Jon Lucas Email Address

Head of Information Technology Communications and Engagement

University Of the Arts London is an education management institution which offers tertiary education in art, design, fashion, communication, photography, graphic design etc.

With over 27 years’ experience of working in Higher Education, and 18 of them in Management or Senior Management, I have provided support at 2nd Level through to more strategic thinking. These roles have given me the opportunity to increase and improve my skills, knowledge, and professional work ethic. I have extensive knowledge and experience of IT Service Management and IT Service Management Tools (ITSMT) and have provided technical and professional advice throughout my career. I have developed good working relationships with suppliers that I am the IT Service Owner of the product or software. Regular service reviews are key to success and prevent misunderstandings or delays. I have also written the following processes and procedures: •Incident Management including Major Incident and Disaster Recovery •Service Request Management •Service Management •Service Level Management •Continual Service Improvement •Asset Management •Service Catalogue Management •Supplier Management •Stakeholder Management Achievements: •Gained ServiceDesk certification in 2019 – Customer Led and improved on our score in February 2020. •Created the IT Services Stakeholder Strategy •Created the IT Business Partner Plan •Deployed the Digital Signage solution to all UAL sites •Turned our ServiceDesk from a log and refer to log and resolve •On-Boarded 12 other departments to our ITSMT and created a shared Service •ITiL Foundation v3 •Developed a clear communication pack, following brand guidelines •Designed and managed the configuration/styling of our Self-Service Portal •Setup and configured our CMDB into our ITSMT •Worked on the Multi Factor Authentication (MFA) project which delivered MFA to over 15000 staff and students •Created and set deliverable KPIs and created dashboards and management reports using PowerBI and Xtraction. •Setup automated reporting and dashboards for digital screens Training: •ITiL v4 workshops •Leadership Foundation - Leading Across Professional Boundaries Skills: IT Management • IT Service Management • ITIL • Service Delivery • IT Operations • Service Level Management • Change Management • Employee Engagement • Stakeholder Management • Problem Management • IT Catalogue Management • IT Service Transition • Service Portfolio Management • IT Asset Management • IT Major Incident Management • Business Continuity Management