Service Management:Led operational engagement with stakeholders and managed services related to core IT products. Ensured that operational models were aligned with business objectives, enhancing transparency and performance.Team Leadership & Budget Management:Directed a team of 120 professionals, overseeing Capex and Opex budgets totaling approximately £20 million. Focused on maximizing resource utilization, ensuring efficient service delivery, and driving operational cost efficiency.Customer Success Strategy:Provided guidance and strategic direction to enhance the customer experience. This included ensuring that IT services were optimized to meet customer expectations and improve operational efficiency across departments.Key Achievements:Customer-First Initiative:Established and embedded a customer-first approach across IT leadership and C-level stakeholders, resulting in stronger relationships with business units and improved engagement at all levels.KPI Development & Continuous Service Improvement (CSI):Designed and implemented KPI frameworks aligned with corporate goals, standardizing the Continuous Service Improvement (CSI) program. This initiative led to a significant reduction in incident and problem escalations, improving service reliability and customer satisfaction.Customer Satisfaction (CSAT) Improvement:Led a series of operational management initiatives that drove over 80% improvement in CSAT scores quarter-over-quarter from senior stakeholders.

As the Global IT Operations & IT EUC Director, I was responsible for overseeing the end-to-end management of on-premises storage, compute, data center management, and end-user compute (EUC) services across the organization. My focus was on optimizing service quality, ensuring operational efficiency, and enhancing incident resolution processes. I led a team of 70 professionals and managed Capex and Opex budgets totaling approximately £20 million, ensuring resources were allocated effectively to support global IT operations.Key Responsibilities:Global IT Operations Management:Directed global IT operations support, focusing on service quality, efficiency, and timely incident resolution. Ensured that IT infrastructure—spanning storage, compute, and data protection—met the needs of business operations.Team Leadership & Budget Oversight:Led a diverse team of 70 professionals, overseeing budget management to optimize resource allocation across both Capex and Opex budgets. Fostered a high-performance culture within the team, driving improvements in operational efficiency.Key Achievements:Process Implementation & Efficiency Improvements:Designed and implemented comprehensive IT operations processes, including SLAs, OLAs, and standardized policies and procedures. These initiatives resulted in a significant reduction in support ticket resolution time quarter-over-quarter, improving overall service delivery.Service Desk Transformation:Led the redesign of the desktop and service desk teams, implementing a service-oriented approach using ServiceNow. This transformation introduced new service quality processes for incident requests and problem management, resulting in year-over-year improvements in incident resolution times and enhancing overall customer satisfaction.

My career began in the HM Forces, where I was promoted through various roles, ultimately achieving the position of Sergeant (Operational and Facilities Manager). In this role, I led a team of over 30 personnel, ensuring the successful delivery of operational and facilities management services across multiple global locations.In 2010, I transitioned into the education sector with Brooklands Further Education College, where I initially served as an e-Learning Teacher before advancing to the position of Senior IT Services & Systems Development Manager. This role allowed me to apply my technical expertise and business management skills to support both academic and administrative IT services.Key Roles and Achievements:Operational Management in HM Forces:Led and managed a diverse team of over 30 personnel across multiple global sites, ensuring operational and service excellence in facilities management and support services.Successfully delivered contractual support services while maintaining high standards of efficiency and quality.Transition to Education Sector:E-Learning Teacher: Developed and delivered engaging digital content, enhancing the learning experience for students and driving educational innovation.Senior IT Services & Systems Development Manager: Advanced into a leadership role, overseeing the development and implementation of IT systems that supported academic and administrative functions at the college. Led IT projects that improved the integration and delivery of education-related technology solutions.