Service desk leadership
Leading service delivery teams through Service Delivery Supervisor, Quality Manager, and Customer Quality Manager roles — close enough to the work to know where it actually breaks down.
Service Delivery & Operational Leadership
Service Delivery & Operational Leadership
Eight and a half years leading IT service delivery specifically, inside twenty years of service delivery leadership overall — service desk transformation, operational governance, and the reporting that lets leaders act on what's actually happening.
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
Service delivery leadership
Close to the service desk, not just the strategy.
Clare has spent eight and a half years specifically in IT service delivery, inside twenty years of broader service delivery leadership — working alongside service desk analysts, engineers, and the managers supporting them. The work spans IT service management, service desk leadership, operational governance, continuous improvement, quality management, and the stakeholder and supplier relationships that keep a service running well.
In practice
What this looks like day to day.
ITIL-aligned service management
Operational governance and ITIL-aligned service management, with ISO 9001 and ISO 27001 experience, root cause analysis, and risk management built into how the service runs.
Performance reporting
Board-level reporting in Power BI, KPI and ROI reporting, and CX dashboards that give leaders a live view of service performance, not just activity.
Continuous service improvement
Continual-improvement capability and cross-functional service-improvement approaches, developed within an MSP environment that received public SDI recognition in 2026.
Stakeholder and supplier collaboration
Programme management across process improvement, audits, and operations at Unicomp Ltd, and structured feedback at Select Technology that contributed to supplier product-roadmap discussions.
See the whole picture
Twenty years in service delivery.
The full career history — organisations, progression, and the evidence behind it — is on the leadership experience page.
View leadership experience ↗