Shannon Phillips

Head of Service Operations @Northern Data Group

As Head of Service Operations at Northern Data Group, I lead the strategic and operational delivery of end‑to‑end service excellence across the organisation. I oversee the full operational lifecycle, from customer onboarding through to BAU support, embedding strong governance, technical readiness, and continuous improvement across all service functions. My role combines operational leadership with technical delivery oversight, ensuring new services and enhancements are implemented effectively and transitioned seamlessly into support. I’m accountable for service governance, performance metrics, cross‑functional alignment, and the maturity of ITIL processes that underpin service quality, resilience, and customer experience.Key responsibilities include- Leading the end‑to‑end Service Operations function, encompassing the Service Desk, L2 support, Service Management, and technical delivery- Managing service performance, SLAs, KPIs, and operational reporting to drive accountability and continual improvement- Overseeing technical delivery and operational readiness for new services, ensuring effective implementation and smooth transition into BAU- Leading the customer onboarding and offboarding journey to ensure accurate provisioning, strong communication, and a seamless customer journey- Driving Incident, Problem, Change, Request, and Knowledge Management processes to maintain stability and operational excellence- Managing supplier relationships and performance to protect service continuity and ensure value delivery- Overseeing RMA operations to maintain efficiency for returns and replacements- Supporting organisational transformation and operational change through effective service alignment and readiness.