Colin Watson

WORK HISTORY

EDUCATION

ABOUT COLIN WATSON

I build and embed Service Management functions that actually work for people — not just processes on paper.With over a decade of experience spanning the public sector, private sector, and telecoms, I specialise in designing, transforming, and leading service functions that deliver real business value. Whether it’s creating a Service Catalogue, defining a Target Operating Model, or embedding Service Culture across teams, my focus is always on making services sustainable, scalable, and human.I’ve led initiatives that- Built and managed Service Catalogues using multiple enterprise tools including ServiceNow, Remedy, and other ITSM platforms- Established Service Management Offices (SMO) from the ground up- Delivered full Service Transitions and Transformations across complex, multi-supplier (SIAM) environments- Designed Operating Models, SLAs, OLAs, and KPIs that drive accountability and clarity- Embedded best practice (ITIL 4) while adapting it to fit organisational realities- Led the response to Major Incidents, ensuring transparent communication, swift resolution, and effective post-incident learning- Driven Problem Management and root cause analysis to eliminate recurring issues and stabilise service delivery- Built trust and alignment between business, technology, and delivery teams.I hold active SC Clearance and ITIL 4 certification, and I’m open to both contract and permanent roles in:Service Management | Service Transformation | Service Architecture | Head of Service / Senior Leadership positionsI believe in the power of collaboration, continuous improvement, and service culture that sticks. If your organisation is looking to mature, realign, or rebuild its Service function — let’s talk.