Mick Benn

Senior Service Delivery, Service Operations and Customer Experience Leader with 15+ years of experience delivering operational excellence, service transformation and measurable business outcomes across enterprise and managed service environments. Proven track record leading multi-disciplinary teams across the UK, South Africa, India and Poland, with responsibility for service performance, supplier governance, customer experience, reporting and continual improvement. Led service operations supporting more than 10,000 colleagues and managed large-scale outsourced service delivery functions, budgets and strategic supplier relationships. Experienced in IT Service Management, Major Incident Management, Service Level Management, Contract Governance and Service Improvement. Designed and implemented enterprise XLA frameworks, delivering a shift from traditional SLA reporting to experience-led service measurement. Led AI-enabled service initiatives that significantly reduced diagnostic and assessment times while improving operational efficiency. Successfully delivered service desk transformations, automation programmes, digital support channels and remote working enablement at scale. Built and led high-performing teams, developed service roadmaps, improved operational maturity and strengthened stakeholder engagement from operational teams through to executive leadership. Commercially aware and customer-focused, with extensive experience in Managed Services, Insurance and Financial Services environments. Recognised for turning complex operational challenges into practical, outcome-driven solutions that improve stability, efficiency, service quality and customer satisfaction. Seeking senior contract opportunities across Service Delivery, Service Operations, IT Service Management