IT Contractors UK Profile
Joel Cox
ITIL V5 Head of Service Delivery
Verified email
Founding Contractor · 2026
Contractor snapshot
Primary specialism
Service Management & IT Support
Location / working location
Southend-on-Sea
Current availability
Available now
Confirmed 25 Aug 2026
Profile status
Active contractor profile
Professional profile
IT Service Management leader with extensive experience building and running high-performing Service Desk and ITSM functions across global, multi-market organisations. Skilled in embedding ITIL-aligned incident, problem and change management, developing service management policies and frameworks, and driving continual service improvement through automation, self-service initiatives and tooling enhancements including Jira. Strong track record managing SLAs, leading service transition into live operations, and managing vendor and third-party relationships, while acting as a trusted escalation point and reporting partner for CTOs, executives and governance forums. Redesigned the regional operating model, centralising publishers to cut costs by £2M while accelerating speed to market and strengthening QA and governance. Built a service desk and incident management function from the ground up, supporting 3,000 users across 10 markets in the EU, LATAM and Asia, and sustaining consistently strong satisfaction and response-time metrics. Led the migration from OneLogin to Okta as identity provider, strengthening cyber security with MFA, securing access to critical applications.
Core skills
ITIL V5 and previously V3 Foundation certified
Service Delivery and Operational Management
ISP and SaaS
systems and networks
People Management
Contract & Vendor Management
What I’m looking for next
Target roles: Head of Service Delivery · Service Delivery Manager · Operations Manager · Operations Director
Operational, strategy and service management roles
Contract preferences
Working preferenceRemote · Hybrid · On-site
Will workLondon, Kent, Essex, Hertfordshire
IR35 preferenceOutside IR35 · Inside IR35
Expected rate
£300–£300/day
SenioritySenior
Contract lengthAny contract length
IT experience20 years
Available from31 Aug 2026
Relevant work experience
Throughout my career I have held senior accountability for live service performance and reporting, supplier governance, and service management frameworks in large organisations. At Condé Nast International I led end-to-end service delivery across 10 global markets, establishing ITIL-aligned governance through a ServiceNow enterprise-wide implementation, leading major incident response at executive level, and holding a multi-sourced supplier landscape to account for performance, quality, and contractual compliance. I built the service reporting frameworks that gave senior leaders clear, data-led visibility of operational risk and service health. At Cheil (Samsung Europe), I held accountability for a large, contracted service function across 18 countries with 74 team members and 23 direct reports, responsible for resource governance, commercial compliance, and ensuring delivery remained within agreed scope and boundaries. Holding both ITIL (Version 5) Foundation and previously ITIL v3 Foundation certification, and I bring practical experience applying service management frameworks across incident, problem, change, release, and capacity management disciplines. I am comfortable providing visible leadership during high-pressure operational situations, influencing outcomes across organisational boundaries.
Experience & credentials
Certifications, sector experience and security clearance are self-declared unless specifically marked as independently verified by IT Contractors UK.
Sector experience
ISP · SaaS · Publishing · Digital Media · MSP
Certifications
ITIL V5 Foundation · Prince 2 Foundation
Professional links
Contact details are controlled by the contractor and are not displayed automatically. Profile information is self-declared unless explicitly marked as verified.