-rgb.png){kind=logo}
-rgb.png){kind=logo}
Director
Contact information
+44 (0) 333 358 0560
Founder & Operations Director
Ricci van Eeden
Ricci is the Founder and Operations Director of Novix IT, where she leads managed IT and cybersecurity for SMEs in financial and professional services. She has just ticked over 19 years in IT, working her way from the service desk up through engineering, technical leadership, and global IT operations. Outside Novix, she sits as Vice Chair of the ITMSP Best Practice Charter Board at ScotlandIS, helping shape the standards UK managed service providers are held to.
Technology should be invisible: stable, secure, and shaped around how people work, not the other way round.
In practice that looks like anti-jargon conversations, security built in rather than bolted on, and the same enterprise discipline applied to a 12-person practice as to a global manufacturer. Clients tend to work with her because she leads with the outcome and explains the technology after, not before.
track record
The scale she has run
Two environments, both at scale: one corporate, one managed services.
8,800
Users supported
Across 22 sites and more than 130 countries
€6M
Budget accountable for
Her share of group IT spend at a global manufacturer
96%
Customer satisfaction
Up from 72%, through a post-merger integration
19yrs
In IT
Service desk through to global IT operations
19 years in
What Ricci has built and led
straight answers
What people ask Ricci first
Quieter. The measure I care about is not how fast a ticket gets answered, it is how many tickets stop happening at all. That comes from fixing causes rather than symptoms, and it is the difference between running a service desk and running a service.
One accountable team, and a named response window rather than a promise to try. Clients in contract get an initial response within 15 to 25 minutes, and when we miss it, I own that. The last service I ran went from 72% satisfaction to 96% on exactly that basis.
You need the discipline, not the overhead. I have run group IT across 22 sites and I have run it for a 20 person practice, and the operating model is the same: known devices, controlled identities, tested backups, a documented way of working. The enterprise part is the cost, and that is the part we leave out.
You hear it from a person, early, with what we know so far and what we are doing about it. Then we run the incident through to a close and review it afterwards, because an incident nobody learns from tends to come back.
leadership
