Michael Roberts
About Michael Roberts
Michael Roberts is a Service Operations Manager at CDL Software, where he oversees ITIL functions and manages vendor relationships for ITSM tools. He has a background in information technology and extensive experience in service delivery and support roles across various organizations.
Current Role at CDL Software
Michael Roberts serves as the Service Operations Manager at CDL Software, a position he has held since 2020. In this role, he is part of the Service Management Leadership Team, where he oversees ITIL functions such as Capacity & Configuration Management, Change Management, Incident & Problem Management, and Release Management. His responsibilities include managing vendor relationships for ITSM tools like ServiceNow and ITRS Capacity Planner. He focuses on increasing throughput through automation and process improvements, employing monitoring and reporting tools like Dynatrace and the ELK stack to ensure service availability.
Previous Experience in Service Delivery
Prior to his current role, Michael worked as the ITIL Capacity Manager at CDL Software from 2017 to 2020. He also served as the Service Delivery Manager at SecureCloud+ Limited for 10 months in 2016-2017. His experience includes positions such as Senior Network & Systems Support at NDI Technologies (UK) from 2008 to 2010, and IT Systems Administrator at Witter Towbars from 2011 to 2014. He has also held roles at the University of Chester, including IT Support Technician and Application Support Assistant.
Educational Background
Michael Roberts studied at the University of Chester, earning a BSc (Hons) in Network and Communication Systems from 2005 to 2008. He also attended Birkenhead Sixth Form College from 2001 to 2005, where he studied ICT, Law, and Politics, achieving an Advanced Vocational Certificate in Education. Earlier in his education, he attended Wirral Hospitals School & Home Education Service, where he completed his GCSEs in English and Science from 1997 to 2001.
Technical Skills and Expertise
Michael utilizes AWS and VMware infrastructure within a multi-technology organization. His expertise includes managing ITSM tools and employing monitoring and reporting tools to ensure service availability. He focuses on process improvements and automation to enhance operational efficiency. His technical background is complemented by his experience in various IT support roles, where he developed skills in network and systems support.