Richi Ludowyk

I am an IT Service Management (ITSM) leader with over a decade of experience strengthening enterprise resilience through Major Incident Management (MIM), ITIL-aligned process design, and global service operations.

Throughout my career, I have led ITSM transformations across the USA, UK, Canada, Ireland, Sweden, and Asia, building frameworks that reduce downtime, improve SLA performance, and ensure operational continuity for mission-critical systems.

I am an IT Service Management leader and Senior Major Incident Manager with over 10 years of experience helping global enterprises maintain service resilience and business continuity. I specialize in Major Incident & Problem Management, ITIL-aligned ITSM frameworks, and SLA governance, with hands-on expertise in tools like ServiceNow and BMC Remedy. My career spans supporting operations across the USA, UK, Canada, Ireland, Sweden, and Asia-Pacific, where I’ve led high-impact incident recovery, streamlined IT processes, and introduced automation to cut downtime.

Recognized for operational excellence and strong stakeholder communication, I thrive in high-pressure environments where people, process, and technology must align to deliver results.

Senior Incident Manager – Sysco LABS / Sysco Foods USA (2021–Present, Colombo & Global)

Operations Engineer – London Stock Exchange Group (2020–2021, Colombo)

Team Lead – Enterprise Customer Support, Dialog Axiata (2014–2020, Colombo)

Education & Professional Qualifications

Postgraduate Diploma in Business Administration (Distinction) – University of Wales Trinity Saint David, UK (UK Level 7 Qualification)

ITIL v4 Certified

Project Implementation Certification – Huawei University (2020)