1. JO PEACOCK
2564 Riley Street, Orangeburg, South Carolina, 29118
+1 919 308 0634
Jo.peacock@outlook.com
www.linkedin.com/pub/jo-peacock/14/b68/76/
CIO - Transformational Specialist - Service Management advisor - Speaker - Author
How do my teams describe me? “Passionate”, “successful”, “delivers results”, “strategic leader”, “visionary”. A
charismatic and driven leader, I’m globally acknowledged as one of the leading experts in Service Management
and transformation. With over 27 years’ leadership experience in driving global blue-chip private and public sector
organizations around the world to success.
CORE COMPETENCIES
• Director of global teams
• Transformation specialist
• Leader of cultural change
• Focus on business value and
quality
• Collaborative approach to
solutions management
• Industry respected
• Specialist in best practice /
quality management
• Toolset evaluation and auditing
• ISO/IEC 20,000 / ITIL
assessments
• Process implementation
• Management coaching
• Author
• Inspiring public speaker
• Technical Background
• Dynamic, motivational trainer
• Exceptional delegate pass-rate
• Workshop facilitation
• Team building facilitator
PROFESSIONAL EXPERIENCE
ITSM Institution Sep 2009 – Present
Leader in transformation projects, Service Management implementation, Training, & Consultancy
CEO / Consultant
• Implementation of enterprise wide cultural transformation, business alignment, and restructuring programs.
• Specialist implementation of tailored Service Management solutions.
• Toolset evaluation, tailoring, and auditing for ITIL / ITSM compliance.
• Service Management assessments and improvement implementations.
• Evaluation and implementation of governance strategies.
• USA based with international client list including: HP, GSK, News Corp, Accenture, Clifford Chance, Bank of
England, UEFA, Lockheed Martin, Cambridge University, St Andrews University.
• Accredited to train ALL ITIL, ISO / IEC 20,000 and Agile PM qualifications with higher than industry standard
pass rates.
• Accredited ITSM author.
• Facilitation of targeted workshops and improvement management.
• Author of courseware and tailor-made training packages.
• Director level / senior management team building and mentoring.
• Advisor on communication strategies and methodologies.
• “Soft Skill” coaching including:
o Effective Leadership
o Process efficiencies
o Customer service competencies

2. HM Treasury Jul 2006 – Sep 2009
Head of IS Customer Services for HM Treasury and Office of Government Commerce (OGC)
• Leadership of HM Treasury & OGC technology divisions with focus on organizational alignment.
• Strong fiscal management combined with transformational governance resulting in £1.2million ($1.8million)
savings p.a.
• Focus on process efficiencies and optimization.
• Assessment and implementation of core ITSM competencies including:
o Service Level Management
o Service Catalogue & Request Management
o Reporting and communication structures
• Implementation of CSI initiatives including:
o Tender, negotiation, implementation of supplier contracts resulting in £730k ($1.1million) savings.
o Increase in customer satisfaction by 60%.
o Introduction of company wide induction course resulting in 20% call reduction to Support Teams.
• Implementation of audience-focused communication strategies.
RedSky IT Ltd Apr 2004 – Jul 2006
IT Support Director
• Strategic focus on facilitating business processes and delivering customer value.
• Enterprise-wide IT restructure across 4 sites, 5,000 users.
• Implementation of staff development programs resulting in reduction of staff turnover by 30%.
• Implementation of KPI's, SLA's, staff development programs and continual service improvement processes.
• Increase in customer satisfaction by 40%.
• Implementation, and successful utilization of Business Continuity (Disaster Recovery) plans.
• Implementation of enterprise wide telephony upgrade, resulting in 25% cost savings p.a.
Fisher Foods Feb 2001 – Apr 2004
IS Service Director
• Enterprise-wide IT restructure across 6 sites, 4 countries, 25,000 users.
• Installation of new hi-tech manufacturing site in Johannesburg, 2,000 users.
• Implementation of process and tech efficiencies resulted in cost savings of 15% p.a.
• Implementation of KPI's, SLA's, staff development programs and continual service improvement processes.
• Increase in customer satisfaction by 40%.
Gladiator Worldwide Ltd Jul 1997 – Feb 2001
Service Management Consultant
• Client list including: Xerox Europe, Marks & Spencer, Safeway Stores, and Tibbett & Britten European
Haulage.
• Specialist implementation of tailored Call Centre and Service Management solutions, including toolsets.
• Advisor on communication strategies and methodologies.
• “Soft Skill” coaching including:
o Effective Leadership
o Process efficiencies
o Communication Skills
• Customer service competencies
• Advanced AIX Administrator & MCSE
Tesco Stores May 1989 - Jul 1997
Service Desk Team Leader, LAN Support Manager