Richard Judge Email and Phone Number
Having accumulated over 25 years of experience in IT, now working with Suntory as GB&I IT Service Delivery Manager responsible for all aspects of IT within the business and ensuring that iconic brands such as Ribena and Lucozade stay flowing in production 24/7.Previously in the role of EMEA Senior Regional IT Manager at Gartner, overseeing and supporting all associates in my region and their offices. My approach has always been centered on customer satisfaction, efficiently managing office relocations, equipment upgrades, and budget constraints. With expertise in global service desk management, ITIL best practices implementation, and ensuring compliance standards, I've been able to navigate complex IT landscapes effectively.By employing methodologies like ITIL, AgilePM, and Lean Six Sigma, I've not only improved technical support but also enhanced operational efficiency. As a strategic leader, I'm dedicated to crafting and executing IT plans that align with financial objectives, enhance IT performance, and meet client needs throughout Europe, the Middle East, and Africa. My proficiency extends to managing IT systems, ensuring security and compliance, directing outsourcing projects, and leading service delivery efforts.Throughout my career, I've remained committed to delivering top-notch IT services and exceptional customer experiences on a global scale. Embracing a culture of ongoing learning and innovation, I strive to foster an environment conducive to continuous improvement and growth.Key Skills & attributes: #ITStrategyRoadmaps #ITProjectManagement #ITBudgetForecasts #OperationsSystemDeployments #ITProcurementVendorManagement #DataDrivenDecisionMaking #SupportingMissionCriticalSystems #ITSecurityandCompliance #CloudComputingSolutions #BusinessContinuityPlan #TeamManagement #DesktopSupport #QualityAssurance #StakeholderCommunication #ContinualServiceImprovement
Suntory Beverage & Food Gb&I
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It Service Delivery ManagerSuntory Beverage & Food Gb&I Jun 2024 - PresentLondon, GbManaging end user experience and life cycle of IT devices at Suntory Beverage & Food GB&I.Overseeing outsourcing contracts and supporting local IT infrastructure to ensure seamless operations.Leading a team of onsite engineers to deliver top-notch IT services in GB&I area. IT Project Management for system, office and IT hardware upgrades in office and factory locations.
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Emea Senior Regional It ManagerGartner 2017 - 2024Stamford, Ct, UsWith a proven track record in IT Project Management and Service Delivery, I've led successful initiatives across global locations in EMEA, Middle East, and Africa. From overseeing new office installations to office equipment modernization and dealing with large scale laptop recall, I've ensured seamless operations across all my territories. My expertise extends to establishing learning support centers, implementing WFH assessments, and managing large scale office moves. Post-Gartner acquisition, I transitioned CEB IT technicians, and ensuring GDPR compliance.Amid the COVID-19 pandemic, my team provided on-site support of office infrastructure and remote assistance to end users and facilitating swift employee redeployment to remote working. Leading the operational management of Gartner's EMEA/Africa/Middle Eastern offices, I directed a team of nine 2nd/3rd line IT Regional Managers. We had in place 24/7 IT coverage, disaster recovery measures, and addressed equipment shortages by internally refurbishing all used and damaged equipment in stock.In professional development, I played a pivotal role in establishing learning support centers globally, delivering Tech Talks, and the creation of IT demonstration areas. My commitment to excellence is evident in surpassing SLAs and adhering to company set KPI’s. Experience with successfully negotiating contracts with third-party vendors, managing relationships with senior stakeholders, and overseeing connections with multiple vendors. -
It Global Service Desk DirectorCeb'S Shl Talent Measurement Solutions 2012 - 2017Arlington, Va, UsI directed the development, implementation, and administration of helpdesk policies, ensuring strict adherence to ITIL, SOX, and ISO standards. I integrated the NOC into the service desk, overseeing P1/P2 events and transitioning to a dedicated 24/7 IT-trained NOC team, utilizing tools like SCOM, Pingdom, Squared up, and Orion Solarwinds for network monitoring.Addressing IT risks through incident data analysis, I initiated Problem Management Tickets and actively participated in problem and change management boards. I played a crucial role in standardizing EMEA IT purchases, reducing costs, and improving services, with a focus on showcasing service desk quality through public relations efforts.Innovative initiatives included implementing self-help articles, IT statistics displays, and knowledge-based articles for enhanced user support accessibility. Leading IT service desk projects for laptops, mobile devices, and software images, I ensured streamlined operations and efficiency.In a leadership role, I managed a global team of 32 techs managed by 5 service desk team leaders overseeing local onsite 1st/2nd line teams. Monitoring team performance through statistical reports, I established a structured system for evaluating helpdesk customer satisfaction using surveys.Recognizing the need for global support, I created an India support service desk team dedicated to UK and US working hours. Additionally, I introduced career progression opportunities within service desk teams by establishing GSD Associate and Senior Tech positions. My engagement in influencing roadmaps contributed to enhancing the company's technical capabilities and performance. -
