Simon Drake

WORK HISTORY

SKILLS

ABOUT SIMON DRAKE

ITIL V3 Expert-certified Service Management professional with 20+ years of experience delivering operational excellence across complex, business-critical IT environments in the UK and internationally.I specialise in owning and optimising end-to-end IT service operations - from end-user computing and service desk performance to backend infrastructure supporting high-volume, customer-facing platforms. My focus is simple: ensure services are stable, scalable and aligned to business outcomes.Throughout my career, I’ve acted as a senior escalation point for customers and stakeholders, taking ownership of critical incidents and driving resolution to minimise impact and protect service continuity. I bring a structured, ITIL-aligned approach across Incident, Problem and Change Management, which helps ensure both immediate resolution and long-term improvement.I have extensive experience managing SLA/KPI frameworks, contractual reporting, and governance - regularly engaging with senior stakeholders including CIOs, CTOs and board-level leaders. I translate complex technical performance data into clear, actionable insights that support decision-making and continuous improvement.A key strength is leading digital transformation and service transition initiatives. I work closely with project and delivery teams to ensure seamless handover into BAU operations - embedding governance, compliance ISO27001, ISO9001), and operational readiness from day one.Commercially aware and results-driven, I have managed vendor relationships, controlled IT budgets and supported cost optimisation initiatives while maintaining service quality and customer satisfaction.Core areas of expertise include:• IT Service Management (ITIL V3 Expert)• IT Operations & Service Desk Leadership• Digital Transformation & Service Transition• SLA, KPI & Performance Management• Risk, Compliance & IT Security Governance• Vendor & Stakeholder Management• Continuous Service Improvement (CSI)• Incident, Problem & Change Management• Cost Optimisation & IT Budget OwnershipI’m driven by improving how IT services support the business - making systems more efficient, data more meaningful and outcomes more impactful.