Leigh Davenport Head of Service OperationsLeigh Davenport Head of Service Operations has been with Imperial for just over four and a half years and previously worked for Capita children services and their educational software department. Prior to that he spent 10 years building his own business.

Among his many hobbies like scuba diving, motorcycling, target shooting and reading, he loves spending time with his grandchildren.

Leigh’s objectives for Service Operations

His main objectives for supporting the new ways of working are to define the levels of service, build escalation points inside the wider ICT team, roll out more tech bars and focus on customer service by introducing a new feedback system. His long-term objectives are to optimise monitoring, reduce the number of incidents, increase the self-service capability, agree on the service portfolio, and implement a service lifecycle performance monitoring capability. Service Operations are also currently establishing an SSXC (Service and Security Experience Centre).

The Service Operations team supports the user experience and aspires to be the customer service provider of choice, not a necessity. They provide safe solid advice and guidance to customers, deliver excellent customer experience, establishing new ways of working and support the team to make sure we can deliver them by training, mentoring, and coaching.

Watch Leigh's video to hear more about him and his ambitions for Service Operations.