Dawn Hardy

Dawn Hardy boasts a wealth of experience in IT Service Management, Outsourcing, Service Delivery, and Operations for over 30 years, focusing on providing exceptional Connected Car IT services for Bentley customers.

She is proficient in managing end-to-end support for the MyBentley App and infrastructure, overseeing global clients across varied complex infrastructure environments.

With a strong foundation in ITIL V3 framework, Dawn excels in processes like Capacity Management, Problem and Incident Management, Change Management, Availability Management, Asset Management, Configuration Management, among others, using tools like ServiceNow.

She effectively handles the coordination of 3rd party external support suppliers, SLA's, contracts, and service KPIs and ensures compliance with contractual Service Level Agreements through meticulous measurement.

Dawn is well-versed in strategic planning, technical team leadership, system capacity management, forecasting, alert management, hardware and software infrastructure monitoring, and optimization.

Her expertise extends to application performance tuning, configuration, and monitoring, as well as service quality improvement, audit compliance, and documentation.

Apart from her IT roles, she has contributed to academia by supporting gender equality initiatives like the Athena SWAN charter membership at universities and colleges, showcasing a commitment to diversity and inclusion in research.

Dawn has also managed a team facilitating non-medical support for disabled students in higher education, handling invoicing, payroll, service measures, financial tracking, and recruitment.

Her educational background includes a BSc(Hons) from the University of Sheffield and graduation from Harrogate Granby High School.

She has held notable positions such as Quality Awards Manager at University of Derby, Support Coordination Service Team Leader at University of Derby, Senior IT Technical Consultant - EMEA Capacity and Performance team leader at Hewlett Packard Enterprise, Senior IT Infrastructure Engineer - UK Capacity and Performance Management at Electronic Data Systems, Staff Systems Programmer at Rolls-Royce, and Mainframe Systems Programmer at British Steel.