Samuel Devis (Cmgr Mcmi) Email & Phone Number

Halifax, GB

London, England, United Kingdom

• Led the creation, strategy, and implementation of Service Management across the organisation.
• Defined key targets, deadlines, and metrics to track progress and achievements.
• Mapped and documented processes to meet customer SLAs, OLAs, and compliance/security standards.
• Developed and reported on core metrics and KPIs aligned with service deliverables and agreements.
• Drove continuous service improvement across the business.
• Collaborated with customers to understand business requirements for Cloudhouse applications, working with support teams to implement key updates.

Calderdale, England, United Kingdom

The Socratic Sessions navigates philosophy's diverse landscapes—metaphysics, epistemology, religion, ethics, and more—delving deep to unravel the concepts shaping our existence. We challenge norms by inviting diverse experts to provide nuanced insights into these profound subjects.

Leeds, United Kingdom

• Managed the end-to-end operations of business-critical applications for student and education information systems.
• Led and oversaw the work of technical teams, including DBAs, second and third-line support, and developers.
• Coordinated Agile sprint cycles, collaborating with business units, project managers, technical staff, and the executive team to deliver key applications.
• Directed service management activities, producing and presenting SLAs, OLAs, and KPIs to senior stakeholders and external governing bodies.
• Supported application portfolio management, ensuring the application estate was regularly reviewed and aligned with IT strategy.
• Provided coaching, mentorship, and leadership across all areas to foster growth and excellence within the team.

Bradford, United Kingdom

• Spending 8 months working with IT’s biggest customer to better understand their needs and requirements before a major system update.
• Forming and direct line management of a new team of 17 people to deliver dedicated customer service to CAP’s most vulnerable customers.

Bradford, United Kingdom

• Leading the service desk and thus overseeing the effective end to end running of all CAP systems and services.
• Direct line and workload management of technical teams: 1st and 2nd line.
• Leading service reviews with senior business stakeholders, reporting 96-99% positive feedback on both solutions given, and service received for a customer base of 1,500.
• Key customer relationship management, ensuring a close level of trust is maintained with all our business-critical colleagues.
• Working closely with other CAP branches in America, Canada, New Zealand & Australia.

Bradford, United Kingdom

• Working closely with 2nd and 3rd line team members to progress customer IT issues effectively.
• Reporting to the IT Support Team Leader on customer survey results, daily SLA’s and KPI’s for the team and ensuring cover is provided during operational hours.
• Providing high levels of customer service and vision casting for the service desk in busy periods of work

Harrogate, United Kingdom

-Providing individual technical support wherever an IT issue raises its head for all in house staff.-Testing lead at Pinnacle Data, ensuring that all the in and out goods are working correctly and factory reset.

Leeds, United Kingdom

-Account management through IBM Lotus Notes.-Responsible for Global backup checks, updates to backup database, highlighting errors and communicating with different country-specific office-based administrators to change tapes. I used a variety of backup applications including Backup Exec, Veeam, SQL across 100 different backup jobs each day.

Wakefield, United Kingdom

-First line IT support to a client base of 5000 people (UK).-Troubleshooting to find the customer’s area of problem.-Basic Active Directory knowledge: resetting passwords, unlocking accounts.-Major incident logging and assignment, regular updates every ten minutes.

Master Of Science - Msc, Senior Leadership, Merit

Bachelor'S Degree, Biblical Studies And Theology, 2:1