Stephen Sharpe
Southampton,Hampshire
Summary
Dynamic and results-driven professional with expertise in MSP growth and scaling, recurring revenue strategies, and IT operations. Demonstrates a proven track record in leadership, team development, and client retention through strategic partnerships and vendor management. Adept at driving process improvement and operational efficiency while delivering exceptional cloud and infrastructure services. Committed to fostering long-term success through innovative commercial strategies and optimised service delivery.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
Work history
Managing Director (TLC Solutions)
TEP Holdings Ltd t/a The Loyalty Co
Manchester, Lancashire
2021.06 - Current
- Reported directly to the CEO, leading overall business strategy, operations, and commercial performance of TLC Solutions.
- Partnered with the Chief Operating Officer to define and execute sales and marketing strategies, expanding the client base and increasing revenue from existing accounts.
- Drove sustained business growth through new client acquisition and strategic account expansion.
- Delivered Fractional CTO services to clients, defining technology roadmaps, managing vendors, and aligning technology initiatives with business objectives.
- Established strategic partnerships with key systems providers across PMS, POS, reservations, and related hospitality technologies.
- Built and scaled internal teams to support business growth and service delivery excellence.
- Researched, selected, and implemented core internal systems, including PSA, RMM, and documentation platforms, improving operational efficiency.
- Designed and implemented a comprehensive customer service model focused on proactive IT support and high-level cybersecurity standards.
- Collaborated with web, data, and marketing teams to deliver integrated, cross-functional projects.
- Strengthened senior-level client relationships, improving retention, satisfaction, and long-term value.
- Led operational improvements to enhance efficiency, scalability, and service quality.
- Directed complex IT projects from inception to successful delivery across multiple hospitality venues
Operations Director
Quadranet Systems Ltd
Marlow, Buckinghamshire
2001.03 - 2021.06
- Directed day-to-day operations across support, infrastructure, and installation teams, ensuring high performance and service delivery standards.
- Implemented operational processes that significantly improved efficiency, scalability, and client satisfaction.
- Oversaw internal IT infrastructure, maintaining full uptime across business-critical client systems.
- Contributed to long-term business stability and growth through strong operational leadership and strategic planning.
- Led delivery of complex, multi-site projects across the UK, Europe, and the Middle East, including large-scale deployments for multi-property hotel groups.
- Scaled service delivery capabilities over nearly two decades, supporting sixfold business growth.
- Played a key role in establishing the Middle East office (Dubai), growing the regional client base to nearly 100 customers.
- Managed and developed technical teams, ensuring consistent service quality and adherence to SLAs.
- Collaborated closely with development teams on product evolution, lifecycle management, and system deployments.
- Negotiated supplier agreements, achieving cost efficiencies while maintaining high service and product standards.
- Led the migration of business-critical infrastructure to cloud environments, improving resilience and scalability.
- Directed the successful migration to Microsoft 365, modernising collaboration and productivity systems.
Second Line Technical Support Engineer
Micros Fidelio UK Ltd
Slough, Berkshire
1999.03 - 2001.03
- Managed incident resolution processes, improving response times and overall service efficiency.
- Ensured minimal disruption during server maintenance through careful planning and execution.
- Resolved high volumes of daily helpdesk tickets, contributing to smooth organisational workflows and user productivity.
- Diagnosed and resolved hardware, software, and network issues across diverse environments.
- Delivered end-user support, maintaining high levels of service availability and user satisfaction.
- Provided escalation support to first-line teams, ensuring timely resolution of complex technical issues.
Education
Crofton School
Fareham, Hampshire 1989.09 - 1994.07
Skills
- MSP Growth & Scaling
- Recurring Revenue & Commercial Strategy
- IT Operations & Service Delivery
- Leadership & Team Development
- Client Retention & Key Account Management
- Cloud & Infrastructure Services
- Strategic Partnerships & Vendor Management
- Process Improvement & Operational Efficiency
Timeline
Managing Director (TLC Solutions)
TEP Holdings Ltd t/a The Loyalty Co
2021.06 - Current
Operations Director
Quadranet Systems Ltd
2001.03 - 2021.06
Second Line Technical Support Engineer
Micros Fidelio UK Ltd
1999.03 - 2001.03
Crofton School
1989.09 - 1994.07