Joe Steele Email & Phone Number

Oxford, Gb

London, England, United Kingdom

Responsible for the seamless delivery of IT services. This role involves a blend of strategic oversight and hands-on management, ensuring that IT services are not only aligned with user needs but also delivered efficiently and effectively. Core responsibilities include managing the Service and Project Teams across 5 sites, overseeing service-level agreement metrics and looking for continuous improvement, and maintaining supplier relationships. Additionally, this role requires staying ahead of technological advancements to drive service improvements and efficiency savings, managing budgets, resources, and ensuring compliance with industry standards and regulations. The overarching goal is to bolster the reliability, security, and efficiency of our offering to existing and new customers or partners, fostering trust and satisfaction among users while contributing to the Air IT strategic objectives and growth.Delivering first-class services across over thirty thousand managed endpoints and overseeing the effective management of 2000 diverse infrastructures. Leading the strategic initiatives that position the organisation for future success and reducing churn, ensuring the implementation of robust, reliable solutions. Focus on leveraging advanced technology, particularly AI, enhancing service provision and streamline delivery processes. Leading innovation to improve service performance.

South East

In my role as the Regional Head of Operations Southeast I took on the additional responsibilities of leading the London and Kent Service and PS teams.

Thames Valley

Build, lead and empower in high performing service and professional services team to be best in classTo drive the team to meet and exceed operational KPI’s and targetsEstablish and maintain successful collaborative client relationshipsDemonstrate experience within a senior leadership position within an MSP and/ or IT services organisation.Implement group wide improvement and change initiatives within the regional teamTo ensure successful delivery of client projects by working closely with the PMO function. To ensure timely completion of projects whilst achieving high levels of customer satisfactionDrive operational maturity through process and efficiency improvements in accordance with industry best practiceTo report on performance metrics of the region for all localised operational functionsActively track resource requirements to ensure services remain adequately staffed, to budget and industry best practice utilisation metrics are adhered.Help promote company culture that encourages the morale, satisfaction, and staff retention.

Lead the overall technical strategy for T&I products and services Manage the teams responsible for developing, operating, and supporting the T&I portfolio of services including overseeing operations of the United Kingdom and devolved governments top level domains and DNS.Software and infrastructure development: Delivery of new products and services and enhancements to existing ones. Operations: Ensure products and services are delivered to agreed KPIs (key performance indicators) and Service Level Agreements Support: Provide first class support services to customers and stakeholders through the Service Desk Manage the suppliers involved in delivering T&I products and services ensuring effective performance and value for money Ensure processes are in place across development, operations, and support to deliver agreed levels of service. Use industry standards and best practice where appropriate Work with commercial and product functions to maintain a clear roadmap for delivering improvements to products and services. Make sure there is technical input to defining, scoping, and estimating roadmap items Help teams with prioritising, planning, monitoring, and delivering their work. Provide visibility of plans and progress to internal and external stakeholders. Develop and maintain excellent relationships with key customers and customer groups. Gain an understanding of customer needs and requirements to direct work to meet their needs Develop and maintain excellent relationships with key industry and sector bodies. Ensure T&I products and services follow agreed standards and best practices. Provide input and thought leadership Control the costs of delivering the services. Work with Commercial teams to balance costs and income to achieve business goals and surplus targets Responsibility for team members personal development, training, and career development

Harwell, England, United Kingdom

Responsible for leading and developing a major portfolio of products and services, ensuring these deliver high quality services, solving member and customer requirements, identifying new opportunities and ensuring the entire portfolio is financially sound. I lead the operations team, taking overall responsibility for the organisation and delivery of services provided by a diverse set of teams providing both technical and operational expertise. Manage the overall budget for the service and deliver value for money services via effective procurements and monitoring and reviewing processes. In addition, I identify and explore opportunities for generating revenue from services within their remit, in accordance with product strategies.services and projects:The UK Access Management FederationManaging top level domain spaces including .ac.uk and .gov.ukVerifID Online Status verificationJisc Certificate ServiceJisc student voter registration serviceBoard member of the Shibboleth Consortium

Oversees service operations to ensure internal and external customer satisfaction; grows profitable service labour sales and exercises disciplined expense control; Attracts, retains, and effectively engages department personnel to achieve corporate goals.Key Accomplishments• Serve as lead service and project manager for the newly launched Liberate service. • Facilitate the management of a large development and marketing budget, while overseeing the creation, running, and future development. • Manage a product team spread across the UK and America ensuring key parts of the project are developed and delivered on time and to budget. • Establish cost saving initiatives and ensuring contracts are value for money and that vital KPI’s are met. • Maintain a technical helpdesk through to developers while also listening to customers to enhance and develop new solution’s

Swindon, United Kingdom

Focused on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients.Key Accomplishments• Spearheaded the Vets network, updating the hardware and ensuring that the correct levels of service and support got reinstated after a year of neglect. • Established new procedures and outsourcing parts of the network and support, along with cost saving measures. • Performed vital network upgrades including a new accounting package including vital and overdue upgrades to the VM environment; during which I delivered a seamless £1.8million office move combing multiple project to be completed seamlessly on the same day. • These upgrades include a soft phone upgrade also ensuring that all colleagues have had full and detailed training. • As part of this a rigorous network audit and consolidation of aging serves to our new VM environment; I upgraded the systems to ensure an agile worker has full access to all the required systems and the phone system. • Converted all 400 of our surgeries to a new PMS system mainly liaising with our joint venture partners and ensured that we understood their personal needs while ensuring that the system fits in with the partners business needs.

Monitored, maintained and upgraded computer systems and networks; installed and configured computer systems, diagnosed hardware and software faults and solved technical and application problems while ensuring users get maximum benefits from them.Key Accomplishments• Ensured that large quotes and big projects had been delivered to the company’s and customers high standards. • Developed new processes to help the work flow from the sales team to technical. • Achieved SpliceCom accredited engineer certification. • Planned and delivered a cloud phone system that is being labeled as v-talk including working out pricing structure and profit margins. • Worked on cloud monitoring and an alerting system to monitor the cloud product that was sold.

Responsible for the day-to-day operational activities of help-desk support, network administration and systems; developed and implemented processes that maintained a stable network environment.Key Accomplishments• Supported 2000 computers providing basic second and 3rd line support and nearly 150 servers some running Server2003 and the rest running Server2008. • Performed installation and setting up all new practices arraying broadband lines phone systems and ordering the equipment. • Managed x-Ray software and Blood analysing machines. • Spearheaded the supply and installation of a Mitel 3300 IP phone system, design integration and set up of all the equipment while on the Mitel Advanced Support Course. • Managed the installation of a new HR system and the data migration on to it; designed and rolled out new anti-virus software.• Installed the new cabling and server room infrastructure system at the head office. • Supported 5 VMware server and have some experience configuring machine within the VMware environment. • Monitored all network storage and set up new users including emails.