Naomi Blake
Service Delivery Manager

Naomi Blake


What did you study (at school, college or University)?

My school and college education included IT, both at GCSE and A ‘Level. So my overly keen interest in IT lead me to complete a BSC in Computer Science at Coventry University. At the time I wasn’t absolutely sure on my career path, I thought programming or web development might be worth a shot. I had a BIG reality call, after attending my first few C++ and JavaScript lectures and realised I may need a rethink! Thankfully my degree had some business related modules that took my interest… so I stuck at it. Also whilst studying at University, I had a part time job at HSBC bank so I considered this my fall back plan if IT didn’t quite work out!

What do you do in IT Services?

I work in the Service Management Team as a Service Delivery Manager – the nature of my role is ever evolving and changing, which suits my work style. My role as SDM started out with a responsibility to manage and drive down IT support call volumes. In essence, working closely with the IT Service Desk and IT Support teams to try to bring in some efficient working practices and reduce the overall call volume, otherwise known as the ‘back log’. So quite often I have been knee deep in call data, Excel spreadsheets and pivot charts, to make sense of the data and provide report updates to IT Management. The other side of my role was working on a number of team and department led projects. Following maternity leave, I am continuing to work on team projects such as Password Management, Out of Hours and a new project to potentially redevelop the Application Portfolio. I’ll also be working with the EUS Professional Services Team to ‘project manage’ the planning and delivery of the critical IT tasks, which supports Welcome Week. Welcome Week is an event which happens yearly and sees the registration of approx. 35,000 new and returning students to the University – over the years it’s become a fairly high profile event and there are a number of IT applications which the event and our University colleagues have come to rely on.

How did you get into technology?

As a kid, my dad bought me my first DOS 386 computer which came with an encyclopaedia and games on floppy discs – I didn’t have a clue what to do with the thing at first! Over time I became quite good at Solitaire, but I was also determined to understand how to use my computer and get the best from it….I’m sure I broke it several times in the process too. After completing my Degree, I got my first IT role, working part time at Cap Gemini, on the Price Waterhouse Coopers Service Desk. To build up my IT experience, I continued seeking new opportunities within the private sector initially in the Service Desk space. I’ve had the pleasure of continuing to work in IT, in Service Management and Supplier Management roles across a number of different and varied industry’s such as legal, travel and transport and retail.

What advice would you give to girls considering a technology related career?

Speak to people and learn from people. Don’t be afraid to seek new opportunities, to help you decide where your main interests may be. Use all resources available to you, the internet is now packed full of technology career information… and lastly don’t limit your belief in what you set out to do (or others opinions!).

What advice would you give to women thinking of working in IT Services at UoB?

Working in IT Services at UoB has its good days and its challenges, much the same as life – don’t be put off by the challenges or take them too seriously! Moving into IT Services may seem daunting at first, never be afraid to ask questions if you don’t understand something, ask your ‘techy’ colleagues to explain what they mean and if you still don’t understand, get them to draw a picture – that usually helps. Lastly have fun, do your best…IT Services has a very interesting bunch of people, you’ll be sure to fit in somewhere.


Professional Services