Scott Crawford
Service Management Specialist @NHS England
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WORK HISTORY
Service Management Specialist @NHS England
Leeds, GB
Provide strategic oversight of ITIL-aligned service management across multiple service lines, spanning Change, Incident, Problem, and Major Incident Management.Act as a senior escalation point for high-impact incidents and service issues, supporting effective decision-making, root cause analysis, and service recovery.Lead and embed service management best practice through the design, rollout, and continual improvement of processes, governance models, and tooling.Deliver ServiceNow enablement and training to 3rd-line teams, improving how Incident, Problem, and Change are managed in practice — not just in theory.Drive measurable service improvements, including reductions in change-related incidents, improved first-line resolution, and clearer ownership across service teams.Support service onboarding and offboarding, integrating third-party suppliers into established service management frameworks and ensuring operational readiness.Key Outcomes:Achieved a 30% reduction in change-related incidents by strengthening cross-team governance and delivering targeted education/training initiatives.Led the design and rollout of standardised service management processes across multiple teams, simplifying operations and improving compliance.Designed and delivered training for 200+ staff, resulting in a 25% uplift in first-line resolution rates and improved user satisfaction.Produced clear documentation, training resources, and best practice guides to embed consistency and drive adoption across the organisation.
EDUCATION
Leeds Beckett University
Bachelor of Business Administration (B.B.A.)
ABOUT SCOTT CRAWFORD
I’m a Service Management Specialist with 12+ years’ experience designing, embedding, and improving ITIL-aligned services within complex environments including healthcare, banking, and retail.My expertise spans Change, Incident, Problem, and Major Incident Management, with a strong focus on service resilience, adoption, and operational clarity. I specialise in translating service management theory into practical, usable ways of working that teams actually adopt.I’ve led ServiceNow enablement initiatives, trained 3rd-line teams, supported major incidents, onboarded third-party suppliers, and delivered measurable improvements in service performance and stability.Change management remains a core strength — particularly in driving adoption, reducing resistance, and embedding new ways of working — but always in service of stronger, more reliable services.
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