Executive Dossier | Clare Langley | SDI Award-Winning Transformation Leader

01 // Profile Overview

Service & Digital
Execution

Managing the company-wide customer experience for Akita, the SDI MSP Service Desk of the Year 2026. Aligning operational governance with digital execution to protect and drive revenue.

Award-winning leader recognised by the Service Desk Institute (SDI) for driving world-class transformation. I bridge the gap between service excellence and technical execution, managing the customer experience strategy across the entire organisation. I engineer the frameworks (ISO, XLA) that protect revenue and build the digital interfaces (UI, Web, AI) that drive it.

2026 Recognition Matrix

[*] Winner: SDI MSP Service Desk of the Year
[*] Shortlisted: SDI Service Transformation Award

02 // Architecture

Core Capabilities

Operational Architecture

ISO-aligned governance, XLA models, and journey mapping to eliminate friction and protect commercial margins.

Digital Build & Design

Full-stack web architecture, UI/UX design, and B2B brand alignment to create seamless user experiences.

AI & Automation

Deployment of AI agents and automated workflows to scale service delivery without inflating headcount.

03 // Arsenal

Technical &
Strategic Skills

Strategic

Service Transformation
Operational Architecture
Friction Analysis
Revenue Protection
CX Strategy

Digital & Tech

AI & Automation
UI/UX Design
Web Architecture
Data Interrogation

Frameworks

ITXM
ISO 9001
ISO 27001
XLA Governance
SOP Engineering

04 // Execution Record

Professional
History

Akita Systems Ltd

Nov 2022 → Present

Service Transformation Lead / CQM

Sep 2024 → Present

Appointed to manage the company-wide customer experience strategy, reporting directly to the Board. Accountable for end-to-end service quality and award-winning operational governance across all departments.

Commercial Impact & Retention

• Spearheaded a retention strategy that slashed client churn from 14% to 3.7%, safeguarding recurring revenue through structured recovery management.
• Maintained a 97% CSAT score over three consecutive years, preserving customer trust during significant operational restructuring.
• Architected a board-level Customer Experience (XLA) Framework, translating raw data into actionable insights on customer effort and retention risk.

Service Transformation

• Winner: SDI MSP Service Desk of the Year 2026. Managed the company-wide transformation project that secured this prestigious industry award, benchmarking against global enterprise standards.
• Established cross-functional governance across Service Desk, Projects, and Sales to align siloed teams and reduce operational friction.

AI & Innovation Leadership

• Originated and pitched a comprehensive AI business plan directly to the Board, repositioning automation as a critical lever for scalability.
• Built working prototypes for an AI-enabled "Lounge" portal and simulation labs to validate governance and customer readiness.

Quality Manager

Dec 2023 → Sep 2024

Compliance: Maintained ISO 9001 and ISO 27001 accreditation with zero non-conformities.
Optimisation: Refined incident management processes and delivered training sustaining high satisfaction.
Reporting: Introduced the first iteration of actionable board-level reporting.

Service Delivery Supervisor

Nov 2022 → Dec 2023

Leadership: Managed daily ticket queues and triage operations, ensuring efficient resource allocation.
Escalations: Acted as primary escalation point, providing technical guidance to engineers.

Select Technology

Jul 2021 → Sep 2022

Service Delivery Lead & CX Coordinator

• Service Innovation: Designed and launched the company's first 'Instant Support' service, introducing chat technology to modernise communication.
• Operational Oversight: Managed logistics for the Service Desk and NOC.
• Quality & Training: Conducted performance analyses and led onboarding of new team members.

Unicomp Ltd

Apr 2018 → Jul 2021

Programme Manager

• Operational Efficiency: Streamlined HR and Facilities processes, embedded compliance, and led ISO audits.
• Digital Transformation: Personally designed and managed the company's web presence, enabling new revenue streams.
• Project Delivery: Managed end-to-end refurbishment projects and contract negotiations.

05 // Foundation

Early Career

2014 → 2018

ITHouse Solutions

Operations Manager

Directed operations for an IT services company, leading the Service Desk and optimising supplier contracts.

2014

The Keyboard Group

Admin & Sales Support

Managed complex logistics for high-profile events (Wimbledon, NBA London). Supported CRM implementation.