Richard Cuthbert
Thornaby,Stockton-on-Tees
Summary
Regional service delivery and operations lead, with experience managing and supporting operationally critical onboard network infrastructure in live passenger rail environments. Proven track record of leading distributed teams, improving service performance (SLA compliance from ~65% to >99%), and acting as senior escalation point for complex, high-impact incidents across multiple customers. Strong background in incident, problem, and change management within a regulated transport context, with a focus on reliability, risk reduction, and continuous service improvement.
Overview
8
8
years of professional experience
Work history
Regional Team Lead (DACH)
Nomad Digital
Newcastle upon Tyne
06.2024 - Current
- Manage a team of seven direct reports, providing first, second and third-line support for on-train and trackside network infrastructure.
- Drive continuous service improvement initiatives, including by using incident and performance data to identify systemic issues, improve reliability, and raise regional compliance with customer-agreed SLAs from ~65% to >99%.
- Lead weekly internal and customer-facing meetings, including service management, problem management, incident management and CAB.
- Own root cause analysis activities across the DACH region, identifying systemic technical and process issues and driving corrective and preventive actions to reduce repeat incidents.
- Lead the hiring and training of new analysts with Nomad's technical teams.
- Created the training and onboarding process for new hires within the Service Desk.
- Established and maintained service documentation and knowledge bases to support consistent service delivery.
- Co-led the restructure of the Service Desk to provide a standardised level of technical support, and a single point of escalation, for all of Nomad's customers.
- Serve as senior escalation point for complex, high-impact incidents affecting operationally critical onboard network infrastructure across DACH and North America.
- Manage the remote deployment of software, firmware and operating system upgrades to the thousands of network devices on ~600 trains within the DACH region.
- Ensure operational changes comply with change, configuration, and release management controls appropriate to regulated rail environments.
- Facilitated the transition of numerous new projects into operations and maintenance, including 7 new train fleets.
- Co-coordinate the third-party field service engineering team performing hardware updates and repairs within the DACH region.
- Collaborated with engineering and security teams to reduce operational and cyber risk among distributed rail networks.
- Mentor analysts into technical and leadership responsibilities.
Service Desk Analyst (Technical Lead)
Nomad Digital
Newcastle upon Tyne
05.2022 - 06.2024
- Identified, troubleshooted and resolved train-based hardware, software and networking issues.
- Worked in an ITIL environment, assisting with incident, problem and change management.
- Served as a point of escalation for technical issues within the DACH region.
- Coached other analysts with regards to incident management best practice, troubleshooting methodologies and meeting SLAs.
- Collaborated with other teams, customers and third-party organisations to facilitate the timely resolution of incidents.
- Promoted collaboration and collective problem solving within the service desk team by hosting drop-in sessions for analysts to discuss and resolve pressing issues.
- Helped to define, implement and improve processes for the identification, investigation and resolution of technical problems.
- Created, maintained and updated documentation to support the work of other analysts.
- Delivered technical training to other employees.
- Attended customer meetings to provide information, and responded to queries, about the status of incidents within the DACH region.
- Provided ad hoc technical support to other employees, both within the service desk and the wider company, as well as to third-party field engineers.
- Created scripts to automate repeatable tasks.
- Implemented, and assisted with the implementation of, changes within the DACH region.
North East Coordinator
AbilityNet
Newcastle upon Tyne
09.2021 - 12.2022
- Led a team of volunteers providing IT support to older people and to disabled people of any age.
- Recruited and interviewed potential volunteers.
- Assisted with the onboarding and training of volunteers.
- Managed AbilityNet's budget for North East England and planned revenue generation strategies.
- Helped to promote AbilityNet within the region.
- Planned and ran technology workshops and seminars for older and disabled people, and for those assisting them.
- Worked alongside the NHS, social services and local authorities to plan and implement projects aimed at improving the lives of disabled people using technology.
- Served as the point of contact for, and managed relationships with, third-party organisations seeking to work with AbilityNet in North East England.
Mentor
Oxford School of Climate Change
Oxford
01.2021 - 03.2021
- Taught students about the science, economics, and politics of climate change.
- Assisted students with completing a renewable energy project.
