IT Contractors UK Profile
Jill Davison
Service Management Leader & Transformation Consultant
Contractor snapshot
Primary specialism
Service Management & IT Support
Location / working location
Newcastle upon Tyne
Current availability
Available now
Confirmed 6 Oct 2026
Profile status
Active contractor profile
Professional profile
I’m Jill, and I’ve spent the last 15 years finding, fixing and preventing the problems that stop services from working the way they should. I turn chaos into calm. I turn reactive teams into proactive ecosystems. I turn BAU into business value. I don’t just talk about frameworks - I’ve lived them. This allows me to bring a blend of practical execution alongside strategic innovation as a player leader. I’ve navigated critical incidents, major outages, messy transitions and growing organisations that needed structure without bureaucracy. I know what it’s like when things feel overwhelming, unclear or constantly on fire - and, most importantly, I know how to fix them! My sweet spot sits where technology, operations and people meet. That usually looks like: - stabilising services, - improving customer experience, - building service management capability, - helping teams move from constantly reacting to actually getting ahead. I’m at my best in fast moving organisations where things are starting, scaling, changing or a bit chaotic. This allows me to bring structure, clarity and energy to the transformation and really guide the operational adoption and long term success.
Core skills
ITSM
Customer Success
Transformation
ITIL Implementation
Incident Management
Problem Management
Release Management
Change Enablement
Major Incident Management
Service Design
Service Transition
Operational Readiness
Service Stabilisation
What I’m looking for next
Target roles: Senior ITSM Consultant · Head of Service Management · Head of Service Delivery · Service Designer · Service Transition Manager · Major Incident Manager · Transformation Consultant
Contract preferences
Working preferenceRemote · Hybrid
IR35 preferenceOutside IR35 · Inside IR35
SeniorityPrincipal
Contract lengthAny contract length
IT experience15 years
Contracting experience1 years
Relevant work experience
15 years’ experience across financial services, regulated industry, SaaS, managed services and public sector. A former Head of Service Management, I now combine strategic advisory work with fractional leadership and hands on implementation, helping organisations strengthen service capability and deliver complex change. My experience spans the full service lifecycle, from strategy and operating model design through to service transition, operational readiness and live service leadership. I’ve led functions of around 60 people, with eight direct reports and a circa £4m budget, holding accountability for service performance, people development, customer relationships and commercial outcomes. My consulting remit builds on this foundation, encompassing maturity assessments, transformation roadmaps, enterprise system implementation and wider organisational change. I’m typically brought into organisations during growth, transformation or operational instability to establish direction, clarify ownership and turn recommendations into practical improvements. I build trust quickly and work collaboratively with executives, delivery teams and suppliers, introducing proportionate governance and sustainable ways of working. My focus is on improving outcomes for customers and colleagues while turning BAU into business value! CONSULTING EXPERIENCE DHSC | Service Design Lead | Jan 26 - Sept 26 Mutual Vision | Head of Client Services | June 25 - Jan 26 Marks & Spencer | Service Management Lead | April 25 - June 25 PERMANENT EXPERIENCE Finova | Head of Service Management | April 22 - May 25 The Mortgage Lender | Change & Release Implementation Manager | August 21 - April 22 Atom Bank | Service Transition & Release Manager / Major Incident Manager | March 17 - August 21
Experience & credentials
Certifications, sector experience and security clearance are self-declared unless specifically marked as independently verified by IT Contractors UK.
Sector experience
Financial Services · Private Equity · Start Ups · Public Sector · Local Government
Certifications
ITIL · Prince2 · AgilePM · HumanisingIT · ACCA · CIPP
Professional links
Contact details are controlled by the contractor and are not displayed automatically. Profile information is self-declared unless explicitly marked as verified.