Ludwig Wilson-Wolfe
IT Service Manager @Boston Consulting Group (BCG)
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WORK HISTORY
IT Service Manager @Boston Consulting Group (BCG)
Leading a 1st-to-3rd-line support team serving 800+ users in BCG\'s London Enterprise Services hub. Responsible for IT budget ownership, hardware lifecycle management, change governance, and stakeholder engagement across the London office.Key highlights:Own the annual IT budget for the London office, forecasting device procurement and managing laptop and mobile phone upgrade programmes with defined KPIs — achieving zero budget overrunsDesigned operational frameworks for mobile phone and laptop upgrades that maintained delivery continuity during extended leave, with KPIs tracking fleet health (targeting 95%) and monthly invoice thresholdsLed the rollout of Zoom Room proximity join across 50+ meeting rooms, coordinating with cross-functional teams to improve the meeting start experienceParticipate in the Change Approval Board, assessing risk and user impact for upcoming changes weeklyHold quarterly stakeholder reviews with senior business leaders and monthly cross-functional meetings with the senior Operations managerMember of BCG\'s GenAI Enablement team and the IT sounding board committeeBuild automations and dashboards using Power BI, Microsoft Lists, Planner, and AI-enabled toolsUtilise Workday as a primary source for user data to support onboarding, offboarding, and asset workflows
EDUCATION
West Herts College
BTEC National, Sport Science
SKILLS
ABOUT LUDWIG WILSON-WOLFE
I\'m an IT Service Manager at BCG, where I lead a team supporting 800+ users across our London Enterprise Services hub, covering everything from end-user devices and meeting room technology to IT budgets, change governance, and stakeholder engagement.Before my current role, I spent four years managing IT for BCG Digital Ventures (now BCG X) across the EMESA region. That meant supporting a diverse technology environment alongside BCG\'s core IT, managing identity and access, coordinating cross-regional service delivery, and bridging the gap between different teams and toolsets.A few things I\'m particularly focused on right now:→ Building automations and reporting dashboards using Power BI, Microsoft Lists, and AI-enabled tools to improve how our team tracks and delivers work→ Contributing to BCG\'s GenAI Enablement team, helping evaluate and adopt AI-powered tools that improve IT workflows and staff productivity→ Strengthening cross-functional partnerships, I sit on the Change Approval Board, hold quarterly stakeholder reviews with senior business leaders, and work closely with our Operations team to align IT and business prioritiesMy background spans 14+ years across IT service management, team leadership, identity and access administration (Okta, Azure AD/Entra ID concepts, SSO/MFA), hardware lifecycle management, and ITSM platforms (ServiceNow, Jira). I started my career as a Mac technician and have worked my way through desktop engineering, team leadership, and into management, which means I understand support from the ground up.I\'m a big believer in empowering users through self-service, documenting what you know so others can learn from it, and using every tool at your disposal to work smarter.
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