Cal Di Leonardo

Experience

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  Computacenter

  Jan 2004 - Nov 2012

  Experience of leading and creating operational support teams, including Service Desk, Request Management, 2nd line support, and service transition functions.Regarded as a subject matter expert in various Service Management practises Holding various positions within Computacenter throughout my career:First Line Analyst, Projects, Major Incident Management, Problem, Request Management Lead, 2nd Line Support Lead, New Service Transition, various Delivery Manager postsResponsible for creation and global relocation of service lines Show less

  • Service Manager - Lehman Brothers

    May 2011 - Nov 2012

  • Various - Major Incident Manager/Delivery Manager/Transtion Manager, Request Lead and others

    Jan 2004 - May 2011
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  Bank of England

  Dec 2012 - Feb 2017

  Head of Service Management in Technology responsible for the Service Managers, the Service Desk L1 and L2 functions inclusive of the Records Administrators and the Customer Liaison Support Services (CLSS).The Service Managers are aligned to the Banks business directorates proactively providing a main point of contact for two way communications and shaping IT Strategy managing the customer relationships. The Service Desk, Records Administrators and CLSS teams are leading the way on reducing the number of contacts received into the Service Desk Show less A Senior IT Service Manager responsible for the delivery of core services to the Bank and Business functions. Representing Business interests with regards to Internal and External suppliers and identifying opportunities through Service Improvement.This role also entails a significant level of responsibility ensuring that the high quality of IT Services are delivered. Effective communication at all levels and forging strong working relations within IT and the Business are fundamental for this role Show less

  • Head of Service Management

    Apr 2015 - Feb 2017

  • Senior Service Manager

    Dec 2012 - Apr 2015
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  Elsevier

  Mar 2017 - now

  Accountable for the support, invoicing, and fulfilment for online product customers and print book order processing for the Nursing Health Education sector. Responsible for overseeing customer services for the Clinical Solutions and Life Sciences business unit in Elsevier. Management of a global team who provide support with all customer queries regarding the use of online platforms and products. This information is gathered and analysed to improve products, increase customer satisfaction and drive renewal rates. Global Service Delivery Manager - Head of Service Delivery.Accountable for Global Service Desk and Level 2 Desktop Support for 10,000+ users across EMEA, APAC and the Americas.

  • Senior Director, Customer Services and Order to Cash

    May 2023 - now

  • Director - Customer Services Health Operations

    Jan 2020 - May 2023

  • Global Service Delivery Manager

    Mar 2017 - Jan 2020