Emea Service Desk ManagerShl 2010 - 2012Thames Ditton, Surrey, GbI orchestrated the transition from an outsourced service delivery to an in-house model, taking charge of 1st-2nd line support. I tailored IT processes and procedures to align with our company's unique needs, establishing a comprehensive self-help knowledge base with SharePoint articles for issue resolution.In overseeing global assets, I managed the deployment of IT equipment in major capital cities, conducting remote and on-site building, imaging, and testing of new laptops and operating systems. Handling escalated calls across 1st to 3rd line support teams, I ensured adherence to rigorous IT security procedures, excelling in data recovery and decryption.A key achievement was the smooth onboarding and oversight of a team of six 1st-2nd line support analysts during the establishment of the in-house service desk. I successfully provided support and administration for Active Directory, Exchange, Blackberry server, and iPhone systems. My commitment to effective planning and workload scheduling was evident in the successful training and mentoring of the new service desk team. 2nd line, strategically managing operations across two offices in London. I coordinated a comprehensive laptop rollout for 1.5K users, overseeing asset management and implementing upgrades for client service desk monitors. I mastered the intricacies of the new HP Service Manager IT incident system and report Dashboard for streamlined operations.. -
Technical Deployment Team Lead/Project Manager (Formerly Lynx Technology)Bt Engage It 2008 - 2010London, GbI successfully managed IT infrastructure projects, collaborating with clients and BT Service Delivery Managers. I evaluated IT infrastructure, formulated cost-effective solutions, and executed projects within client-driven deadlines. Notable contributions include actively participating in the implementation, management, and rollout of a new Managed Print Contract for Fidelity International.Key accomplishments include overseeing 1,200 laptop upgrades and data migrations for existing PWC London staff, with a commitment to minimizing operational downtime by working outside regular hours over three months. Additionally, I directed a 12-member team in conducting a comprehensive IT audit for Croydon Council, covering 4,000 machines across 180 sites within an 8-week timeframe. Further, I successfully managed and implemented a new workstation rollout across 16 Croydon Libraries and Youth Centres. -
Information Technology Account ManagerWestminster City Council (Lynx Technology) 2006 - 2008London, GbManaged Westminster Council's IT infrastructure across 96 remote sites - I was the person responsible for overseeing the efficient functioning of the client's IT systems.Supervised and managed on-site engineers; providing client with onsite Server, Laptop, Desktop and Printer hardware support; ensured optimal performance on all servers, SAN Arrays and Tape Libraries. Carried out regular audits, analysed failures and implemented operational improvements. Worked closely with client senior management in order to identify and resolve IT problems; sharpened my professional communication and critical-thinking skills. -
Operations/Service Delivery ManagerLynx Technology 2005 - 2006Promoted to manage 32 engineers on highly-prestigious outsourced IT accounts for clients inc. Exel Logistics, DHL, Westminster Council, Croydon Council, Alexander Forbes, Fidelity Investments, Interflora, ACER and HP Care Pack. Managed the Southern England Standby Rota, comprising 24 engineers, to ensure consistent delivery of high standards of service to clients, both within- and out-of-hours. Continually analysed business processes, and implemented changes to improve efficiency, cut costs and drive increased profits.Gained excellent experience of building professional relationships with clients and colleagues; provided effective supervision and training to field and site-based engineers.
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Interim Operations/Service Delivery ManagerLynx Technology 2004 - 2005Led a 35-person team of field engineers to manage 24-7 service contracts for clients (inc. Tube Lines, Westminster City Council and Carbon Trust) across London and the South East.Our ultra-effective approach enabled us to be seen as trusted partners who actively helped users, which resulted in a 50% increase in quality of service and user satisfaction.Personally responsible for resolving critical IT issues for key clients.Overhauled the monitoring and evaluation of engineers - I developed a comprehensive training manual, which was standardised and rolled out across 16 different UK service areas.Developed extensive experience of getting IT Service Level Agreements right - I identified non-profitable contracts, set benchmarks and managed re-negotiation with clients.
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Field Team Leader/Regional Support Server EngineerLynx Technology 2002 - 2004Built and managed a team of 15 field engineers, covering London (inside M25) - I hired, trained and mentored my team, effectively planning and scheduling workloads. As Regional Support Engineer, I was personally responsible for identifying, analysing and resolving highly-escalated problems for clients within very strict SLA's. As Transition Manager, I managed contract implementation for new client's inc. Alexander Forbes Insurance. I analysed client requirements and managed projects from inception through to implementation and evaluation, developing strong project management skills.Praised for my exceptionally detail-oriented nature, commitment to follow-up and ability to build strong client relationships.
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Systems EngineerLynx Technology 2000 - 2002Provided onsite technical support to users of Compaq, Microsoft and Cisco systems at leading companies including Tesco, PwC and the UK's Immigration and Court Services. Analysed IT and network support problems, and implemented workable solutions.
Richard Judge Education Details
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University For The Creative ArtsGraphic Design
Frequently Asked Questions about Richard Judge
What company does Richard Judge work for?
Richard Judge works for Suntory Beverage & Food Gb&i
What is Richard Judge's role at the current company?
Richard Judge's current role is Strategic IT Manager | IT Project Leader | IT Service Delivery Expert | SDI Speaker| Common-Sense Driven Business Transformation.
What schools did Richard Judge attend?
Richard Judge attended University For The Creative Arts.
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