Shaun Brown
Director, IT Experience Management (Itxm) and Global Service Delivery @GEA Group
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WORK HISTORY
Director, IT Experience Management (Itxm) and Global Service Delivery @GEA Group
GB
Key in ensuring that the provided IT Services are delivered to the highest standards, exceeding customer expectations in terms of quality of service, delivered within committed SLA’s and all contractual obligations and stimulates and drives Service improvement, ensuring the IT services are effective and consistent globally.Driving exceptional IT service experiences by aligning delivery with business expectations and user needs. I lead the Experience Management Framework (Measure, Share, Identify, Improve) to turn feedback into actionable improvements, shaping IT strategy and enhancing service value. Collaborating closely with internal teams and partners—leveraging tools like HappySignals—I ensure a consistent, data-driven focus on user satisfaction and continuous improvement across the IT landscape.
SKILLS
ABOUT SHAUN BROWN
Shaun is a confident, pro-active and versatile IT professional with far reaching and varied knowledge across multiple business sectors. A Global IT Service Delivery Manager, Strategic Planner and IT Business Change specialist. Exceedingly resourceful, with a proven record of business enhancement, adept at developing and mentoring people and businesses to develop customer-centred results within business focused environments. In 2010 Shaun and his family relocated to Singapore where Shaun held senior roles firstly within BT Global Services where he managed a critical financial services. Then with HP Singapore, where Shaun led a Service Delivery team across Asia Pacific with focus on service operations, delivery, procurement and service catalogue management. Along with the implementation of key processes, delivery and sourcing strategies, Shaun led and mentored a high performing, motivated and credible team. In 2015 the family relocated back to the UK. Shaun has spent time coordinating the international move back to the UK and settling his family back into UK life. Shaun displays a charismatic maturity and balance, fostering an excellent work ethic and morale across any range of personalities, cultures and skills levels. Shaun has an extensive portfolio of relevant successful experiences in all aspects of IT business strategy and service design, project management, six sigma, global people management, and business relationship management. Shaun understands the theory, but works to understand the underlying requirements to ensure exceptional customer delivery. Shaun is also a member of the XLA Institute.
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