Open to opportunities

Andrew Fletcher

@andrewfletcher

Senior IT Service Manager who builds reliable, ITIL-driven service management from scratch and leads complex multivendor environments.

Zimbabwe

Message

What I'm looking for

I’m looking to build and mature IT service management—using ITIL and MoR to create structure, reliability, and accountability. I want to lead complex, multivendor environments, improve tooling and processes, and partner with stakeholders to deliver measurable service outcomes.

I’m a Senior IT Service Manager with 15+ years of experience across central government and private-sector logistics, focused on turning service delivery into something the business can truly rely on. I’ve repeatedly been brought in to add structure, raise standards, and embed sustainable ways of working—using ITIL and MoR as practical operating tools, not just credentials.

In my current role, I built core ITIL functions largely from scratch—introducing problem management, automating leavers processes, expanding the standard change catalogue, and setting up event-driven communications. I also developed a Service Acceptance Operating Model (including Service Design Package structure and formal gating) to make new and changed services safer and more consistent.

I’ve led major transitions and improvements across tooling and operating models, including migrating ITSM to Jira Service Management across Incident, Problem, Change, Request, and Security. I’ve also improved stakeholder accountability through interdepartmental service reviews, and I maintained service continuity through major organisational change, including administration and a subsequent merger.

Before that, I delivered transformational service readiness for digital replacement of critical infrastructure, moved 5,000 users onto a self-service-first support model, and embedded ITIL 4 and MoR risk management in resistant environments. I’ve held budgets (including £22m per annum), supported millions of transactions or applications, chaired service reviews, and delivered improvements like a CSI programme that cut failed change rates by 30%—always pairing process rigour with leadership and practical delivery.

Experience

Work history, roles, and key accomplishments

Current

IT Service Delivery Manager

Current

Yodel

Oct 2022 - Present (3 years 9 months)

Brought in to build structure and raise the standard of IT service management in a fast-paced logistics business, including keeping services running through administration and a merger. Built ITIL-based functions from scratch and migrated ITSM tooling to Jira Service Management across multiple process areas.

ITIL Problem Management Change Management Major Incident Management Incident Management ITSM Service Management Service Design Service Governance IT Service Continuity SIAM

Current

Senior Leadership Team Volunteer

Current

Break Free Support CIC

Mar 2022 - Present (4 years 4 months)

Volunteer on the senior leadership team at a Community Interest Company tackling addiction and addictive behaviours. Manage a team of around 20 volunteers, set policy and governance, keep a 24/7 support service running reliably, and oversee technology procurement including a website rebuild, email migration, and a full rebrand.

Volunteer Leadership Governance Technology Procurement Email Migration Safeguarding Stakeholder Coordination

Lead Service Manager

General Register Office

Mar 2020 - Oct 2022 (2 years 7 months)

Led transformation work to prepare multidisciplinary teams for the digital replacement of critical national infrastructure, with a strong cultural focus. Embedded ITIL 4 and MoR risk management, moved 5,000 users to self-service, and managed services supporting 6 million public transactions per year up to Ministerial level.

ITIL Service Delivery Service Transition Stakeholder Management

Lead Service Manager

HM Passport Office

Feb 2018 - Mar 2020 (2 years 1 month)

Owned IT service delivery accountability across internal users, public-facing digital services, and private sector partners. Managed a £22m annual budget and transitioned new IT services using a bespoke operational acceptance model while managing disaggregated services across multiple suppliers.

Service Acceptance Budget Management Supplier Management SLA Management

Senior Service Manager

UK Home Office

Apr 2016 - Feb 2018 (1 year 10 months)

Provided largely autonomous leadership for IT service delivery for the HM Passport Office user base and external partners. Chaired service review meetings, held suppliers accountable to SLAs, delivered technical projects alongside BAU, and represented IT at board level.

SLA Management Supplier Governance Stakeholder Engagement Team Leadership IT Service Delivery

Technical Change Manager

UK Home Office

Aug 2013 - Apr 2016 (2 years 8 months)

Managed and reported on all technical changes to HM Passport Office infrastructure and platforms. Identified recurring failed/incomplete changes, introduced a CSI programme to cut failure rate by 30%, authored change management procedures, and delivered ServiceNow training to internal teams and suppliers.

Change Management CSI ServiceNow

IT Service Desk Manager

Identity and Passport Service

Jul 2010 - Aug 2013 (3 years 1 month)

Managed the single point of contact service desk across eight HM Passport Office sites, covering underpinning processes and a team of 12. Improved first-time fix rates via knowledge base updates and peer training, rolled out the BT Cloud Contact virtual call centre, and managed major incidents end to end including post-incident reviews.

Service Desk Operations Knowledge Base Management Peer Training BT Cloud Contact Major Incident Management Post Incident Review