Adrian Glasgow
Lead Technical Officer @Civica
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WORK HISTORY
Lead Technical Officer @Civica
Technical governance and architecture leadership across Civica’s hosted HR & Payroll estate, ensuring platform resilience, security posture improvement and operational maturity.Key achievements• Reduced aged support tickets from 900+ to fewer than 50 within six months, restoring customer confidence and operational stability• Implemented security policies and strengthened operational controls across the hosted infrastructure estate• Led architecture governance for HR & Payroll SaaS platforms supporting enterprise and public-sector customers• Partnered with Product, Engineering and Sales to support complex hosted and VPC deployments• Drove continuous improvement across service delivery, platform reliability and security maturity
EDUCATION
Microsoft Education Partner
Microsoft Certified Systems Engineer
Cisco Networking Academy
Cisco Certified Network Associate
University of East London
Bachelor of Science, Computational Science
Stantonbury Campus
BScience 1; BScience 2; BComputing B
Axelos
ITIL Foundation in IT Service Management
University of Cambridge
Bachelor's degree, English Language and Literature, General
SKILLS
ABOUT ADRIAN GLASGOW
I am a senior technology leader specialising in enterprise infrastructure, secure platform architecture, and operational transformation within complex software and managed service environments.Currently serving as Lead Technical Officer within Civica’s HR & Payroll division, I provide technical leadership across a large hosted estate supporting critical HR and payroll systems used by organisations across the UK.My focus is on secure architecture, operational resilience, and technical governance, ensuring that infrastructure, platforms and services are designed to meet the reliability, compliance and security expectations of enterprise and public-sector environments.I began my career in the British Army, where early leadership experience shaped my approach to accountability, resilience and disciplined problem-solving. From there I moved into enterprise IT, progressing from technical engineering roles into service management and strategic technical leadership.Over the past two decades I have led large service operations, infrastructure programmes and technical transformation initiatives across managed services, financial services, enterprise outsourcing and SaaS platforms.Key achievements include:• Turning around a struggling enterprise service desk supporting Visa Europe, Lehman Brothers and Nationwide, delivering record-breaking customer satisfaction scores• Leading complex service transitions and offshore migrations within large outsourcing environments• Designing and implementing ISO-aligned IT service management frameworks within managed service organisations• Managing major enterprise estates including Vodafone partner environments with multiple complex service models• Reducing a critical HR & Payroll support backlog from over 900 aged tickets to fewer than 50 within six months, restoring service credibility and operational stability• Leading security governance and technical architecture for hosted SaaS environments within Civica’s HRP platformAlongside strategic leadership, I remain deeply technical and maintain hands-on expertise in SQL Server environments, infrastructure architecture, security frameworks and operational troubleshooting at scale.Core Expertise• Enterprise Infrastructure Architecture• SaaS Platform Governance• Cyber Security & Operational Risk• SQL Server Environments• Service Delivery & Operational Transformation• Hosted / VPC Infrastructure Design• ITIL & Service Management• Technical Leadership & Team Development• Customer-facing Technical Strategy
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