Summary
Overview
Work history
Education
Skills
Affiliations
Qualifications & Training
Life Motto
Timeline
Generic

Lee Aldwinckle

Sevenoaks,Kent

Summary

Accomplished professional with expertise in global IT service management and operations, demonstrating motivational leadership and mentorship. Proven track record in project management using both Agile and Waterfall methodologies, alongside a strong focus on cybersecurity frameworks and digital transformation. Adept at strategy creation and implementation, policy compliance, and process improvement, with a commitment to health and safety standards. Skilled in stakeholder relationship management, IT outsourcing, data governance, and cloud computing services. Career goals include leveraging AI-driven solutions to enhance organisational resilience and adaptability while fostering business partnerships through effective communication and negotiation.

Overview

18
18
years of professional experience
4
4
years of post-secondary education

Work history

Head of IT Service Delivery

FM Conway - Construction
Sevenoaks, Kent
10.2024 - 05.2025
  • Responsible for overseeing the seamless delivery and management of IT services, infrastructure and telecommunications, ensuring alignment with business objectives, service excellence, operational efficiency, security and resilience.
  • Presented technical information to non-technical stakeholders, facilitating informed decision-making.
  • Ensured IT compliance, maintaining adherence to industry regulations and standards.
  • Streamlined IT policies and processes to increase efficiency, ways of working and productivity.
  • Leadership, mentoring and managing IT Operations, FinOps, Cybersecurity & Infrastructure teams
  • Responsible for the management of IT infrastructure, including on-premise and cloud environments, ensuring robust, scalable, and secure infrastructure to support service delivery.
  • Responsible for the development and maintenance of IT resilience and disaster recovery plans to ensure business continuity in the event of disruptions, coordinating regular testing and updates.
  • Designed and implemented a robust Change Management process reducing change related incidents by 30%
  • Oversaw budget management to control expenditure and boost savings.
  • Vendor management for all IT services & contracts. Successfully negotiating 20% reduction on previous budget costs.
  • Created and Implemented SMART objectives and KPI's for all team members
  • Created and implemented 3-year IT digital transformation plan aligned to organisational strategy
  • Implemented AI-driven solutions to improve operational efficiency, enhancing customer experiences and streamlining processes, resulting in a reduction of manual tasks by 40%
  • Led information and communications strategy development.
  • Fostered cross-departmental collaboration to facilitate enterprise-wide data governance enhancement.

Global Head IT Service Management & Operations

ISG - Construction
London
02.2017 - 10.2024
  • Leading, mentoring and managing IT Ops, SecOps & ITSM teams globally.
  • Implemented Cybersecurity incident management & Risk governance.
  • Created & implemented IT strategy for Global IT Service Management / Operations adopting new ways of working through digital transformation & Automation (AIOps)
  • Recruited a Global IT service, SecOps and operational team spanning 12 countries for 24x7x365 service.
  • Implemented AI-driven solutions to improve operational efficiency, enhancing customer experiences and streamlining processes, resulting in a reduction of manual tasks by 40%
  • Produced and Implemented policies & processes for IT Operations & IT service management aligned to ITIL / Agile DevOps / AIOps & ISO27001
  • Implemented standards of service and security policies aligning to country legislation & governance.
  • Responsible for stakeholder management across Global business units.
  • CSIP plans for each region developed, monitored & actioned aligned to organisation vision & goals.
  • Created and implemented processes for the onboarding, transition & decommission of global project sites & organisation offices.
  • Provision of service metrics & KPI's to relevant stakeholders via structured reports & dashboards
  • Accountable for delivery & support of global platforms (O365, Workday, Business Central, ServiceNow etc.)
  • Accountable for the delivery, migration & ongoing maintenance of on-premise infrastructure to cloud (Azure)
  • Member of the Senior IT leadership team & deputy for CIO.
  • Created and managed a team for IT hardware/software procurement and contract management
  • Responsible for IT operational budget ensuring optimisation, cost control & value on investment
  • Managed program to successfully obtain Cyber Essentials plus accreditation 5 years running.
  • Promoted innovation, leading to the development of cutting-edge software solutions.
  • Delivered successful IT projects whilst adhering to set timelines and budgets.
  • Implemented effective data management systems to ensure data integrity and security.
  • Fostered a collaborative environment by promoting open communication within the team.
  • Networked at industry seminars to build strategic business relationships.

