Summary
Overview
Work History
Education
Skills
Websites
Timeline
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James Wilson

Bracknell

Summary

Dedicated professional specializing in operational effectiveness, possessing robust expertise in strategic planning and performance management. Proven track record of enhancing operational efficiency and elevating service delivery across diverse teams. Extensive experience in ITIL framework implementation and ISO compliance, showcasing a strong capability to integrate software businesses for improved collaboration and customer satisfaction.

Overview

17
17
years of professional experience

Work History

Head of Operations

Giacom
07.2023 - Current
  • Spearheaded integration of three software businesses, overseeing 150 employees for unified operations.
  • Directed operations across Software Support, Service Management, Project Management, Professional Services, and Managed Services.
  • Managed recertification of Institute of Customer Service certification post-acquisition to ensure service quality continuity.
  • Maintained strategic partner relationships to enhance collaboration and operational effectiveness.
  • Oversaw onboarding and enhancement projects for largest customers, ensuring timely delivery.
  • Executed operational strategies aligned with company goals to drive growth and efficiency.
  • Developed and mentored teams to optimize performance and foster a positive work environment.
  • Oversaw all operational management aspects to ensure seamless transition and business continuity.

Head of Operations

Union Street Technologies Ltd
09.2020 - 07.2023
  • Directed comprehensive operational management across Support, Bureau, Professional Services, Customer Experience, and Training functions.
  • Led team development and strategic initiatives while managing all operational budgets and risks.
  • Orchestrated implementation of ISO 27001 and Ofcom's TMBS standards to enhance compliance and streamline internal operations.
  • Achieved Institute of Customer Service membership and their ServiceMark Accreditation within one year.
  • Secured the ICS's National Customer Focus Award - SME in 2020 for outstanding service delivery.
  • Oversaw migration from legacy billing application to new web interface within three months.
  • Boosted Support SLA from 88% to 98% and customer satisfaction from 3.6/5 to 4.5/5.
  • Implemented performance management frameworks to drive process efficiency and continuous improvement.

Operations Manager

Union Street Technologies Ltd
01.2019 - 09.2020
  • Managed day-to-day operational activities, ensuring efficiency and quality.
  • Held end-to-end operational management responsibility for the Support and Bureau Functions, including leadership of a team of 45 and management of a £1.1m budget.
  • Implemented an ITIL framework within the support departments to increase efficiency and enhance customer service.
  • Implemented process improvements to increase productivity and reduce costs.
  • Worked closely with technical teams to resolve complex issues and improve service delivery.

Technical Support Manager

Union Street Technologies Ltd
06.2014 - 01.2019
  • Managed the Incident Management and Problem Management teams.
  • Led a team of technical support professionals, focusing on quick and efficient resolution of customer issues.
  • Responsible for investigating and resolving long-term or high-impact issues, and improving internal processes.
  • Acted as a key point of contact for technical and customer escalations.

Junior Associate

HSBC
09.2012 - 02.2014

QA Software Tester

mikoishistudios
06.2008 - 09.2008

Education

Bachelor of Science - Financial Management

London School of Business And Finance
London
06-2012

Skills

  • IT service delivery
  • ISO internal auditor practitioner
  • ITIL framework expertise
  • Strategic planning and execution
  • Team leadership and development
  • Performance management strategies
  • Budget control and oversight
  • Cross-functional collaboration
  • Change management processes
  • Risk management techniques
  • Stakeholder engagement
  • Client relationship management
  • Results orientation
  • Quality assurance focus
  • Organizational skills
  • Proactive adaptability
  • Project management
  • Supplier monitoring

Websites

Timeline

Head of Operations

Giacom
07.2023 - Current

Head of Operations

Union Street Technologies Ltd
09.2020 - 07.2023

Operations Manager

Union Street Technologies Ltd
01.2019 - 09.2020

Technical Support Manager

Union Street Technologies Ltd
06.2014 - 01.2019

Junior Associate

HSBC
09.2012 - 02.2014

QA Software Tester

mikoishistudios
06.2008 - 09.2008

Bachelor of Science - Financial Management

London School of Business And Finance

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James Wilson