Craig Bennett

Head of Service Operations @Haven

Hemel Hempstead, GB

Leading the transformation of all core Product & Technology support functions—including the IT Service Desk, 2nd Line Desktop Support, Product Support, IT Field Engineering, Incident & Problem Management, and IT Service Management. Taking a strategic, product-led approach to significantly boost efficiency, drive critical service improvements, and deliver exceptional customer experiences across our operations.• Driving a shift from reactive support to a proactive, efficiency-focused operating model with an emphasis on customer experience and service maturity.• Spearheading the transformation of the IT Helpdesk into a modern IT Service Desk aligned with ITIL and product-centric principles.• Leading multidisciplinary teams spanning operational support, DevOps-lite functions, and field engineering across a geographically diverse estate.• Embedding structured Incident and Problem Management frameworks to enhance service resilience and root cause remediation. Overseeing vendor management, service governance, and continual improvement initiatives within ITSM.• Championing a culture of accountability, service ownership, and continuous optimisation to deliver scalable, high-quality Support services.

South Cheshire College

Btec, ICT Practitioners BTEC National Diploma