Harry Coleman
Sr IT Manager @HelloFresh
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WORK HISTORY
Sr IT Manager @HelloFresh
Berlin, DE
Owned strategic planning and OKR development for IT Service Delivery, aligning goals with business priorities- Consolidated seven regional helpdesks into a unified global support platform within 10 months, improving response times and user satisfaction- Planned, launched, and scaled a full IT BPO operation in Manila, outsourcing 80% of L1 support within 9 months, boosting global support coverage and reducing costs- Built a global framework for L2/L3 IT teams (Google Workspace, Atlassian, IAM, Jamf, Intune), enabling efficient, domain-specific support aligned with business needs- Managed the group-wide software budget, ensuring strategic planning, cost control, and alignment with operational goals- Implemented ITIL-based Change and Incident Management practices across global teams, enhancing stability and reducing service disruptions- Owned the IT Service Desk platform across HelloFresh, driving standardisation, workflow automation, and service excellence worldwide- Used Tableau and other BI tools to generate insights, track KPIs, and support data-driven decisions across global IT functions
EDUCATION
Leopold Ullstein School
Dual Vocational Education & Training, Management Assistant for IT Communications Systems
ABOUT HARRY COLEMAN
I am an ITIL 4 Strategic Leader focused on designing the processes, frameworks, and operational models that make global organisations tick like a Swiss watch.After years of managing teams, I have pivoted my focus to process architecture, project delivery, and service strategy. I thrive when tasked with solving operational problems, consolidating platforms, designing greenfield operations, and optimising workflows, allowing functional teams to run efficiently.Core Expertise- Architected the service model for a greenfield 24/5 IT BPO operation in Manila, defining the scope, KPIs, and hand-off procedures- Leading global projects to strengthen service delivery standards without direct operational oversight- Steering initiatives to migrate and consolidate disparate ITSM platforms and process governance- Designing and deploying effective Change & Incident Management workflows that ensure stability and compliance.
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