Keith Gray
Head of Service Delivery @BACB plc
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WORK HISTORY
Head of Service Delivery @BACB plc
Responsible for leading IT service delivery and service desk operations, ensuring alignment with business goals and maintaining high standards of customer satisfaction. Collaboratively engages at C-Suite level. Oversees daily IT operations, incident and problem management, and strategic service improvements, providing business-critical and business-aligned technology services to an internal user base of 300+. Leadership and motivation of a team of support staff, and acts as an escalation point for major incidents. Facilitates CAB meetings and champions continuous improvement (CI) through performance monitoring and stakeholder engagement. Developed, articulated and executed IT service strategies aligned with business objectives, collaborating with senior IT leadership to ensure cohesive operations. Successfully managed SLAs across all IT services, systems, and applications, consistently meeting targets.
EDUCATION
HSBC
Sr. Desktop Support Analyst
IPC INFORMATION SYSTEMS
Technical Service Engineer
HSBC
Premier IT Support Manager
ABOUT KEITH GRAY
I am a self-motivated and highly organized individual, with extensive experience in the Information Technology field. My professional career has been focused on Management, specifically within the ITSM and Service Delivery areas, while also having a strong knowledge of technology. I have always prided myself on delivering high quality results to the organization that I represent, and am known as being a good communicator across all levels of an organization whether in person or on the phone.I am a confident and versatile operations manager with far-reaching experience in customer facing roles and with expertise in defining business strategy within several different sectors. A seasoned IT operations leader with proven expertise and knowledge in a wide range of Support-focused client management, compliance, and regulatory matters. Leverage versatile and highly successful customer service practices to ensure optimal client satisfaction and retention. Demonstrate exceptional talents in turning around underperforming support teams through dedicated coaching and training (including many self-created staff development frameworks).I am exceedingly resourceful, with a proven track record of business enhancement and can demonstrate a specific and detailed understanding of developing, nurturing and delivering business-centred results. Gifted with a natural talent for blending both people and results, displaying a personality of maturity, balance and creativity, while fostering a truly inspiring work ethic.
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