Daniel Walby

I am a dedicated and results-oriented professional with a strong background in IT Service Management and a genuine passion for leveraging technology to drive business success. With a proven track record as a Global IT Service Delivery Manager, I have honed my ability to lead diverse teams and effectively manage IT operations on a global scale, exceeding expectations and aligning services with strategic objectives.

1. **Costa Coffee Ltd**
  - *Global IT Service Delivery Manager (May 2021 - Present)*
    - Led IT operations for a diverse global user base exceeding 18,000, encompassing in-store, field, and office users.
    - Collaborated with key stakeholders to align IT services with organizational strategies and expectations.
    - Conducted service reviews with third-party partners, enhancing service level performance.
    - Managed operational budgets exceeding £4 million.
    - Oversaw IT Service Desk, Problem Management, Asset management, and continual service improvement activities.
    - Provided leadership and guidance to Identity Access Management (IDAM) and Asset Management teams.
    - Led critical projects including domain migration, transition to a new global service desk provider, and implementation of ITSM best practice frameworks.

2. **bpha Ltd – IT Service Desk Lead & Problem Manager**
  - *August 2012 – August 2019*
    - Managed a team of 6 Service Desk Analysts, including development plans, performance reviews, and shift schedules.
    - Represented IT in service review meetings, presenting performance reports and project reviews.
    - Implemented and managed key Service Desk & Service Management processes.
    - Administered the IT Service Management System and produced performance reports for IT Management and the wider business.
    - Coordinated major incidents and supported a diverse Windows-based environment.
    - Focused on quality of service and customer satisfaction through regular IT User group meetings for feedback and suggestions.
    - Led continual service improvement activities and crafted short and long-term Service Desk strategic plans.

3. **BlueChip UK Ltd – IT Account Manager**
  - *September 2011 - August 2012*
    - Managed relationships with 30+ business clients, providing advice on IT infrastructure maintenance and improvements.
    - Created and presented technical/business proposals for recommended project work.
    - Ensured strong client relationships and exceeded expectations in service delivery.
    - Organized meetings with clients to discuss their IT infrastructure at technical and business levels.
    - Stayed updated on the latest technologies and their benefits for business continuity and productivity.

4. **Bedford School/Techies Ltd – IT/AV Technician**
  - *September 2009 – September 2011*
    - Installed software packages and maintained various hardware and software systems.
    - Conducted hardware upgrades, replacements, and installations.
    - Managed network resources and maintained Active Directory.
    - Provided technical support and resolved connectivity issues.
    - Handled video/audio recording for events and temporary setups for AV equipment.

SKILLS & QUALIFICATIONS
ITIL Foundation v3 / v4
ITIL CSI v3
ITIL Service Operation v3
Service Desk Institute – Service Desk Manager – Mastery level
Microsoft Certified Professional 70-620
GCSE – English, English Literature, Science, Maths Design & Technology,
Geography