Peter Lloyd
Ely,UK
Summary
Accomplished IT professional with extensive expertise in IT Service Management, Service Desk & Operations Management, and Incident, Problem & Change Management. Demonstrates a strong track record in SLA/KPI Ownership & Reporting and excels in People Management & Coaching. Skilled in Vendor & Contract Management and adept at managing offshore teams to enhance service delivery. Committed to continuous improvement and IT service delivery enhancement, with proven capabilities in Endpoint Management and Budget & Asset Management. Career goals include driving innovation in IT services and optimising operational efficiency.
Overview
30
30
years of professional experience
Work history
Head of IT Services
Inotiv
, Global
2024.02 - 2025.04
- Lead 11-person IT support team delivering 1st–2nd line support to 1,300+ users
- Own end-to-end IT service delivery, maintaining 95%+ SLA compliance
- Implemented ITIL processes for incident, problem, and change management
- Reduced ticket resolution times by 25% through process improvement and tooling
- Act as senior escalation point for major incidents and outages
- Manage IT suppliers, contracts, and licensing
- Produce service reports and performance metrics for senior management
- Key Results
- Coordinated hardware and software upgrades, maintaining optimal performance standards.
IT Services Manager
Envigo
, Global
2019.01 - 2024.01
- Lead 12-person IT support team delivering 1st–2nd line support to 1,500+ users
- Implemented ITIL processes for incident, problem, and change management
- Reduced ticket resolution times by 25% through process improvement and tooling
- Act as senior escalation point for major incidents and outages
- Manage IT suppliers, contracts, and licensing
- Produce service reports and performance metrics for senior management
Global IT Support Services Manager
Envigo
Huntingdon, Global
2016.01 - 2019.01
IT Support Services Manager
Huntingdon Life Sciences
Huntingdon, UK
2016.01 - 2019.01
- Delivered 2nd/3rd line support across multiple UK locations
- Supported desktops, laptops, mobile devices, and networks
- Logged and resolved incidents using ServiceNow
- Built strong customer service and troubleshooting skills
2nd Line Support Technician
BrightVisions Ltd
Saint Neots, Cambridgeshire
2014.05 - 2014.07
Regional ICT Support Manager
Balfour Beatty Eng Services
Watford, HRT
2009.04 - 2013.12
- Adjusted resource allocation according to workload fluctuations, ensuring optimal utilisation.
- Liaised closely with stakeholders for seamless communication flow.
- Fostered team cohesion for greater productivity and morale.
- Improved response times with efficient ticket management systems.
- Collaborated cross-functionally to align departmental goals and objectives.
- Conducted regular performance reviews, ensuring continuous improvement of staff skills.
- Prioritised workload effectively, optimising time management within the team.
IT Systems Support Manager
Haden Young Ltd
Watford, Hertfordshire
2004.09 - 2009.01
IT Systems Support Analyst
Haden Young Ltd
Watford, Hertfordshire
1995.04 - 2004.09
Skills
- IT Service Management
- Service Desk & Operations Management
- Incident, Problem & Change Management
- Asset Management
- SLA / KPI Ownership & Reporting
- People Management & Coaching
- Vendor & Contract Management
- Endpoint Management
- Budget & Asset Management
- Continuous improvement mentality
- Service delivery improvement
- IT service delivery improvement
- Managing offshore teams
- 1st line IT support
- 2nd line IT support
Timeline
Head of IT Services
Inotiv
2024.02 - 2025.04
IT Services Manager
Envigo
2019.01 - 2024.01
Global IT Support Services Manager
Envigo
2016.01 - 2019.01
IT Support Services Manager
Huntingdon Life Sciences
2016.01 - 2019.01
2nd Line Support Technician
BrightVisions Ltd
2014.05 - 2014.07
Regional ICT Support Manager
Balfour Beatty Eng Services
2009.04 - 2013.12
IT Systems Support Manager
Haden Young Ltd
2004.09 - 2009.01
IT Systems Support Analyst
Haden Young Ltd
1995.04 - 2004.09