Transformation leadership
Service Transformation Lead, Head of Service Transformation, Digital Transformation Lead.
Career & Leadership Experience
Service Transformation, Customer Experience & Service Delivery Leadership
Twenty years in service delivery leadership, including eight and a half years focused specifically on IT service delivery — across customer experience, transformation, operational governance, and continuous improvement.
Connect with Clare ↗Follow the thread to see where the work starts, what changes, and how the evidence becomes useful.
How service improves, in four stages:
01 Notice02 Connect03 Change04 Prove
Professional profile
Close to the work, across the whole service.
Clare works across service transformation, customer experience, IT service delivery, operational excellence, service improvement, quality and governance, digital transformation, and business improvement. Twenty years in service delivery, including eight and a half years focused specifically on IT service delivery — most of it spent close to the work itself, alongside service desk analysts, engineers, and the managers supporting them.
0Years in service delivery
Where Clare fits
Roles Clare is suited to.
Clare is suited to senior roles spanning service transformation, customer experience, service delivery, operational improvement and digital transformation.
Customer experience leadership
Head of Customer Experience, Customer Experience Lead, Customer Experience Director.
Service delivery leadership
Head of Service, Service Delivery leadership, and operations leadership within technology, IT, or service organisations.
Operational & business improvement
Operational Excellence Lead, Business Improvement Lead.
Career history
Progression, not just positions.
Akita — Nov 2022 to Jul 2026
Service Delivery Supervisor (Nov 2022–Dec 2023), then Quality Manager (Dec 2023–Sep 2024), then Customer Quality Manager (Sep 2024–Jul 2026). Responsibilities and experience spanning service delivery, quality, customer experience, continual improvement and service transformation, including management reporting and cross-functional service-improvement approaches. During Clare's employment, Akita was named SDI MSP Service Desk of the Year 2026 and was shortlisted for SDI Service Transformation of the Year 2026.
Select Technology — Jul 2021 to Nov 2022
Services Coordinator (Jul 2021–Sep 2022), then Customer Experience Coordinator (Sep 2022–Nov 2022). Led daily Service Desk and NOC operations for a Microsoft Gold Partner MSP, and designed and launched the company's first Instant Support service using chat technology, improving response times and shaping Invarosoft's product roadmap through structured feedback.
Unicomp Ltd — Apr 2018 to Jul 2021
Programme Manager across process improvement, compliance, HR, and digital transformation for a multi-site industrial business — including designing and building the company website, and serving as Health & Safety Officer across four sites.
ITHouse Solutions Limited — Jun 2015 to Apr 2018
Operations Administrator (Jun 2015–Jan 2016), then Operations Manager (Jan 2016–Apr 2018) — early foundations in operational process and service quality.
Earlier career — 2006 to 2015
Operations, project coordination, customer delivery, and business-support roles that established the commercial and operational foundations for the transformation work that followed. Full detail available on request via the CV below.
Evidence
Recognition that stands outside internal reporting.
SDI MSP Service Desk of the Year 2026
During Clare's employment, Akita was named SDI MSP Service Desk of the Year 2026.
SDI Service Transformation of the Year 2026 — shortlisted
During Clare's employment, Akita was also shortlisted for SDI Service Transformation of the Year 2026.
Board-level reporting
Power BI and KPI/ROI reporting built to give leadership real visibility of service performance, not just activity.
Career document
Request CV
The full career history in one document — organisations, progression, and the evidence behind it. Available on request by email or LinkedIn.