United Kingdom
A confident ITSM professional with 20+ years' experience across Service Delivery and Project Management roles. Recently delivered a global operational transformation which reduced considerable cost, improved service quality and introduced a more effective operating model. As Head of Service Delivery, led global operational support teams to improve customer service, by focusing on aligning IT services with business needs and delivery measurable improvements. An experienced line manager, having led and overseen 80+ employees across EMEA, APAC, LATAM and US. A strong communicator, with a repeatedly proven ability to influence and manage stakeholders including C-Level Execs and 3rd parties. Has the ability to work well under pressure in challenging and fast paced environments. Key Skills & Capabilities IT Service Management; ITIL frameworks; Service Transition; SLA/KPI Management; Budgets; IT Leadership; Team Leadership; Coaching; mentoring
Role responsibilities: Improve and standardise 'end to end' Level 1 Service delivered to 8000+ global customers. Reduce cost, duplication of effort and variability, through definition and execution of new operating model.