United Kingdom
I am a results-driven, innovative ITIL Certified Expert with over 30 years of global experience in IT service management and delivery across Retail, Aviation, Supply Chain, Logistics, and IT Managed Services industries for clients in UK, Europe, Dubai and the Middle East, Highly adept in the digital transformation of SAP/ERP and cloud technologies, with a proven record of enhancing operational efficiency, profitability and continuous improvement. Skills: Leadership & Strategic Technology Management - Team Leadership, Budgeting & cost control, Stakeholder management, Vendor management & negotiations, IT governance, IT strategy and roadmaps, Target operating models, ERP systems, SAP & S4/HANA, change management, functional design, problem solving and conflict resolution. ITIL Service Management - Incident management, Major incident management, Problem, Change, Release management, Asset & Configuration management. Service desk - Service Desk strategy, leading and driving the implementation of the Service Desk roadmaps and global support models. Service Reporting - Chaired service reviews, reporting dashboards, KPIs, for service performance and continuous improvement. Cloud Infrastructure Management - Azure, AWS, IBM Cloud, SAP S/4HANA Cybersecurity & Compliance - ISO 27001, GDPR, Cybersecurity frameworks, (NIST, Cyber essentials), Incident response vulnerability assessment, SIEM, End Point security. Tools - ServiceNow, Jira, Azure DevOps, Kubernetes, GitHub, BMC, Crowdstrike, SentinelOne, Microsoft defender
• Implemented the IT Global Support roadmap, including but not limited to service desk, change management; asset management; problem management; service configuration and catalogue management to support the business objectives. • Worked closely and engaged with the C-suite executives to facilitate the strategic direction of the digital business transformation including regular communications and board presentations. • Pioneered the adoption of the cloud computing infrastructure across global offices, achieving 40% reduction on IT expenditure and enhancing scalability of the company’s data needs. • Led the Microsoft Azure cloud migration strategy, reducing costs by 30% and improving systems reliability by 35%. • Managed and maintained vendor relationships with technology partners ensuring successful delivery of contracts; chaired service reviews and measured KPIs to reduce costs by 25% and renegotiated contracts saving over 20%.
• Led cross functional IT support teams, Service desk, NOC, 2nd/3rd line and remote support teams, providing mentoring, training and upskilling them in the latest technologies. • Facilitated the strategic direction and development of the ITSM roadmap leading the modernizing and efficiency enhancement of internal support teams and customers. • Led the integration and merger of two separate ITSM toolsets into a single operational environment, ensuring minimal disruption and maximum efficiency. • Oversaw and improved the ITIL Incident, Request, Change, Problem, Event management, Asset and Configuration management processes in line with ITIL best practice, resulting in 98% customer satisfaction.
Provided day to day management and strategic leadership of end user support teams. Led Office365 implementation working closely with PMO office. Responsible for synergising operational support teams by consolidating 2 helpdesks into a centralised service desk. Created risk register and action plan to address cyber security concerns to executive management.
• Led 24/7 service desk and NOC operations, network support desk, field support engineers, on-site engineers, to deliver multi-client support services • Developed and implemented the regional Service Desk strategy ensuring a client-focused approach and adherence to best practices. • Spearheaded the build and development of ITSM and NOC toolsets to automate and improve service management processes to increase efficiency and productivity. • Planned resources and recruitment and training plans and skills development demands to support business growth. • Led and developed security standards ISO27K & for industry standard best practice certification for ISO20K achieving certification which led to also achieving Cisco Gold & Master certifications with 40% price reduction from Cisco and ensured adherence to regulatory compliance. • Fostered a culture of continuous improvement through the implementation of regular cadence to review, analyse and leverage data to identify trends in support tickets and event notifications, leading to 35% reduction in support tickets and an increase in customer satisfaction. • Designed and implemented a new support model by upskilling and certifying 2nd/3rd line remote support engineers leading to a reduction in annual Opex spend by $500k.