Tom Lunt
Northwest England
Email: Tomlunt1@outlook.com, LinkedIn: linkedin.com/in/Tom-Lunt
A proactive, hands-on “Global IT Operations & Senior Leader” with vast experience of delivering reliable, large-scale IT services across complex infrastructure environments.
Profile:
Highly accomplished, resourceful and results driven professional offering years of experience and a proven record in ensuring 24/7 IT system availability, leading global support teams, and implementing operational improvements aligned with ITIL best practices. Adept at service continuity, root cause analysis, and stakeholder engagement, with a strong focus on user experience and performance-driven outcomes. Combines technical depth with service excellence to drive resilient and cost-effective IT operations. Displays excellent interpersonal, communication and influencing skills and the ability to develop and grow mutually beneficial internal and external relationships.
Areas of Expertise:
IT Operations Management (24/7 Environments)
ITIL Change, Incident & Problem Management
Service Continuity & Availability
Infrastructure Design, Maintenance & Support
Large-Scale System Rollouts & Upgrades
Global Team Leadership & Development
Stakeholder Communication & Vendor Management
KPI Monitoring & Performance Optimisation
Professional Experience:
ORACLE
2012 to present
Global Senior Support Manager
2020 to present
Oversee global support teams and lead the continuous operation of critical IT services within a 24/7 enterprise
environment. Drive the strategic design and improvement of support services across infrastructure, applications, and customer engagement:
Ensure 24/7 system reliability across global infrastructure and applications used by major retail clients.
Drive incident, change and problem management processes, leveraging ITIL methodologies.
Deliver operational and SLA reporting to senior stakeholders, highlighting risk and performance trends.
Manage integration between internal support teams, product development, and implementation teams to ensure continuity.
Build internal monitoring and automation tools to improve system stability and proactive issue resolution.
Key Achievements:
Designed and implemented a global problem management framework that improved uptime and reduced recurrence of critical issues.
Created infrastructure dashboards enabling full visibility of VM performance, system configurations, and operational health.
Established proactive communication channels with customers, increasing user satisfaction and reducing escalations.
Head of Managed Services
2012 to 2020
Directed a team of twenty-two professionals delivering managed IT services to international clients. Focused on operational excellence, proactive monitoring, and cost-effective support models:
Designed scalable service offerings tailored to infrastructure monitoring, alerting, and support continuity Delivered service rollouts with full integration of third-party platforms and strict SLA adherence.
Maintained regular engagement with clients to assess performance, improve satisfaction, and ensure delivery excellence.
Led vendor negotiation and service contract management to reduce cost and improve support quality.
Key Achievements:
Delivered a high-availability, global service model increasing system uptime and reducing incidents.
Automated core processes, cutting service request volume by 45% and boosting efficiency across multiple global teams.
Orchestrated zero-downtime transitions during outsourcing of key service components.
Hardware & Software Support Manager
(Concurrent Role) 2012 to 2020
Managed sixteen global support professionals covering both software and hardware systems. Ensured seamless 24/7 coverage, aligned with internal KPIs and customer SLA/OLA commitments:
Developed global out-of-hours escalation and support frameworks.
Functioned as point of coordination between infrastructure, software support and managed services.
Maintained performance dashboards to drive compliance and service quality.
Key Achievements:
Led the transformation to a proactive support model, increasing service reliability.
Reduced request backlog through automation of workflows from production to client sites.
H J Heinz:
2004 to 2012
European Technical Specialist:
Managed the infrastructure and application support landscape for Heinz’s European division. Also led IT
modernisation initiatives including the SAP transition and support optimisation:
Provided technical support for IBM mainframe and AS/400 systems, playing a critical role in the maintenance of legacy infrastructure during a period of large-scale transformation
Key Achievements:
Rolled out secure global remote access solution.
Delivered a unified workstation image across all sites.
Led innovation efforts resulting in 20% reduction in support tickets via self-help systems.
Innovation Manager
(Concurrent Role) 2004 to 2012
Led a team of six focused on modernising the global IT approach through adoption of innovative technologies and improved operational effectiveness:
Delivered innovation projects to reduce support costs, improve efficiency, and enhance brand engagement through technology.
Key Achievements:
Identification and transition from legacy platforms to SAP globally with all support networks in place.
Design, development and implementation of self-help training packages and applications to all UK production sites which reduced submitted service requests by 20%.
Other Employment Includes:
· Shell Oil UK: IT Support Analyst: 2002 to 2004
· Co-operative Bank: Process Document Designer: 2000 to 2002
Education:
Ormskirk 6th Form College (1997)
· HND – Information Systems
St Thomas The Apostle / Our Lady Queen of Peace High (1997)
· 11 GCSE’s
References: available upon request