Michael Dickson Email & Phone Number

London, United Kingdom

• Group Technology Director in this global construction organisation with over 8,500 employees. Accountable for the overall technology architecture and strategic approach. Developed and delivered several group-wide.
• Built strong working relationships with key stakeholders and sponsors across the business and within the IT function.
• Manage multi-supplier infrastructure teams that provide both group-wide critical IT services and project delivery.
• Developed and delivered a strategic cloud roadmap aligned with business goals, prioritising infrastructure platforms supporting continued business growth.
• Technical and architectural lead on infrastructure design policies and standards.
• Contributing to change management board around technical and process change.

United Kingdom

• Head of IT Operations in this global facilities management organisation, providing IT services to +3,000 users. Supporting and managing critical server infrastructure and network architecture. Providing vendor.
• Implementation of key procedures and processes to enhance the IT ability and possibilities within the organisation.
• Project managed a large-scale key data centre transformation programme within budget and ahead of schedule, with minimal impact on the business operations.
• Recruited the necessary team to support the new transformation model which included the design and implementation of the support model.
• Delivered multiple key solutions and improvements such as robust backup and disaster recovery solutions, these included all the necessary policies and procedural documentation.
• Paying close attention to new technology trends and introduced new technologies to the business to enhance the reliability of the systems and where possible designing redundant systems to enhance stability and security.

London

• A senior manager in this IT services firm, providing overall client relationship and escalation management for 60+ clients. On the senior operations team, supporting the smooth running of the business to achieve an.
• Implemented quality procedures, improve internal client revenue, improve customer service operations, enhance operational performance and oversee technical initiatives to make sure that quality and client satisfaction.
• Managed and accountable for the performance of services for clients.
• Worked closely with the service desk, service teams, technical account managers and operations team to ensure there is a solid understanding of performance requirements for clients.
• A key member of the operational management team to ensure smooth delivery of all services to clients and to flag and remedy any areas of concern.

Johannesburg Area, South Africa

• Senior Operations Manager in this SME IT Services firm, providing client relationship management and technical support for 80+ clients. A key part of the senior management team, overseeing general business function.
• Implementation of quality system procedures and processes, improving cost structure, customer service operations, operating performance, and overseeing technical teams ensuring quality and client satisfaction are upheld.
• Leading 20+ employees in delivering process and service improvements throughout the business, as well as improving the performance of engineers, customer service, quality of service, quality of products used and.
• Supporting the CFO with payroll, expenses and general HR processes from contract management to time-keeping.
• Designed and managed contract/SLA renewals.
• Customer service reporting with KPI's and SLA statistics.

Randburg, South Africa

• Branch Manager in this entertainment company, overseeing general branch function and ensuring the smooth running of the shops and grounds. Coordinating staff to ensure the satisfied customer experience. Duties included:
• Completing customer sales and replenishing of stocks.
• Overseeing staff training to keep to company standards.
• Overseeing all grounds staff making sure grounds were kept to the best standards.
• Tracking financial information for executive use.

Master Of Business Administration - Mba, Business Administration And Management, General, Distinction

Level 7 Diploma In Strategic Management And Leadership, Business Administration And Management, General

Itil V3 Foundation Certificate In It Service Management

Certificate, Computer Programming And Database Design

Languages studied: SQL 2000, C# Programming, Beginners course to JAVA 5 Programming

Education record