Meet our people

Keith Barber

IS Service Desk Team Manager, Information Systems

"I didn't know the water industry before I joined Severn Trent. I suppose I only ever thought of Severn Trent when the bill arrived or when I had a problem. So I was surprised to discover the variety and complexity of the work that goes on behind the scenes."

What does your current role involve?

We provide the first point of contact for colleagues using Severn Trent Water’s IT systems. When they have a problem or a request, they’ll call the team here. My role is to ensure we always have the right number of people working, to meet expected call volumes and give a high-quality service. For the business to function smoothly, our internal customers need the confidence that their issue will be dealt with efficiently and speedily.

How did you start out at Severn Trent? What’s your career path been?

I joined just over 5 years ago, I was fortunate to see the position advertised and to have all the skills and experience that Severn Trent were looking for. I had worked in IT support for 20 years, which gave me quite extensive experience of managing service desks. It’s a demanding and pressurised job, but very satisfying too. 

How has working at Severn Trent met or challenged your expectations?

I didn’t know the water industry before I joined Severn Trent – I knew information systems. Like most people, I took the service for granted. I expected to have clean water on tap, and for waste water to be taken away. I suppose I only ever thought of Severn Trent when the bill arrived or when I had a problem. So I was surprised to discover the variety and complexity of the work that goes on behind the scenes. All that hard work is essential to provide the kind of smooth service that customers can take for granted. It was great to become part of that operation.

What do you like the most about Severn Trent?

I like the recognition you get for the work that you do – not just from customers but also from your line manager. When you get positive feedback from the top, it’s fantastic.

What are you most looking forward to?

We have been in a huge period of change over the last year or so, with the rollout of SAP to the mobile workforce and the move to Coventry to name just two.  I am now looking forward to the completion of the Technology  Refresh to all our colleagues, giving them IT that works, and stability of services provided.  This will allow my team to further develop and improve our service.