Antony Johnson
Head of Service Delivery Management Responsibilities & Partnership Senior Service Delivery Manager @Experian
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WORK HISTORY
Head of Service Delivery Management Responsibilities & Partnership Senior Service Delivery Manager @Experian
Nottingham, GB
5yrs SDM/3yrs Head of SDM responsibilities – PresentUK & I Operations Board leader (SLT for ITSM, Product BUs, Ops)Redesigned purpose to deliver a first-class client experience that strengthens client growth. Developed PowerBI MI platform to provide a unified view of level 1-2 KPIs and OKRs.• Designed a new board meeting approach to unify the competing ITSM leads and P&L owning business units onto a common goal and customer journey structure.• Increased value output by 40%, reduced meeting time by 4.8hrs per month, reduced slide effort levels by 30%- in FY25.• 15% reduction in client support contact following facilitation and delivery of modernised self-service functionality, prior to delivering a client portal, removing the need for email and phone contact and increasing NPS to 9.5 within 6 months.Strategic Partnership Senior Service DeliveryLed multiple cross-industry strategic client service portfolios above £10m each. Managed executive/C-level client and internal discussions, site visits and strategic relationship development. Monitored industry changes and emerging trends affecting technology opportunities, client industry, and value opportunities through regular alerts and reviews. • Recovered £3m of new business revenue through a transition of client transparency. • Saved 25k cost through capacity management agreements, delivering client value more effectively.• 0.5 OTE (per two strategic clients) Service Desk and Access Management cost saving through re-designed client-owned access approvals.• Re-engineered more consistent ITSM process and engagement options in contracts, resulting in a 10% drop in client SLA escalation.• Consulted and supported the delivery of a new client-facing ServiceNow portal, giving clients more control and visibility and moving traffic away from phone and email. NPS increased to 9.5 within 6 months.• Delivered market awareness and communication psychology training.
SKILLS
ABOUT ANTONY JOHNSON
Outcome-focused technology fanatic, service delivery leader with 18 years experience managing strategic client portfolios, ITSM operational KPI/SLA/XPA/OKRs across multi-regional teams in the UK & I with partnerships and vendors in EMEA, and US.Dedicated to service excellence across SaaS, BaaS, API, cloud, mainframe and advancing technology solutions and platforms. Adept in exec and operational stakeholder engagement, external communication, Agile product ownership, and business resilience planning. Expert in designing and embedding KPIs, performance frameworks, and client-focused governance. Recognised for driving innovation, empowering people, and creating scalable, value-led service strategies. Motivated by engagement leadership, people development, and aligning technology with evolving customer and market demands to deliver measurable business outcomes.Service Delivery Management | Strategic Client Engagement | ITSM Governance | Incident & ProblemManagement | Change & Risk Advisory | Service Transition | KPI SLA XPA MI Reporting | Executive Stakeholder Management| Agile Product Ownership | SLA Optimisation | Root Cause Analysis | ServiceNow & Salesforce | OperationalForecasting | Client Lifecycle Strategy | Cross-Functional Leadership | Working family modern policies | Psychology in communicationITIL V4 Foundation certified.ITIL V3 Foundation certified. ITIL Service Ops Lifecycle certified.Key ITIL experience with Service Management, Service Desk, Problem, Change and Incident - 18+ yearsGlobal I.T. Service Management Forum Member (ITSMF)
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