Charlotte H.
Head of Operations @Total It Technology Solutions Ltd
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WORK HISTORY
Head of Operations @Total It Technology Solutions Ltd
London, GB
I build strong, trusting relationships with clients, acting as a key point of contact to ensure clear communication and reassurance. Reporting directly to the CEO of an award-winning MSP, I drive optimum service, operational efficiency, and strategic proactively resolve service issues by leveraging client feedback and implementing performance dashboards using OKRs and KPIs. This approach has resulted in a 97% customer satisfaction rate and fostered a data-driven culture of continuous improvement. By streamlining workflows and embedding best practices, I enhance service delivery across accounts, ensuring efficiency, consistency, and high-quality outcomes.I lead and manage all business projects, ensuring successful implementation while maintaining cyber security oversight, including breach response as part of the incident management plan, to protect business operations and mitigate risks. I guide teams using OKRs to deliver quarterly security improvements, maintaining resilience and alignment with business priorities.With 13 direct and 27 indirect reports, I drive individual and team development through mentorship, performance reviews, and structured growth initiatives. I foster a security-first culture by implementing cyber security training workshops, establishing penetration testing protocols, and developing global policies that enhance resilience against threats. By integrating customer feedback into innovation cycles, I ensure that new ideas align with business needs and deliver tangible value.
EDUCATION
The Open University
Bachelor's degree, BA (Honours) Business Management (Leadership Practice)
Fareham College
Diploma Level 3, Health and Social Care
The Open University
Diploma, Executive Assistant/Executive Secretary
Asean Online Education AOE
Diploma, Operations Management
Arden University
Foundation degree, Business Administration and Management, General
The Open University
Level 3 , Personal Assistant
High Training
BSC foundation certificate , Project Management
Fareham College
BTEC Level 3, Information Technology
University of Cambridge
Bachelor of Business Administration, Strategic Business and Management
Asean Online Education AOE
Foundation Diploma, Mathematics - Business and Commerce
ABOUT CHARLOTTE H.
Influential Head of Operations, driving operational efficiency by delivering measurable improvements that enhance efficiency, engagement, and business growth.With a strong record of success in leading large-scale operations, I excel within dynamic environments that demand agility and strong leadership. I have transformed service delivery models, implemented strategic process improvements, and led high-performing teams to exceed key business objectives. I have extensive expertise in strategic planning and operational efficiency, with a deep commitment to continuous improvement and people development.I have successfully established and scaled new business functions, optimised performance using data-driven insights, and driven cost-saving initiatives that have delivered substantial financial and operational benefits. My leadership philosophy is focused on collaboration and resilience, developing a culture where teams are empowered to take ownership, experiment, and deliver results. Whether managing crisis situations or leading major change initiatives, I remain focused on achieving long-term success whilst maintaining adaptability in a fast-paced Achievements: Customer Satisfaction Excellence: Achieved a 97% customer satisfaction rate by enhancing service delivery processes and implementing performance dashboards for data-driven decision-making Strategic Location Expansion: Established a Software Engineering Centre in Romania, exceeding hiring targets by onboarding 67 engineers in 9 months Cost Optimisation & Efficiency: Delivered $800K+ in savings by reducing vendor duplication and optimising cloud compute usage Business Communication Overhaul: Launched a multi-channel communications programme to improve transparency and engagement across teams Cyber Security Transformation: Strengthened cyber security maturity by introducing penetration testing, global security policies, and client training Areas of Expertise:Strategic Planning | Process Improvement | People Leadership Service Delivery Optimisation | Stakeholder Engagement | Risk Management Cost Optimisation | Change Management | KPI/OKR Implementation Performance Management | Crisis Management | Vendor & Supplier Seeking new opportunities in an industry-leading organisation to leverage leadership and operational expertise.
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