KATE HAYDEN
Bath
Summary
Accomplished IT professional with extensive expertise in ITIL, support and customer experience.
Demonstrates a strong ability to manage and deliver exceptional customer satisfaction efficiently while ensuring alignment with organisational goals.
Adept at implementing best practice service management to drive successful outcomes.
Committed to continuous improvement and professional development within the field of IT service management.
Overview
20
20
years of professional experience
3995
3995
years of post-secondary education
Work History
Head of IT Support
YTL UK Group
Bath
02.2012 - 02.2025
- Accountable for IT support and service delivery to c.4000 internal customers within Wessex Water and the YTL UK Group
- Includes 1st line Service Desk, 2nd line Operational Support, Security Operations and Service Management (fully ITIL aligned)
- Accountable for service management best practice processes & policies and the overall IT support strategy
- Responsible for overall performance to agreed SLAs and KPIs
- Managing a budget of c. £1m
- Building and maintaining important working relationships with all functions of the Wessex Water and YTL Group, delivering exceptional levels of customer satisfaction
- Passionate about the development of people within both the IT function and the wider business
- Member of the Diversity & Inclusion sub-group for Wessex Water
- Mentor for individuals both within IT and the wider group
IT Project Manager
Wessex Water Services Ltd
Bath
07.2008 - 02.2012
- Successfully managed the delivery of a number of capital projects and programmes for the organisation, for both hardware and software
- PRINCE2 qualified
- Managed project team work packets, RAID logs, budgets, stakeholder management and benefits realisation
Operations Control Manager
Wessex Water Services Ltd
Bath
01.2005 - 04.2007
- Managed the 24x7 Operational Control Room for Wessex Water
- Overall line management for 4 teams working various shift patterns around the clock
- Teams responsible for scheduling of reactive and planned work for Operations staff, monitoring of telemetry alarms and handling customer calls
- Highly pressurised environment working to tight SLAs and KPIs in a business critical function
Education
Post Graduate Certificate - Management Studies
University of the West of England - UWE Bristol
LLB -
Manchester Metropolitan University
Skills
- ITIL v3 Expert
- ITIL4 Intermediate
- Agile Project Management Practitioner
- PRINCE2 Practitioner
- MSP (Managing Successful Programmes) Practitioner
- Resilia Cyber Resilience Practitioner
Timeline
Head of IT Support
YTL UK Group
02.2012 - 02.2025
IT Project Manager
Wessex Water Services Ltd
07.2008 - 02.2012
Operations Control Manager
Wessex Water Services Ltd
01.2005 - 04.2007
Post Graduate Certificate - Management Studies
University of the West of England - UWE Bristol
LLB -
Manchester Metropolitan University
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