Carer/sustainability consultant
UK/UAE
01.2018 - 12.2021
- Cared full-time for a sick relative.
- Consulted on various sustainability, climate change mitigation and climate change adaptation projects for companies including Dubai Audio and Piega.
Education
Certificate - Philosophy
University of Cambridge
Cambridge, England 10.2025 -
Technical Support Bootcamp -
Firebrand
Bedford 04.2022 - 06.2022
Software Development Bootcamp -
Northcoders
Newcastle upon Tyne 10.2021 - 03.2022
Coursework - Information Technology
Oxford University
Oxford 2020 - 2022
Master of Science - Carbon Management
University of Edinburgh
Edinburgh 2016 - 2018
Bachelor of Arts - Philosophical Studies: Knowledge and Human Interests
Newcastle University
Newcastle upon Tyne 2012 - 2016
Skills
- Critical thinking
- Problem solving
- Verbal and written communication
- Research
- Preparing documentation
- Coaching and mentoring
- Customer service
- ITIL
- ITSM tooling (Jira, Remedyforce, Freshdesk)
- Business systems analysis
- Data analysis
- Linux
- Networking
- Programming (Bash, Python, Java, JavaScript, PHP, C)
- HTML5
- CSS3
- Cloud computing
- Git, GitHub and GitLab
- CI/CD tools and methodologies
- Zabbix
- Windows Server
- Database design, development and management
- SQL
- Hardware repair
Memberships
- BCS, The Chartered Institute for IT, Professional Member (MBCS)
- Oxford University Scientific Society, Lifetime Member
- The Cambridge Union
Certificates and Certifications
Axelos
- ITIL 4 Foundation
Cisco
- CCNA 200-301 (expected March 2026)
StudioWeb
- Certifications in HTML, CSS, JavaScript, Python and PHP
Udemy
- Getting Started With Wireshark: The Ultimate Hands-On Course
- Bash Scripting and Shell Programming
- Zabbix 6 Application and Network Monitoring
- Complete Java Masterclass
- Complete Cisco CCNA 200-301 Course
Coursera
- Cybersecurity Professional Certificate, Google
- IT Support Professional Certificate, Google
- Machine Learning Specialization, Stanford Online
- What is Data Science?, IBM
- Data Science Methodology, IBM
- Tools for Data Science, IBM
- Ethical Hacking Essentials, EC-Council
- Introduction to Psychology, Yale
TCM Security
- Linux 101
- Practical Ethical Hacking
- Practical Malware Analysis and Triage
Stanford Online
- Computer Science 101
Goldman Sachs
- Engineering Virtual Program
Future Learn
- Begin Robotics, University of Reading
- Planet Earth: Understanding and Protecting our Environment, University of Leeds
- Introduction to Geology, Open University
- Frontier Physics: Future Technologies, University of York
- Principles of Engineering, Kings College London
- Mysteries of the Universe, National Tsing Hua University
- Understanding the Weather, University of Reading
- Extreme Geological Events, Cardiff University
- Engineering the Future, University of York
- The Discovery of the Higgs Boson, University of Edinburgh
Try Hack Me
- Pre-Security
- Cybersecurity 101
- Security Analyst Path (in progress)
Volunteering
- AbilityNet IT Support Volunteer
- Martial Arts Teacher
Timeline
Certificate - Philosophy
University of Cambridge
10.2025 -
Regional Team Lead (DACH)
Nomad Digital
06.2024 - Current
Service Desk Analyst (Technical Lead)
Nomad Digital
05.2022 - 06.2024
Technical Support Bootcamp -
Firebrand
04.2022 - 06.2022
Software Development Bootcamp -
Northcoders
10.2021 - 03.2022
North East Coordinator
AbilityNet
09.2021 - 12.2022
Mentor
Oxford School of Climate Change
01.2021 - 03.2021
Carer/sustainability consultant
UK/UAE
01.2018 - 12.2021
Coursework - Information Technology
Oxford University
2020 - 2022
Master of Science - Carbon Management
University of Edinburgh
2016 - 2018
Bachelor of Arts - Philosophical Studies: Knowledge and Human Interests
Newcastle University
2012 - 2016