Gordon Kenmuir

About Gordon Kenmuir

Operations leader with over 30 years in Customer Service and IT Governance. Focused specifically on customer facing operations across multiple industries, including mobile device, retail, IT, Pensions, HR Outsourcing & Banking. Originally from the United Kingdom, with the last 19 years in the United States, and having managed teams in multiple countries including off shore locations, I bring a rare global perspective to every role I undertake. Adept at leading, developing, retaining and engaging staff across diverse cultures and time zones. A results driven leader who focuses on delivering the right business outcomes, at the right cost through close management of the appropriate KPIs, consistent, innovative and repeatable processes and high team motivation. SpecialtiesProcess Improvement | ITIL | Service Management | Global Technology Operations | Governance | Transformation | Continual Service Improvement | Business Stakeholder Engagement | RFP | Vendor Management | Contract Negotiation | International Cross Cultural Leadership | Organisational Change Management | Service Desk Integration | Budget Development/Management | Team Building | Colleague Engagement

Experience

1. Sr Director, Infrastructure & Operations

   BCU

   Jun 2025 — Present · Vernon Hills, IL, US

Skills

• Call Centers
• Business Intelligence
• Itil Continual Service Improvement
• Business Transformation
• Customer Service
• Offshoring
• Itil Service Operations
• Service Delivery
• Business Analysis
• Outsourcing
• Stakeholder Management
• Governance
• Business Process Improvement
• IT Service Management
• Risk Management
• Change Management
• Process Improvement
• IT Management
• Performance Management
• Crm
• Itil
• Integration
• Vendor Management
• Management
• Leadership
• IT Strategy
• Itil Service Transition
• Incident Management
• Sdlc
• Project Delivery
• Strategy