Craig Purdie
Parkhead,Glasgow City
Summary
Accomplished professional specializing in IT strategy alignment and performance improvement. Proven track record in managing projects that optimize service desk operations and enhance system performance. Expertise in data analysis and operational reporting, facilitating cross-functional collaboration for process standardization. Committed to leveraging technical skills for success in technology-driven environments.
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
20
20
years of professional experience
Work history
Head of Operational Performance
ABM UK B&I
11.2024 - 08.2025
- Reporting to the Managing Director, I lead business-wide operational performance with responsibility for systems, service desks, mobilisation, and business support. Partnering with the senior leadership team, I drive improvements aligned to retention, growth, and key client KPIs.
- Key achievements:
- Led performance improvement programmes across core operational areas, improving efficiency and service delivery.
- Standardised business systems and processes across multiple functions.
- Strengthened service desk delivery and response times through team restructuring and workflow optimisation.
Head of IT & Business Change
City Facilities Management
03.2020 - 11.2024
- Owned the IT and data function for UK and European operations, reporting directly to the MD. Managed a cross-functional team including project management, IT delivery, and MI analysts.
- Key achievements:
- Aligned group IT strategy with business goals in collaboration with the Group CTO.
- Introduced system enhancements that improved field service compliance and operational reporting.
- Improved business resilience by integrating service management practices across IT and operations.
Various Roles
City Facilities Management
04.2015 - 03.2020
- I joined City FM as helpdesk manager, leading the multiclient helpdesk. I successfully launched 3 new customers in this time and was promoted to IT manager to lead the IT function for the business unit. My role was then widened to cover all central support functions including IT, Helpdesk and business support.
- Key achievements:
- Consistently met or exceeded service KPIs across client accounts.
- Cultivated a high-performance, inclusive team culture.
- Strengthened IT service governance and escalations.
- Successfully managed multiple system enhancement projects with cross-functional impact.
Operations Manager
Response Handling Ltd
04.2014 - 07.2015
- Led two strategic customer accounts in contact centre operations, overseeing 10 team leaders and up to 150 FTE.
- Key achievements:
- Delivered high customer satisfaction across both financial services and non-profit sectors.
Senior Operations Manager
Webhelp
01.2009 - 03.2014
- Oversaw customer service delivery across two UK sites. Managed three operations managers and a service support function.
- Key achievements:
- Achieved best large contact centre of the year (2013).
- Led performance turnarounds and sustained high CSAT.
Customer account services agent
Webhelp
04.2005 - 01.2009
- Initiated career in customer service, advancing swiftly through team lead and operations positions, culminating in oversight of new site launches as Senior Operations Manager.
Skills
- IT strategy alignment
- Performance improvement
- Project management
- Service desk optimisation
- System enhancement
- Data analysis
- Operational reporting
- Cross-functional collaboration
- Process standardisation
Hobbies and Interests
Travel, Movies/Cinema, Walking
CONTACT
- PHONE NUMBER: 07852 151806
- WEBSITE: www.linkedin.com/in/craig-purdie-40125446
- EMAIL ADDRESS: craigage@live.co.uk
Timeline
Head of Operational Performance
ABM UK B&I
11.2024 - 08.2025
Head of IT & Business Change
City Facilities Management
03.2020 - 11.2024
Various Roles
City Facilities Management
04.2015 - 03.2020
Operations Manager
Response Handling Ltd
04.2014 - 07.2015
Senior Operations Manager
Webhelp
01.2009 - 03.2014
Customer account services agent
Webhelp
04.2005 - 01.2009
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