IT Leader · Service Management · Modern Workplace

Making enterprise tech feel human

The best workplace technology is nearly invisible — secure, reliable, and kind to the people who use it every day. I lead IT service and modern workplace programmes so Digital Employee Experience, identity, and operations fade into the background.

Based in Cambs, UK.

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About

I’m an IT Leader with 13+ years across service delivery, systems, and infrastructure — including 10+ years leading distributed teams across the UK, EMEA, and APAC. My mandate is outcomes: reliable operations, measurable experience, and teams that can deliver at scale without burning out.

I own the intersection of people, process, and platform — service management frameworks, device and identity programmes, major-incident discipline, vendor governance, and continual improvement. That means SLAs and XLAs that leadership can trust, RCA that actually cuts recurrence, and Modern Workplace tooling (Intune, Autopilot, Jamf, Entra ID, Microsoft 365) run as a product for employees — not a pile of tickets.

Today I lead global service and end-user technology for a 24/7 follow-the-sun organisation: coaching managers and engineers, setting standards, reporting FCR, CSAT, and volume to senior IT leadership, and partnering with Security, Network, and Engineering on permanent fixes. Hands-on enough to stay credible; senior enough to own the strategy. Full UK right to work.

  • IT service leadership
  • ITIL / CSI
  • ServiceNow / Jira SM
  • Modern Workplace
  • Intune / Autopilot
  • Jamf
  • Entra ID / Zero Trust
  • Automation (PowerShell / Bash / Python)

Focus

What I care about — the same themes I write about on the blog.

Digital Employee Experience

Green dashboards are not the same as a good Monday morning. I design service and endpoint programmes around how work actually feels — not just what the KPIs claim.

Identity without the grind

Zero Trust should not mean Zero Empathy. MFA, Conditional Access, and joiner–mover–leaver done well: secure by default, low friction in practice.

Global service leadership

Distributed teams across UK, EMEA, and APAC need clear ownership, shared standards, and coaching that travels with the sun — coverage that carries context, not just tickets.

Automation as empathy

Workflows that take pain out of provisioning, compliance, and repetitive work — so the organisation spends time on problems that need a human.

Experience

Leadership outcomes across service management and modern workplace — highlights, not a full CV.

  1. IT Service Leader / Systems · EMEA & APAC Crisis24 (GardaWorld) · Aug 2023 – Present
    • Lead distributed IT service across UK, EMEA, and APAC in a 24/7 follow-the-sun model — coaching, performance, handoffs, and major-incident coordination.
    • Own service management in Jira Service Management: workflows, SLAs, and reporting (volume, resolution time, FCR, CSAT) to senior IT leadership.
    • Drove Intune + Windows Autopilot transformation — 70% faster device provisioning; oversee Jamf Pro and Entra ID (MFA, Conditional Access, JML).
    • Partner with Network, Security, AV, and Engineering on RCA — 35% fewer recurring incidents; regional vendor and smart-hands governance.
    • Meeting-room and event AV estate (Teams Rooms / Zoom Rooms); automation and self-service knowledge to reduce toil.
  2. IT · Academic & research environments Emmanuel College, University of Cambridge · Dec 2022 – Jul 2023
    • High-touch technology for Fellows, academic staff, and researchers — where reliability is part of the scholarly experience.
    • Teams Rooms, enterprise AV, lecture capture; multi-site fibre and identity; cyber incident response.
  3. IT Manager — Middle East & Africa GardaWorld · Mar 2021 – Apr 2022
    • Regional leadership across countries and time zones: service standards, escalation frameworks, vendors, and customer communication.
  4. Earlier leadership & delivery HealthConnect24x7 · ConSol · Siat Group · 2012 – 2021
    • Healthcare: led first NDPR audit to certification; secure remote access for 200+ users; 99.5% uptime on critical systems.
    • ConSol: multi-client service to SLA (+28% CSAT); led delivery of Lagos State’s first COVID-19 emergency response centre under extreme time pressure.
    • Siat Group: multi-site infrastructure and end-user estate (budget, vendors, lifecycle); built a regional IT function recognised as a group benchmark; proactive monitoring (Zabbix).

Writing

Notes on digital employee experience, Intune, identity, and the Modern Workplace — from Azure and AWS to the people who use them every day.

blog.chido.me

Contact

Happy to talk about IT leadership, service management, or Modern Workplace programmes.

Prefer email? Send a short note.