Summary
Overview
Work history
Education
Skills
Custom
Affiliations
Accomplishments
Timeline
Generic

William Hibberd

Luton

Summary

An accomplished and results-driven IT leader with over a decade of experience in driving technology strategies, optimising operations, and leading high-performing teams to meet business objectives. Adept at aligning IT functions with organisational goals, I am skilled in IT management, transformation, and continuous improvement. With a strong background in engineering support, security operations, and project management, I am passionate about leveraging cutting-edge technologies to deliver innovative, cost-effective solutions. As a forward-thinking IT professional, I am committed to driving IT strategy at the director level, fostering collaboration, and ensuring alignment with business priorities.

Overview

14
14
years of professional experience

Work history

Live Services & Engineering Support Manager

Doctor Care Anywhere - DCA
12.2023 - 03.2025
  • Promoted following the success of the Engineering Support Team to oversee a cross-functional organisation comprising the Data Team, First Line Support, and L2 Engineering Support
  • Reporting to the CIDO and Head of IT, I drive operational excellence and transformation to deliver value and enhance service delivery
  • Taking ownership and overseeing the Live Service component of our Dynamics-based core system as the Product Owner
  • Re-engineered the support structure, integrating L1 and L2 teams into a single, high-performing unit, fostering a collaborative culture and improving resolution times
  • Defined and implemented SLAs to streamline service delivery, creating a robust handover and escalation framework to improve inter-team communication
  • Led the deployment of a custom ITSM toolset using JIRA, enhancing workflow automation, visibility, and service quality
  • Managed the IT licensing strategy, achieving £150,000 in annual savings through contract rationalisation
  • Ensured regulatory compliance, working closely with senior leadership to adapt IT services in line with business and legal requirements
  • Championed a data-driven approach to decision-making, improving service resilience and proactively addressing organisational needs
  • Contributed to internal committees focused on fostering equality, understanding, and positivity within the workplace
  • Liaised closely with stakeholders for seamless communication flow.
  • Established proactive monitoring standards to enhance the department's ability to identify and resolve issues quickly, improving system reliability and reducing downtime for optimal service delivery.


Engineering Support Manager | Lead Support Engineer

Doctor Care Anywhere - DCA
06.2022 - 12.2023
  • Led the creation and expansion of an L2 engineering support team, developing a highly skilled team of engineers and .Net/Dynamics CRM Developers
  • Promoted to Engineering Support Manager 7 months into my Lead Engineer role as the department grew, overseeing 4 Support Engineers, 4 Developers, and a hybrid Engineer/SOC Analyst
  • Built and scaled the L2 engineering support team to address evolving business needs
  • Implemented best practices for monitoring and incident management, ensuring 24/7 system functionality
  • Led the Change and Release Process, ensuring seamless deployment and clear communication with stakeholders
  • Developed and documented SOPs, enhancing team efficiency and response times
  • Facilitated inter-departmental communication, improving overall organisational effectiveness.

Security and Batch Operations – Shift Manager

PayPoint UK
01.2021 - 06.2022
  • Managed a shift team of analysts and engineers responsible for batch processing and IT system security
  • Delivered services for critical systems, overseeing nearly £15 billion worth of live transactions annually
  • Led incident response calls, conducted root cause analysis, and coordinated with SOC teams to enhance security and system stability
  • Developed SOPs for operational efficiency, ensuring alignment with SLAs and security compliance
  • Managed client expectations, facilitated communication, and ensured continuous 24/7 coverage for incident resolution
  • Streamlined operations by implementing efficient work procedures.
  • Successfully helped implement and manage 24/7 monitoring , ensuring continuous system uptime, swift issue detection, and rapid resolution to maintain business continuity and meet regulatory requirements & SLAs

Agile Business Analyst

Randstad UK
01.2019 - 10.2020
  • Led key business projects, including the migration of seven front-office systems into a unified platform and the implementation of payroll access control for a global project
  • Translated business requirements into actionable specifications for development teams

IT Project Analyst

Randstad UK
02.2017 - 12.2018

Senior Service Desk Analyst

Randstad UK
03.2015 - 02.2017

Service Desk Analyst

Randstad UK
06.2013 - 02.2015

First Line/Second Line Analyst

Connells Group
10.2010 - 06.2013

Education

Microsoft Certified Desktop Support Technician (MCDST) -

Zenos Academy
04.2010 - 09.2010

Agile Business Analyst Certification - undefined

Self-Study

First Aid Certification -

Self-Study

ITIL -

Self-Study

Mental Health First Aider -

Certificated - Online Course

Skills

  • IT Strategy & Leadership
  • Team Building & Development
  • Cross-Functional Collaboration
  • Budget Management & Cost Optimization
  • SLA Development & Optimization
  • IT Service Management (ITSM)
  • Incident & Change Management
  • Security & Risk Management
  • Agile Project Management
  • Process Improvement
  • Stakeholder Management

Custom

Chair, Randstad UK Social Committee, 01/01/14, 12/01/19, Led a £30k annual budget to plan and execute company events, fostering a positive work environment and employee engagement., Managed logistics for large-scale events, including the annual festive party for 300 employees.

Affiliations

  • I enjoy bouldering, which helps enhance problem-solving skills, focus, and perseverance.
  • Part of an inclusive Football Team
  • Currently learning Greek to expand my language skills and cultural understanding.

Accomplishments

Won 'Best Department' internally at DCA after taking over Live Service, recognizing exceptional team performance and service delivery improvements


Achieved a company-first 99.8% uptime over the last two years at DCA, demonstrating exceptional system reliability and performance.


Won 'Mr. Congeniality' award this year at my football team, recognized for my positive attitude, teamwork, and fostering a supportive and inclusive team environment.


My proudest achievement is being personally praised by both my team and management for driving a positive cultural change within Live Service and for being a caring and supportive manager.

Timeline

Live Services & Engineering Support Manager

Doctor Care Anywhere - DCA
12.2023 - 03.2025

Engineering Support Manager | Lead Support Engineer

Doctor Care Anywhere - DCA
06.2022 - 12.2023

Security and Batch Operations – Shift Manager

PayPoint UK
01.2021 - 06.2022

Agile Business Analyst

Randstad UK
01.2019 - 10.2020

IT Project Analyst

Randstad UK
02.2017 - 12.2018

Senior Service Desk Analyst

Randstad UK
03.2015 - 02.2017

Service Desk Analyst

Randstad UK
06.2013 - 02.2015

First Line/Second Line Analyst

Connells Group
10.2010 - 06.2013

Microsoft Certified Desktop Support Technician (MCDST) -

Zenos Academy
04.2010 - 09.2010

Agile Business Analyst Certification - undefined

Self-Study

First Aid Certification -

Self-Study

ITIL -

Self-Study

Mental Health First Aider -

Certificated - Online Course
William Hibberd