David Pickett
Global Technology Service and Governance Manager @Linklaters
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WORK HISTORY
Global Technology Service and Governance Manager @Linklaters
Led global IT service management across the full ITIL lifecycle, embedding a follow‑the‑sun support model to enhance responsiveness and service availability. I supervised and mentored geographically dispersed teams, optimising performance, acting as the senior escalation point for complex issues, and significantly reducing resolution times for major incidents. I shaped the strategic direction of technology service delivery, driving process improvements and service innovation to elevate the quality and consistency of global service delivery. I directed the global transition of new and upgraded services, including the successful migration of services to Microsoft Azure, improving cloud governance effectiveness and operational control. Alongside this, I strengthened key supplier relationships and deepened industry collaboration, using external insight and best practice to drive continuous improvement in service management and governance.
EDUCATION
Chelmsford College of Further Education, Chelmsford
BTEC National Certificate, Business and Finance
The BCIF Group Limited
NVQ Certificate, Using Information Technology Level 2
Institute of Leadership and Management
ILM Level 3, First Line Management
The BCIF Group Limited
NVQ Certificate , Using Information Technology Level 3
SKILLS
ABOUT DAVID PICKETT
An experienced, solution-orientated, creative, professional and passionate IT professional with a demonstrated history of working in the non-profit organisation management industry and Publishing, qualifications include PRINCE2, APMP, MSP, PCM & ITIL.I have extensive hands on experience in building and running strong delivery and operational teams and understand the processes, people and technology required to bring customer centric solutions alive.I have extensive experience in leading teams and have created, planned, managed and delivered IT strategies, concentrating on true business value by cost reduction and service improvement. With a passionate customer focus, I continuously look to improve the service offered to customers, through both technology and customer service, putting my customers at the heart of everything I do.I have a strong background in Service Delivery, IT Operations Management and Service Improvement Planning with an established track record of in programme and service portfolio delivery.I have taken ownership of an ITSM platform and worked within & managed an ITIL environment (Service Design, Operation, Strategy & Transition). As a strong people manager, I have built and managed teams and supported both the development and growth of those teams. I have a strong background in automation tools, specifically ServiceNow.I have created new processes, procedures and policies around Service Desk, Request Management, Incident and Major Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Event Management, Service Catalogue, Service Portfolio Management, Service Transition, Configuration Management, Continual Service Improvement, Demand Management, Project Management, Business Relationship Management, Risk Management, Contract and Supplier Management and have been involved in Disaster Recovery, Business Continuity and Service Level Management.I have managed Digital business transformation programs, Business Change programs and the Program and Project portfolio. I’m highly skilled in Senior Stakeholder Management, Budget Management, Problem Solving (RCA) and Risk and Issue Management (RAIL).
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