Head of Service Delivery
Customers are the ‘why’ at the heart of Lumina. I care about the customer experience and am always looking to improve it in every aspect of the service we deliver. The service delivery team looks after all aspects of operational IT and do a lot of work behind the scenes so you don’t have to call us. But if you do, you will probably speak with the service desk team. They are a young, hugely talented team that really understand the importance of their role in shaping the customer experience. I have a few areas of expertise, but the ones I am most proud of are process-driven service management (ITIL) and risk management (M_o_R).
My previous experience has always been in a corporate environment and this means I understand how vital technology is in delivering success to modern business. I have held several management roles but started as an engineer looking after publishing systems for Time magazine. I stayed in publishing and media for several years until I moved to a large housing association, Catalyst Housing Ltd. Working for the association opened my eyes to the importance of governance within technology. But more importantly, it showed me how critical technology could be in changing people’s lives for the better.