Mike Burns

Examiner
DISC Type : sc

Head of Service and Operations - Technology (Interim) at Victoria and Albert Museum

Manchester, England, United Kingdom

Overview

Mike is a senior IT and digital leader specializing in service delivery and operations, primarily within the higher education and research sectors. An ITIL 4 Master, he has extensive experience in strategy, service design, and high-value procurement for complex institutions like the University of Warwick and the V&A Museum.

Personality Overview

Tough To Convince

Unexpressive

Process Oriented

They are quite aware of their needs and limitations, so they are unlikely to over-promise.  They are heavily focused on quality and prefer doing things the right way, even if it takes time. Being observant comes to them naturally.

Topics They Care About

IT Service Management
He recently achieved the ITIL 4 Master certification, the highest level in the framework, demonstrating deep expertise in service delivery and operations.
HE Sector Collaboration
He has expressed surprise at the lack of service solution collaboration between institutions in the English Higher Education sector, viewing it as key for financial sustainability.
Digital Transformation
His roles focus on leading digital information services and business engagement to drive transformation within large, complex organizations.

Media Appearances

Mike has no verified media appearances

Work History

2-2025
Head of Service and Operations - Technology (Interim) at Victoria and Albert Museum
3-2024 - 2-2025
Gap year at Career Break
11-2021 - 2-2024
Head of Service Delivery- Information and Digital Group at University of Warwick
10-2012 - 10-2021
Learning and Information Services Customer Service Manager at University of the Highlands and Islands
4-2010 - 9-2012
Technology Support Engineer at Atos

Education

1998 - 2001
Bachelor of Science (BSc) from UHI
1992 - 1998
- from Millburn Academy, Inverness

More Information

Social Presence :

Prographics :

Exp : 23 Location : Manchester, England, United Kingdom Job Level : Mid-senior Designation : Head of Service and Operations - Technology (Interim) at Victoria and Albert Museum
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Insights For Selling To Mike

During A Call Or A Meeting

DO's

  • First of all, focus on building their confidence by sharing examples, case studies etc.
  • Ask them which other stakeholders would be important for this purchase decision
  • Spend time addressing concerns around risk and change, they will have them even if they don't express them

DONT's

  • Don't be very accepting if that is your natural style, stay firm
  • Don't rely on relationship building even if they act pleasantly
  • Avoid getting into storytelling mode, especially when they ask specific questions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Mike is

  • Proof of usage by others in the industry, case studies showing ROI are likely to work the best with them.
  • Will you ever get a clear answer from Mike

  • They are unlikely to say no, it's better to stop yourself once you have exhausted all the options.

Insights For Deal Planning

    How fast (or slow) will Mike move?

  • They are some of the slowest movers and take their time reaching decisions.
  • Can Mike take some risk or not?

  • They have very low acceptance of risk even if they do not say it directly.

You And Mike

Personality Compatibility


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