JASON TEBECK
Northamptonshire
Summary
Experienced Technology Service Leader with over seven years in transforming IT operations into reliable services. Progressed from Service Delivery Coordinator to IT Service Delivery Manager, enhancing customer relationships and operational governance. Proficient in managing enterprise environments, leading major incidents, and driving continuous improvement to meet service delivery objectives. Skilled in ITIL service management, stakeholder engagement, and risk management to improve service quality and deliver business value.
Overview
1
1
Certification
9
9
years of professional experience
Work history
IT Service Delivery Manager
Recursion
2024.03 - 2026.06
- Own end-to-end service delivery for enterprise customers, ensuring operational performance meets contractual SLAs, business objectives, and customer expectations.
- Increased SLA compliance to 98%+ by implementing proactive governance, structured escalation protocols, and executive dashboards, thereby improving operational visibility.
- Direct operational governance across customer environments, maintaining accountability for Incident, Problem, Change, and Request Management in line with ITIL v4 best practices.
- Lead executive service review meetings, translating SLA performance, service trends, operational risks, and opportunities for improvement into actionable business discussions.
- Proactively monitor service health, identify recurring issues before they impact customers, and coordinate cross-functional technical teams to minimise operational risk.
- Acted as the primary escalation point for major customer issues, ensuring clear communication throughout the incident lifecycle and reinforcing customer confidence.
- Created customer-facing dashboards in Power BI and ServiceNow that highlighted SLA trends, incident patterns, and availability metrics to inform executive decision-making.
- Coordinate engineering, infrastructure, and third-party suppliers to consistently achieve service commitments and maintain high customer satisfaction.
- Support onboarding of new services, ensuring smooth operational transition into live support environments.
- Led Continual Service Improvement initiatives by analysing incident trends, customer feedback, and SLA performance to identify root causes and implement preventive measures.
IT Service Delivery Manager
Oysta Technology
2022.01 - 2024.03
- Owned end-to-end service delivery for multiple customer accounts, ensuring contractual obligations and SLA targets were consistently met.
- Managed service delivery for multiple customers, providing operational leadership and governance to enhance service performance and strengthen long term customer relationships.
- Led Major Incident Management, coordinating cross-functional technical teams and delivering structured communication to customers and executives during critical outages.
- Delivered executive service reviews, presenting KPIs, SLA performance, and improvement roadmaps to C-level stakeholders using Power BI and ServiceNow dashboards.
- Strengthened governance processes and reporting quality by introducing consistent service review frameworks, improving operational transparency and increasing customer satisfaction.
- Identified operational risks through trend analysis and implemented mitigation plans to improve service stability and reduce recurring incidents.
- Managed complex customer escalations, balancing commercial priorities with operational delivery and maintaining trusted customer relationships.
- Collaborated with Account Management teams to identify service enhancement opportunities and drive customer retention initiatives.
IT Service Delivery Coordinator
Synertech
2020.02 - 2022.01
- Coordinated customer incidents, requests, and escalations to ensure service commitments were consistently met.
- Worked closely with technical delivery teams to coordinate timely resolution of incidents and service requests.
- Supported operational service delivery across multiple customer accounts, leading reporting, governance, and customer engagement activities that strengthened service delivery.
- Built SLA reports, KPI dashboards, and operational performance analysis in Power BI and Excel, tracking availability, incident volume, and resolution times.
- Supported service review preparation, customer communications, and governance reporting.
- Identified recurring operational issues through trend analysis and contributed to Continual Service Improvement initiatives, resulting in fewer repeat incidents.
- Enhanced reporting quality, operational visibility, and customer communication, facilitating informed service governance and strengthening customer relationships.
IT Service Delivery Coordinator
Adaptive IT
2018.01 - 2020.02
- Managed customer incidents, service requests, and operational communications using ConnectWise Manage and Salesforce Service Cloud.
- Coordinated technical teams for timely issue resolution and effective escalation management.
- Provided operational support across managed service environments, coordinating customer communications, reporting, and Microsoft cloud technologies to maintain high service standards.
- Produced SLA and KPI reports to track availability, incident resolution times, and change success rates for internal stakeholders and customer review meetings.
- Maintained accurate customer records, ensuring complete service documentation and auditability.
- Supported Microsoft 365, Active Directory and infrastructure environments.
- Strengthened operational consistency through detailed reporting, precise documentation, and clear customer communication.
IT Service Delivery Coordinator
Cube IT
2017.02 - 2018.12
- Developed expertise in managed services by supporting customers across Microsoft technologies, coordinating incidents, service requests, and maintaining operational documentation in a fast-paced MSP environment.
- Managed customer incidents and service requests using service desk and CRM platforms.
- Provided first-line customer support and coordinated escalations to specialist technical teams to ensure timely issue resolution.
- Supported Microsoft Windows, Microsoft 365 and Exchange environments.
- Maintained accurate service documentation and customer records.
- Contributed to consistent service delivery through effective communication and operational organisation.
- Cultivated a reputation for reliable customer service, operational discipline, and precise service management in a high-volume managed services environment.
Education
BSc (Hons) - Computer Science
University of Bedfordshire
Cert HE - Business Management
The Open University
Level 3 Diploma - Information Technology
Northampton College
NorthamptonGCSEs - English & Mathematics
Weston Favell School
Skills
- ITSM & Governance: ITIL service management, Incident Management, Problem Management, Change Management, Request Management, Major Incident Leadership, Service improvement, Operational governance, Service performance, Risk management
- Service Delivery Platforms: ServiceNow, Jira Service Management, Salesforce Service Cloud, ConnectWise Manage, ManageEngine ServiceDesk Plus, CMDB
- Reporting & Analytics: Power BI, Microsoft Excel (Advanced), SQL, Microsoft Project, KPI Dashboards, SLA Reporting
- Microsoft Cloud & Infrastructure: Microsoft 365, Azure, Entra ID (Azure AD), Exchange Online, SharePoint Online, Teams, Intune, Windows Server, Active Directory, VMware
- Stakeholder & Customer Management: Stakeholder engagement, Customer Success, Service Reviews, Vendor management, Escalation management, Client Relations
Certification
- ITIL 4 Foundation in IT Service Management – 2024
- Microsoft Certified: Azure Fundamentals (AZ-900) – Microsoft – 2025
- Microsoft 365 Certified: Fundamentals (MS-900) – Microsoft – 2025
- Microsoft Security, Compliance & Identity Fundamentals (SC-900) – Microsoft – 2026
References
References available upon request.
Timeline
IT Service Delivery Manager
Recursion
2024.03 - 2026.06
IT Service Delivery Manager
Oysta Technology
2022.01 - 2024.03
IT Service Delivery Coordinator
Synertech
2020.02 - 2022.01
IT Service Delivery Coordinator
Adaptive IT
2018.01 - 2020.02
IT Service Delivery Coordinator
Cube IT
2017.02 - 2018.12
Cert HE - Business Management
The Open University
BSc (Hons) - Computer Science
University of Bedfordshire
Level 3 Diploma - Information Technology
Northampton College
GCSEs - English & Mathematics
Weston Favell School