Rachel Silver
Head of IT Service Delivery @PA Media
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WORK HISTORY
Head of IT Service Delivery @PA Media
London, GB
Leading the uplift of service resilience, continuity readiness and operational stability across a complex enterprise technology estate. Responsible for risk governance, major incident leadership, ITSM strategy, tooling modernisation and service performance.Key Achievements• Reshaped the Service Delivery function to strengthen prevention, prediction and recovery capabilities across the lifecycle.• Delivered a multi-year ITSM tooling strategy improving automation, visibility, service availability and continuity insights.• Improved major incident response models, escalation frameworks and communications, enhancing command-and-control capability.• Strengthened enterprise risk posture through mature risk registers and a designed GRC framework integrating audit and continuity.• Embedded continuity and operational readiness across SAP SuccessFactors & S/4HANA transformation programmes.• Delivered targeted stability improvements and infrastructure upgrades reducing operational risk and downtime.
EDUCATION
NEW College Pontefract
Advanced Business
The University of Hull
LLB Law, Law
ABOUT RACHEL SILVER
Technology Leader specialising in Service Continuity, Operational Resilience and ITSM Transformation. I build enterprise resilience by strengthening prevention, prediction and recovery capabilities, uplifting governance and risk practices, and ensuring mission-critical services remain available and reliable in complex digital and retail environments.With 20 years’ experience across Media, Retail, Logistics and Financial Services, I bring deep expertise in major incident leadership, continuity planning, ITSM modernisation, service readiness and risk management. I’m passionate about enabling colleagues, engaging senior stakeholders, and building high-performing teams that safeguard operational stability.Advocate for Women in Tech, Women in Data and Women in Leadership.
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