Dale McKeown
Service Delivery Manager @National Grid
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WORK HISTORY
Service Delivery Manager @National Grid
Warwick, GB
Driving IT Service Excellence, Strategic Roadmaps, ITIL Process Implementation, Team Leadership, Full-Service Lifecycle Ownership, ITSM Tool implementation, CSIP, Service Transition, IT Change Management
EDUCATION
De Montfort University
Bachelor of science, Degree - Business Information Systems
Tresham Institue Kettering
HND Computing
Tresham Institue Kettering
BTEC National Diploma in Computing
SKILLS
ABOUT DALE MCKEOWN
Certified ITIL professional with 20 years of experience across diverse sectors, including Financial services, Utilities, FMCG, and Manufacturing. Known for energetic leadership, adaptability, and purposeful focus.Strategic IT leader with a proven track record in driving organisational success through collaboration, team empowerment, and commitment to excellence. Establishes high-performance teams that consistently achieve exceptional outcomes, guided by a strong focus on continuous improvement and operational excellence.Experienced in senior IT management roles, including IT Infrastructure and Operations Management, IT Manager, Senior IT Service Desk Manager, and Service Delivery Manager.Demonstrated success in implementing ITIL-based processes and standards within ISO27001 and SOX-compliant environments.Key Achievements• Working within Financial Services, I transitioned an external support model handling tickets per month, into a newly established internal support team by structuring, recruiting, and embedding appropriate processes to provide Service Desk, Application and Infrastructure support for 1,300 users across multiple sites.• Led the transition of D365 Support from the Project Team to Business-as-Usual (BAU), including managing service contract requirements, designing internal and external support plans, planning hypercare, and ensuring acceptance and readiness into BAU support.• Implemented and embedded ITIL processes at various Finance and FMCG companies, covering Incident, Problem, Change, and Major Incident Management.• Completed 6 years of study and achieved a BTEC, HND and Degree in Business Information Systems
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