Clare Langley
Executive Profile
Strategic architect of complex B2B service delivery, uniquely bridging front-end digital execution with back-end operational excellence.
Award-nominated leader recognised by the Service Desk Institute (SDI) for driving enterprise-grade transformation. I engineer the operational frameworks (ISO, XLA) that protect revenue and build the digital interfaces (UI, Web, AI) that drive it. Trusted by Boards to transition operational chaos into scalable, high-performing delivery engines.
- ★ Finalist: SDI MSP Service Desk of the Year
- ★ Shortlisted: SDI Service Transformation Award
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.
Professional History
Akita Systems Ltd
Nov 2022 – Feb 2026Selected to lead the company’s first dedicated service transformation function, reporting directly to the Board. Accountable for service quality, CX, and governance across Service Desk, Projects, and Procurement.
Commercial Impact & Retention
- • Spearheaded a retention strategy that slashed client churn from 14% to 3.7%, directly safeguarding recurring revenue through structured recovery management.
- • Maintained a 97% CSAT score over three consecutive years, successfully 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 & International Recognition
- • Led transformation initiatives recognised as a Finalist for the SDI MSP Service Desk of the Year 2026, benchmarking against global enterprise organisations.
- • 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.
- • Designed an AI-enabled operating model focused on reducing "operational drag," freeing up talent for high-value service work.
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 that sustained high satisfaction rates.
- • Reporting: Introduced the first iteration of actionable board-level reporting identifying key feedback trends.
Service Delivery Supervisor
Nov 2022 – Dec 2023- • Leadership: Managed daily ticket queues and triage operations, ensuring efficient resource allocation to meet SLAs.
- • Escalations: Acted as the primary point of escalation, resolving complex issues and providing technical guidance to engineers.
Select Technology
Jul 2021 – Sep 2022- • Service Innovation: Designed and launched the company's first 'Instant Support' service, introducing chat technology to modernise communication and reduce response times.
- • Operational Oversight: Managed logistics for the Service Desk and NOC, guiding engineers through complex technical resolutions.
- • Quality & Training: Conducted performance analyses to identify skills gaps and led the onboarding of new team members to ensure consistent standards.
Unicomp Ltd
Apr 2018 – Jul 2021- • Operational Efficiency: Streamlined HR and Facilities processes, serving as Site H&S Officer to embed compliance and lead ISO quality audits.
- • Digital Transformation: Personally designed and managed the company's web presence, enabling new revenue streams and improving brand visibility.
- • Project Delivery: Managed end-to-end refurbishment projects and contract negotiations to strict business expectations.
Early Career History
ITHouse Solutions Limited
2014 – 2018Operations Manager | Greenwich, UK
Directed operations for a growing IT services company, leading the Service Desk and optimising supplier contracts to improve efficiency and profitability.
The Keyboard Group
2014Admin & Sales Support Manager | Swanley, UK
Managed complex logistics for high-profile events (Wimbledon, NBA London, Cirque du Soleil). Led ISO audits and supported CRM implementations.
Matthew James Removals
2014Office Manager. Provided logistical coordination for international operations, ensuring seamless administrative excellence across borders.
Ride DMC Motorcycles
2003 – 2014Office Manager. Managed day-to-day operations, finance, and scheduling for a busy dealership, building foundational skills in CX and leadership.
Awards & Recognition
- Finalist: SDI MSP Service Desk of the Year 2026
- Shortlisted: SDI Service Transformation Award 2026
Certifications
- HappySignals ITXM Foundation 2024
- ISO 9001 Internal Auditor (Bywater) 2019
- 5S Management (Lean Six Sigma) 2019
- Fundamentals of Digital Marketing (Google) 2020