Paul Lucas's Location
Basingstoke, England, United Kingdom, United Kingdom
Paul Lucas's Contact Details
Paul Lucas work email
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Paul Lucas personal email
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About Paul Lucas
With a passion for achieving business led outcomes, I utilise a strong knowledge of both established and emerging technologies to drive global IT strategy and vision while remaining on budget. I promote the efficiency and effectiveness of IT systems organisation-wide by managing projects full life-cycle, transforming end-user needs into fit for purpose and fit for use IT solutions. Exploiting strong skills in interpersonal communication, I serve as negotiator and a leader, building professional relationships to drive consensus across all organisational levels while establishing a positive work culture benefiting productivity. My name is Paul, and I would love to discuss our mutual professional goals via direct message, or you can email me at paullucas1969@hotmail.co.uk.
Paul Lucas Work Experience Details
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Vp, Enterprise TechnologyImpellam GroupBasingstoke, Gb -
Head Of TechnologyNeurodiversity In Business (Nib) - The Neurodiversity Charity May 2024 - Present**Volunteer Role**• Recommending and Implementing strategic technology solutions to support the charity's goals.• Ensuring compliance with governance and information security requirements.• Ongoing collaboration with stakeholders and volunteers across the charity, to ensure day to day support for technology users. -
Senior It DirectorImpellam Group Sep 2020 - Present• Business Partner for the UK Global Managed Services business, driving engagement and successful collaboration• Member of the global Group IT Leadership team, responsible for overall management and strategic direction of technology across the group. • Responsible for the strategic development, maintenance and support of our proprietary Products suite.
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It Service DirectorImpellam Group 2018 - Sep 2020Charged with delivering operational performance with oversight of IT services and teams spanning the UK and North America, I align IT operations with business objectives by leading full-cycle delivery of the Strategic Roadmap and budget for Global IT. I deliver quality through routinely reviewing and improving standard operating procedures and creating efficiency through building internal and external stakeholders of all levels, including managing vendor relationships. I build teams to deliver results by emphasising ongoing staff development and crafting a positive working environment. Some of my major contributions include: - Liaison with prospects and clients to communicate our Information Security approach and related operational costs driving accomplishment of growth targets. - Driving improvement of service quality perception amongst customers to build a stronger brand- Orchestrating critical IT Platform projects from gaining approvals to go-live, which included a Windows 10 migration, WAN refresh, and Telephony Migration.
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Group Head Of It GovernanceImpellam Group 2014 - 2018I oversaw all aspects of IT that spanned compliance, audit, risk management, data governance, financial management, and IT strategy, building a departmental culture based on Promise Based Management and effective IT behaviours on all organisational levels. By analysing regulatory requirements, contractual terms, and industry best practices, I developed policies and procedures that led organisational efficiency. I maintained compliance with regulatory requirements by ensuring the update of policies for regulatory changes and driving annual internal risk audits. Overseeing all departmental functions, I developed and complied with an IT budget, overseeing expenses and routinely reviewing progress. Some of my accomplishments include: - Implemented GDPR compliance initiatives for IT. - Crafted the governance function from setting scope to hiring a qualified team to fulfil governance tasks. - Developed and presented a Group Cyber Security Strategy to the CFO and CEO, securing operating funds for three years. - Awarded No Qualifications” on ISAE3402/SSAE16 audit- Received group recognition for “High Integrity Leadership”
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It Service & Delivery ManagerImpellam Group 2011 - 2014I ensured the delivery of world-class customer service, driving quality improvements and efficient issue resolution. I mitigated organisational risks by handling escalations, underlying problem investigation and critical incidents as well as improving departmental perception company-wide through improvement of communication processes and better managing of expectations. I ensured productivity across the departments under my supervision, including Service Desk, 2nd Line, Infrastructure, Field Services, Procurement, and Asset Management. My top accomplishments include: - £40k per annum reduction of operation costs and 50% lowering of call abandonment through transition from Helpdesk to Service Desk. - Drove improvement to all functions by reorganising the team infrastructure to boost efficiency and analysing customer feedback and surveys to improve service processes and customer satisfaction.- Implemented new financial measures to enhance cost visibility and accountability for IT.
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Service Delivery ManagerLebara Limited 2010 - 2011London, GbI helped the organisation meet their goals by managing quality and performance across all IT services, including implementation of strategic service improvement initiatives and designing and embedding key processes and functions within the ITIL framework. I also contributed to revenue growth through developing and overseeing the Post Pay Billing Operations department. -
Lead It Service ManagerCarphone Warehouse 2009 - 2010Enhancing quality and performance to meet contracted client expectations, I worked to develop continual service improvements as well as defining end-to-end processes utilising the ITIL framework to maintain top-level services. Contributing to future success, I also established a succession plan governing the Service Management Team.
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Service Delivery ManagerCarphone Warehouse 2007 - 2009I guided ITIL implementations serving as a subject matter expert to consult on all customer service processes spanning online, telephone, billing, and CRM cervices. I transformed negative senior stakeholder feedback, crafting a new, positive image that revitalised organisational confidence in Group IT and earned the “Next Stepper” role within the Senior Group IT Management Team.
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Senior Operations ManagerCarphone Warehouse 2004 - 2007Designed strategic solutions to improve phone centre customer experiences. Crafting an Automatic Data Protection Process (Pin Number), I reduced handle time 12%, increased self-service 9%, and reduced internal transfers 15%. During this role, I oversaw the migration of 1200 seats from ACD to VoIP telephony to support organisational growth.
Paul Lucas Skills
Itil
It Service Management
Change Management
Management
Crm
Service Delivery
Vendor Management
Process Improvement
Outsourcing
Stakeholder Management
It Operations
Project Management
Customer Service
Business Process
Telecommunications
Program Management
Project Delivery
Team Leadership
Service Management
Team Management
Business Analysis
Customer Experience
Incident Management
Prince2
Customer Relationship Management
Service Desk
Business Change Management
Disaster Recovery
Requirements Analysis
Sdlc
Project Execution
Strategic Infrastructure Planning
Strategic Planning
Budgeting
Budget Management
Cross Departmental Communication
It Transformation
Team Building
Cross Functional Team Leadership
Staff Development
It Project And Program Management
Software Mig
Internal Audit
It Audit
Risk Management
Data Governance
Software Updates
Executive Presentation Skills
It Governance
Third Party Vendor Management
Frequently Asked Questions about Paul Lucas
What company does Paul Lucas work for?
Paul Lucas works for Impellam Group
What is Paul Lucas's role at the current company?
Paul Lucas's current role is VP, Enterprise Technology.
What is Paul Lucas's email address?
Paul Lucas's email address is pa****@****l.co.uk
What skills is Paul Lucas known for?
Paul Lucas has skills like Itil, It Service Management, Change Management, Management, Crm, Service Delivery, Vendor Management, Process Improvement, Outsourcing, Stakeholder Management, It Operations, Project Management.
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