I Help Make Your Services & Products Better - For Your Customers, Teams & The Business
I work with organisations that need to improve service performance, customer experience, team capability or transformation outcomes. I bring 30+ years of practical service and Product management expertise to diagnose problems, challenge assumptions and create actionable improvements.
- ARE YOU LOOKING FOR AN OBJECTIVE SNAPSHOT OF YOUR SERVICE MANAGEMENT CAPABILITY AND IMPROVEMENT IDEAS?
I can perform an objective assessment of your service management capabilities and provide you with a baseline rating and associated improvement roadmap. - DO YOU WANT INSIGHT INTO HOW YOUR CUSTOMERS FEEL ABOUT YOUR PRODUCT OR SERVICE?
Allow me to deliver my unique CEX (Customer Experience Survey) to provide you with a baseline satisfaction score coupled with actionable insights to drive improvement in customer experience where it matters the most. - DO YOU NEED AN OBJECTIVE EAR AND ADVICE FOR YOUR PROJECT / TEAM?
Contract me as a fractional consultant to work with you, your team or project. I help organisations deliver smoother, more customer-centric services faster by combining proven expertise with practical, results-driven improvements. - IS YOUR TEAM STRUGGLING TO WORK AS A UNIT AND ACHIEVE THEIR OBJECTIVES?
Book me to coach and advise you or your team in all things service and experience management through the use of my proprietary CLARKS Coaching Model™. - ARE YOU LOOKING FOR SOME INTERESTING INSIGHTS AND STORIES TO IGNITE THE CROWD?
Schedule me for public speaking engagements, panel sessions and podcasts. - DO YOU NEED SOMEONE TO TRAIN YOUR TEAM ON VARIOUS SERVICE RELATED COMPETENCIES?
Book me to deliver professional internationally accredited training and facilitation for various APMG International, EXIN and Peoplecert certifications.
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10,000+
Students attained international certifications
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4 STAR+ Google Reviews
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Global Cities I have worked/presented in
Hi, I'm Ian
Using my extensive experience in service management and customer experience whilst leveraging internationally accepted industry best practices and standards, I will assist you, your team or organisation to optimise their services and products and achieve your specific outcomes.
I am a member of the BSI IST60/2 service management committee, that contribute to the development and maintenance of the ISO/IEC 20000 service management standard, ensuring alignment with global best practices.
I act as a brand ambassador for several global organisations and their products and services that resonate with me and the value they add to the world.
- I am a proud ambassador and community champion for Scopism and SIAM (Service Integration and Management).
- I am an EXIN ambassador. EXIN are a world class global provider of professional certifications.
- I am a Peoplecert Ambassador for ITIL. Peoplecert are one of the largest certification bodies in the world with a mission to develop global best practice frameworks & certifications that improve organisational efficiency and enhance the lives and careers of people.
- I am also a DTMethod (Design Thinking) ambassador promoting their world class approach to Design Thinking.
Why Clients Trust Me To Help
- Founder & Director of Fox IT Service Management, based in the UK and South Africa.
- I am proud to have worked with some of the most established companies in the world, namely; JAS worldwide logistics, Sun Microsystems, British Telecom, First National Bank, Gijima, NTT, Old Mutual, AVIS (to name a few).
- I consistently appear on industry leading podcasts and panel sessions such as the APMG Level-Up series and Scopism Ask the Expert panel sessions.
- I've been fortunate enough to have delivered a multitude of training, advisory and consulting engagements in over 26 cities around the world.
- I am an internationally certified ITIL 5 Master, SIAM™ Professional, CMI Change Management and Agile Practitioner.
Testimonials
What Does a Service Management Specialist do?
A service management specialist designs, improves, and manages how customers interact with a service across all touchpoints.
They focus on understanding customer needs, mapping journeys, and improving service quality while ensuring operations run efficiently.
The role bridges customer experience and service delivery by aligning people, processes, partners and technology.
Responsibilities include monitoring service performance, analysing customer feedback, setting service standards, and driving continuous improvement.
Their goal is to deliver consistent, efficient, and customer-centred services that meet business objectives and enhance overall customer satisfaction
Advantages of using a specialist
Using a specialist offers several key advantages:
Improved customer satisfaction through well-designed, consistent, and user-centered service experiences
Greater efficiency and cost savings by streamlining processes and reducing waste or rework
Clear visibility of service performance using meaningful metrics and customer insights
Stronger alignment between teams by connecting customer needs with operations, technology, and strategy
Reduced service failures and faster recovery through proactive design and management
Continuous improvement and innovation driven by data, feedback, and best practices
Overall, they help organizations deliver services that are both customer-friendly and operationally sustainable.