Operations and Governance Manager

Hewlett Packard Enterprises - Manufacturing
London
07.2015 - 02.2017
  • Responsible for the provision and operational service for IT Operations, Infrastructure, Application services at one of HPE's top 4 global client sites (Proctor & Gamble)
  • Drive input into the specified service scope, monitoring service delivery performance and compliance with high focus on quality, standards, and champion operational excellence to the customer.
  • Interface with the customer senior management and partner personnel and represent the interests of the customer in such discussions.
  • Responsible for cyber security policy, process, and advice
  • Responsible and owner of BCP & DR plans and testing.
  • Act as a strategic IT advisor to the leadership team and manage the IT roadmap

Service Delivery Director

Wildnet Group Limited - MSP Insurance
03.2012 - 06.2015
  • Responsible for the delivery of IT operations including pre-sales and customer onboarding (Managed and Hosted) to Wildnet's internal users and external customers.
  • Responsible and accountable for a programme of continuous improvements measured and reported by regular and direct interactions between Wildnet's internal stakeholders and external user representatives.
  • Recruited an IT service management and operational team.
  • Responsible for all Customer communications, account management, vendor management and relations
  • Ensure smooth transition process into support from development and project. (DevOps)
  • Responsible for the design, introduction, and on-going management of all ITIL processes (Incident, Problem, Change, Release, Configuration etc.)
  • Responsible for all IT security, disaster recovery and asset management
  • Creation of high-quality monthly service reporting to Wildnet's customers
  • Responsible for vendor management
  • Insurance Software Provider

Service Delivery Manager

Superdrug - Retail
Croydon
02.2010 - 03.2012
  • Responsibility for the Management Operations, Security, Audit and Delivery of central core systems ensuring services are delivered to the quality in line with agreed SLA / OLA.
  • Maintain stability and availability of systems through trend analysis and service improvement programs ensuring SLA / OLA compliance.
  • Responsibility for the delivery of Problem, Change and Transition management across IT, the organisation, and its service providers.
  • Manage team productivity to reach maximum efficiency along with performance reviews and development plans.
  • Vendor Management
  • Responsibility for project/programme management for all production services such as disaster recovery, business continuity, capacity planning, and IT service improvements.
  • Responsibility for service transition in-house including full project management.
  • Responsibility for metric and performance reporting to stakeholders

Head of Online Managed Services

Intercept IT - MSP SaaS
01.2007 - 02.2010
  • Creation and leadership of a skilled team to provide service delivery and operation support.
  • The service delivery function incorporated all customer services; account management, HR process, vendor selection, pre / post sales support, vendor management, budget control and invoicing.
  • The operational function incorporated the managed services division (SaaS/cloud) spanning the service desk, Change / Problem / Release / Capacity management, and technical infrastructure teams, including data centre management.
  • Primary Programme / Project manager for customer implementations and transitions.
  • Managed the full quality assurance process using customer satisfaction surveys, internal and external feedback, team coaching, monitoring and reporting.
  • Implemented user forums for enhanced customer relations along with steering committees for internal projects.
  • Virtual Desktop (SaaS) MSP Provider

Education

HND - Project Management

Open University
01.2001 - 01.2003

Higher National Diploma - Business & Information Technology

South Essex College
Southend-on-Sea
09.1986 - 06.1988

Skills

  • Global IT service management & Operations
  • Motivational Leadership, Mentorship & management
  • Project Management (Agile / Waterfall)
  • Staff training and development
  • Cybersecurity frameworks
  • Artificial Intelligence (AIOps)
  • IT outsourcing
  • IT & Data Governance
  • Digital Transformation
  • Strategy creation & implementation
  • Policy, Process & procedure compliance & improvement
  • Data analytics
  • Health and Safety Compliance
  • SLA / OLA establishment
  • Cloud computing services
  • Stakeholder relationship management
  • Organised and efficient
  • Active listening
  • ISO Standards
  • Data privacy compliance
  • Budgeting and forecasting
  • Risk analysis
  • Multi-Vendor management
  • Contract review, negotiation & management
  • Business Relationship Management Professional
  • Business partnering
  • ITIL framework
  • DevOps methodologies
  • Resilience and adaptability

Affiliations

  • I am an avid music collector and enjoy socialising. I DJ at large events & festivals I have had my own radio show for the past 16 years. My wife and I also run our own music event in Turkey each year.

Qualifications & Training

HND Project Management, 2001 – 2003 Open University, Home Study

ITIL V4 Service management Foundation

ITIL V4 Specialist Create, Deliver & Support

ITIL Continuous Service Improvement

ITIL Leader Digital & IT Strategy

Business Relationship Management Professional

Prince 2 practitioner

Agile Foundation & Scrum

Azure Fundamentals

ISG Futures (Internal management and leadership programme)

SC Cleared

Current self study Digital Transformation

Life Motto

Its nice to be important but important to be nice

Timeline

Head of IT Service Delivery

FM Conway - Construction
10.2024 - 05.2025

Global Head IT Service Management & Operations

ISG - Construction
02.2017 - 10.2024

Operations and Governance Manager

Hewlett Packard Enterprises - Manufacturing
07.2015 - 02.2017

Service Delivery Director

Wildnet Group Limited - MSP Insurance
03.2012 - 06.2015

Service Delivery Manager

Superdrug - Retail
02.2010 - 03.2012

Head of Online Managed Services

Intercept IT - MSP SaaS
01.2007 - 02.2010

HND - Project Management

Open University
01.2001 - 01.2003

Higher National Diploma - Business & Information Technology

South Essex College
09.1986 - 06.1988

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Lee Aldwinckle