Skills

Additional Skills

Industry

Employment History

I am looking to use my Skills to help Organisation achieve their goals

Service Management Lead, Incident and Problem Manager, Change Manager, Operations Manager, Service Delivery Manager, Service Desk Manager, Call Center Manager

Results Driven, Efficient, Innovative Senior Service Management Lead with 13+ years of Experience in a variety of environments enabling a wide set of skills to be utilized to support any number of professional settings expectations. I have Vast experience in managing and providing excellent Customer Service in Complex Environments, and streamlined Operations of Service Management Function throughout the Organisation. My Skills include People Management, Leadership, Enthusiastic, Analytical ,Collaboration , Problem Solving, Emotional Intelligence, Stakeholder and Vendor Management. Excellent Interpersonal and Communication Skills. Proven Records of Competency in ICT Environment on Strategic Planning, Process Improvements , Project Management, Service management, Organisational Change, Major Incident Management and Problem Management.

Developing and executing robust service delivery via Service Management Framework

Direct Leadership for Major Incidents

Driving Root Cause Analysis

Audit Reports and Trend Analysis to identify Risk

Leadership of IT Support and Engineering Teams [Level 1, Level 2 and Level 3]

Performance Review of All Service Operations Team using effective KPI’s

Problem Management via Effective Review and Approval Process for all Business Issues

Establishing and refining processes, procedures, and tools to provide exceptional support and services

Working with IT leadership and other ITSM roles Process Owners to continually evaluate, design, and implement IT process improvements.

Vendor Management and Resource Allocation and Budget Management