Sherwin Wallace

I’m an experienced IT Service Delivery Manager with a strong track record of leading infrastructure, Software As A Service (SaaS), Quality Assurance (QA), and support teams across complex, safety critical environments. Over the past 18 years, I’ve helped shape service delivery strategy, working closely with senior leadership to align operations with business goals and compliance standards such as ISO27001, ITIL, and GDPR.

I’ve built tools and processes that made a real difference, cutting site visits by over 80%, improving SLA performance to 98%, and streamlining fault resolution through automation and remote diagnostics. I was part of the company’s journey from a 10-person business to a global enterprise, contributing through each acquisition and transition. I’ve led service transformations through mergers and post-COVID restructuring, and I’ve delivered bespoke systems for clients by coordinating global teams and keeping stakeholders engaged throughout.

I remain technically engaged when required, but I also recognise when to step back and lead with strategy and purpose. Whether I’m supporting staff, managing projects, building new environments, or preparing systems for audit, I focus on delivering services that are robust, scalable, and maintainable. I take pride in producing outcomes that are measurable, meaningful, and aligned with business objectives.

Role : IT Service Delivery Manager             Company : Jenoptik ITS                               Date : 2017 – 2025

As IT Service Delivery Manager, I led Service Desk, SaaS and Technical Support teams within ITIL environments to deliver secure, scalable infrastructure and client-focused service across UK and international markets. I developed bespoke automation tools and cloud-based testing platforms to accelerate fault resolution, improve system reliability, and support incident management. I also oversaw AWS and Azure deployments with strict adherence to ISO 27001 and ITIL standards—reinforcing operational resilience in safety-critical domains and aligning service delivery with business and compliance objectives.

• Led infrastructure strategy and daily operations across SaaS, hosted platforms, and roadside deployments, ensuring high availability and security under ISO27001 and ITIL. Supported police systems with elevated security and resilience requirements, maintaining strict data protection and operational integrity.

• Introduced an AWS-based testing and deployment platform to support (Test and Release Management) TRM and development teams, enhancing release reliability.

• Oversaw Azure deployments for hosted services, ensuring secure access, scalability, and compliance with GDPR and ISO27001.

• Collaborated with senior stakeholders, Sales team and Development to manage incidents, resolve faults, and deliver technical consultation aligned with ITIL and ISO27001 standards.

• Built a Windows based Toolbox app for remote Linux maintenance, reducing task time from 1–2 hours to under 15 minutes, boosting engineer productivity by up to 90% and cutting site visits dramatically.

• Coordinated global teams and partnered with clients to deliver tailored systems, supporting over a thousand deployments across roadside sites, client locations, hosted platforms and data centres.

• Led 6–12 engineers across QA, Support, and SaaS, managing hiring, mentoring and reviews to build a high-performing, client-focused team. Restored performance and morale post-COVID, maintaining service continuity.

• Supported European expansion by delivering technical services that led UK clients to recommend Jenoptik systems across the EU, while also backing deployments in Asia, the Middle East, and the US.

• Delivered bespoke 3D simulation environments to enhance product accuracy, reliability, and client confidence. The department became a unique capability within the industry and a featured highlight during client tours and demonstrations.

As Quality Assurance & Support Manager, I led a growing team of engineers across QA, technical support, and client delivery functions. I built structured testing environments and fault resolution workflows that supported safety-critical roadside enforcement systems across the UK. My role combined hands-on diagnostics, stakeholder engagement, and compliance alignment with ISO9001, ITIL, and regulatory standards including Home Office Type Approval. Many of the tools, labs, and processes I developed here were later scaled and enhanced at Jenoptik.

• Founded and led QA and Support teams across hardware and software platforms, aligning processes with ITIL and ISO9001 to support Home Office Type Approval systems, reducing fault rates by an estimated 50% through proactive diagnostics and structured workflows.

• Delivered the company’s most reliable software releases, achieving 100% uptime across deployed systems that ran flawlessly for years. Post-departure, product quality declined — underscoring the strength of the QA frameworks, team leadership, and tenacious drive for excellence I brought to the role.

• Delivered client training at Vysionics offices, customer sites, and remote sessions, improving first line resolution rates and reducing escalations.

• Led fault investigation and resolution for complex system issues, streamlining diagnostics and improving turnaround time.

• Aligned product delivery with operational needs via collaboration with Development and Commercial teams; enhanced UI for improved user experience and competitive edge.

• Established a dedicated QA lab that became a recognised asset, later expanded at Jenoptik into a flagship client engagement space.

• Oversaw hiring, mentoring, and performance reviews, building a high-performing, client-focused team culture.

Role : Research & Development Engineer    Company : Speed Check Services     Date : 2007 – 2010

I joined Speed Check Services as a Research and Development Engineer, contributing to the advancement of roadside enforcement technologies and overseeing system deployment across the UK. The role combined product innovation, field operations, client delivery, and compliance alignment—laying the foundation for future service and QA frameworks.

• Managed and delivered a traffic harmonisation scheme on the M25, integrating multi-camera systems, mobile networking, and a bespoke algorithm. The project earned SCS its first “Excellent” rating in ISO 9000 client feedback and was featured in a positive press release.

• Pioneered machine-to-machine (M2M) ICT communications over 3G, 4G networks—an innovative solution at the time that improved system responsiveness and remote access.

• Designed and implemented the Watchdog remote monitoring system, enabling engineers to send SMS commands for status reports and full power-cycle reboots—reducing site visits by over 80%.

• Led product development processes for Home Office Type Approval, including GUI design, M2M communications, and support at test sites and environmental labs.

• Delivered client training and authored comprehensive documentation manuals to support onboarding and system handovers.

• Supported fault investigation and resolution across embedded platforms, contributing to improved system reliability and reduced downtime.

I led product development and technical operations for a specialist software firm serving UK police forces, the FBI, and international video labs. Oversaw the full lifecycle of bespoke CCTV and video enhancement platforms, while also driving brand strategy and multimedia outreach to expand global visibility.

• Managed hardware engineering and support teams, delivering RAID-based storage systems for video evidence.

• Designed and deployed NAS/SAN platforms to support police editing and forensic workflows.

• Provided technical support, PC builds, networking, and client training across UK and US sites.

• Introduced inventory systems with barcode scanning to streamline procurement and reduce overhead.

• Initiated multimedia marketing efforts—developing websites, promotional content, and brand identity.

• Produced interactive help directories and hosted client training events that doubled as sales opportunities.

• Represented the company at exhibitions in the UK and USA, expanding international reach and visibility.

Key Achievements

• Delivered the M25 Traffic Harmonisation project, integrating multi-camera systems and mobile networking. The project earned “Excellent” ISO9001 client feedback and was featured in a positive press release.

• Trained FBI personnel in Washington on bespoke CCTV enhancement systems, supporting international law enforcement capabilities.

• Designed and implemented a remote monitoring system that reduced travel time and site visits by over 80%, saving thousands in monthly  operational costs and manhours.

• Improved SLA adherence to 98% by streamlining fault resolution processes and fostering strong client relationships.

• Built and managed high-performing teams across Technical Support, QA, and SAAS, maintaining low turnover and a culture of excellence.

• Led post-COVID departmental restructuring, restoring operational performance, team morale, and service continuity.

• Developed a bespoke 3D simulation lab to enhance QA tooling, product reliability, and client engagement—establishing a capability unique within the industry.

• Delivered the company’s most reliable software releases, achieving 100% uptime.

Brunel University BSc Multimedia Design & Computer Science– Grade of 2:1

Brunel University BTEC Higher National Diploma in Computing (Multimedia Production)