Desired Job Title
Head of ITHead of Service DeliveryHead of TransformationHead of Information TechnologyWork Type
Full timeContract workLocation Preference
RemoteHybridOn-siteLocation: Abridge, Essex
Open to relocation: No
Anthony Faultley
Abridge,Essex
Work Preference
Summary
Experienced Service Delivery Manager with over 15 years in IT support operations, utilising ITIL practices to enhance service performance through effective incident and change management. Manages supplier relationships and collaborates with senior stakeholders to drive service improvements and implement new offerings.
Overview
5
5
Certification
16
16
years of professional experience
Work History
Service Delivery Manager
British Medical Association
2021.06 - 2026.07
- Owned Incident Management across Technology Services and drove service performance through KPIs, CSFs, trend analysis and continual improvement.
- Managed service introduction for new and upgraded applications and services, ensuring operational readiness, stakeholder communication and effective transition into support.
- Contributed to Technology Leadership Team, aligning service delivery priorities with organisational objectives and influencing strategic decisions.
- Led and developed a team of 9, including a team leader, with responsibility for recruitment, performance management, training, coaching and career development.
- Chaired Change Advisory Board (CAB) and participated in Technical Design Authority, enhancing change governance and reinforcing service resilience.
- Enterprise Service Management: led implementation of a cloud-based ESM platform, migrating from an on-premises ITSM solution and designing workflows that enabled collaboration across IT, HR and other business functions.
- Joiner / Leaver Automation: delivered automated account creation and leaver processes, improving consistency and ensuring timely disablement across 70+ accounts/services.
- Microsoft Copilot: supported organisation-wide enablement with governance at the centre, including sensitivity labels, DLP controls and automation of licence assignment and reordering.
- Apple Business Manager: rapidly implemented managed Apple business accounts for the iPhone estate, replacing unmanaged individual account setups.
- Worked with Information Security to identify risk, implement mitigations and respond to audit findings, supporting Cyber Essentials and ISO 27001-aligned controls.
- Selected Service Delivery & Transformation Projects
Support Services Team Leader
British Medical Association
2014.12 - 2021.06
- Led a team of 7-9 support staff delivering IT support services to the BMA and BMJ, with responsibility for service quality, HR activities and recruitment.
- Managed support operations in line with ITIL, reporting on KPIs and CSFs and using incident/request trends to improve service performance.
- Engaged regularly with business stakeholders and third-party suppliers to define service needs, resolve issues, and ensure compliance with agreed service levels.
- Chaired the Change Advisory Board to facilitate service transition, acceptance, and operational readiness for new technology services.
- Enhanced service stability by reducing incidents and requests through stronger ticket prioritisation and improved support processes.
- Enhanced the ITSM platform and defined new processes for project delivery, procurement standards and application deployment.
- Worked with IT leadership to help define and execute a Cloud First technology strategy.
- Produced business cases, PIDs, HLDs and proposals, and managed projects to agreed scope, time and budget.
Technical Support Analyst
British Medical Association
2010.10 - 2014.12
- Delivered multi-channel technical support through telephone, email, portal and face-to-face support, resolving incidents and service requests to ITIL standards.
- Led implementation of new ITSM platform (Microsoft SCSM), aligning processes and support workflows with ITIL practices.
- Created and enhanced support procedures, improving Service Desk efficiency and standardisation.
- Collaborated with third-party suppliers to resolve incidents, ensuring adherence to service targets.
Education
BSc - IT & Business
University of Hertfordshire
Hertford, HRT2006-01
Foundation Degree - IT & Business
University of Hertfordshire
Hertford, HRT2005-01
Skills
- IT Service Management / ITIL
- Incident & Problem Management
- Change Management / CAB
- Service Transition & Introduction
- Service performance metrics
- Continual Service Improvement
- Service Roadmaps & Strategy
- Automation & Workflow Design
- IT Governance & Risk
- Cybersecurity compliance
- Business Cases & Procurement
- Stakeholder Management
- Supplier & Vendor Management
- Team Leadership & Development
- Asset / Endpoint Management
- IT Service tools
Certification
- ITIL 4 Create, Deliver & Support 2025
- ITIL 4 Foundation 2024
- CMI Level 5 Certificate in Management & Leadership 2023
- Operations / Departmental Manager Level 5 2023
- CompTIA A+ 2007
Hobbies and Interests
Essex County Short Mat Bowls Association committee member, currently serving as Registration Secretary; previous roles include Chairman, Vice Chairman, League Results Secretary, Competition Secretary and Publicity Officer, with responsibility for competitions and administration supporting 1,000+ members., More than 10 years of volunteering experience within Scouting, including leadership responsibilities as a Beaver Leader.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
1. Enterprise Service Management Transformation – Led the migration from an on-premises ITSM platform to a cloud-based Enterprise Service Management solution, extending service capabilities beyond IT into HR and other business functions.
2. Business Process Automation – Delivered automated joiner and leaver processes across more than 70 accounts and services, reducing manual intervention, improving consistency and strengthening security controls.
3. AI Adoption and Governance – Supported the organisation-wide introduction of Microsoft Copilot, helping establish information protection, data loss prevention and licensing controls to enable responsible AI adoption.
4. Technology Leadership – Served on the Technology Leadership Team, contributing to strategic decisions, technology roadmaps, investment proposals and alignment between IT services and organisational objectives.
5. Technology Change Governance – Chaired the Change Advisory Board and participated in the Technical Design Authority, overseeing technology changes, managing operational risks and ensuring service readiness.
6. Continuous Service Improvement – Established and maintained service improvement initiatives using performance data, incident trends and operational insights to improve service quality and effectiveness.
7. Cross-Functional Stakeholder Engagement – Connected business stakeholders, technical specialists and external suppliers to translate organisational requirements into technology solutions and coordinated delivery plans.
8. Cloud Transformation – Helped shape and deliver the BMA's Cloud First technology strategy, supporting the transition towards modern cloud-based services and infrastructure.
9. Supplier and Commercial Management – Managed supplier relationships and contributed to procurement exercises, tender evaluations, commercial negotiations, business cases and technology investment decisions.
Timeline
Service Delivery Manager
British Medical Association
2021.06 - 2026.07
Support Services Team Leader
British Medical Association
2014.12 - 2021.06
Technical Support Analyst
British Medical Association
2010.10 - 2014.12
BSc - IT & Business
University of Hertfordshire
Foundation Degree - IT & Business
University of Hertfordshire