James Percival Email & Phone Number

London, Gb

Over 19 months, I directed a 60-person department, fostering a collaborative work environment and stabilising diverse IT infrastructure operation teams. I ensured uninterrupted access to critical resources across 40 locations, supporting thousands of users and devices. By transitioning IT infrastructure operations to a managed services provider, I streamlined processes and boosted efficiency. Key achievements include optimising IT operations, enhancing support for Paragon users, and securing compliance with PCI 4.0 and Barclays ECAM 2022 audit requirements. Additionally, I managed a multidimensional enterprise IT infrastructure, supported diverse technology teams, and provided seamless IT support to five independent business lines, driving uninterrupted operations and business growth while successfully leading complex technical change projects and managing annual budgets totaling £30m.

London, Gb

I've enhanced support capabilities across EMEA and APAC regions, optimising IT operations and infrastructure management. I fostered collaboration and skill development by mentoring and leading a global team of 10 IT staff. My initiatives led to valuable partnerships and cost efficiencies through the implementation of Global Service Desk and outsourcing of IT roles. Key achievements include restructuring UK and Northern European IT teams, introducing a Global ITSM tool to improve ticket resolution and system performance, executing a successful re-IP project across 400+ locations in the EMEA region, and maintaining quality delivery of IT services for 15 independent business lines. Additionally, I ensured seamless operations by directing field technicians and engineers supporting 11,500 users across 600 locations.

Bellevue, Geneva, Ch

I ensured uninterrupted product delivery and service provision during the COVID-19 pandemic, overcoming significant business challenges by successfully executing our business continuity plans. I enhanced global connectivity and infrastructure efficiency by leading the design and deployment of a worldwide SD-WAN framework, setting standards and methodologies. My key achievements include contributing to €90m in new sales by coordinating IT systems at a Cartier event, achieving £98k cost savings in 2019 while elevating service levels through strategic vendor relationships, and enhancing operational efficiencies, saving 39 hours/month for the European IT team through streamlined processes. I also improved ticket resolution and system performance by implementing automated IT Service Management (ITSM), fostering a more responsive IT environment.

Chicago, Illinois, Us

I spearheaded the largest company divestiture across Europe and Asia, delivering it on time and within budget. Working closely with the Operations Director, I drove the development and integration of IT infrastructure improvements, fostering continuous enhancement. My strategic budget control efforts led to £20k in annual cost savings while enhancing operational efficiency. I successfully spearheaded a nearshoring initiative, resulting in £50k+ in annual business benefits and streamlined processes. Leading engineer upskilling efforts optimised resource allocation and improved cost efficiencies. I ensured full compliance with ISO, AT101, and PCI standards through rigorous audits of systems and processes.

Chicago, Illinois, Us

I aligned the IT strategy with business priorities, ensuring cohesive technology management and stakeholder engagement. I positively impacted overall user satisfaction by elevating the end-user experience through training and support initiatives. Achievements include reducing business and IT operational costs, enhancing productivity, and fostering a high-performing technical team of 11. I improved operational effectiveness through streamlined processes, boosted efficiencies with critical installations/upgrades, and achieved substantial cost savings by revolutionising endpoint device procurement. Additionally, I ensured optimal service delivery by introducing ITIL frameworks and realigning IT provision and SLAs to adapt seamlessly to changing business priorities.

Chicago, Illinois, Us