Service Management Lead
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I am a confident and approachable IT Service management lead. I can demonstrate the successful delivery of developing and implementing improved ITSM strategies across APAC, EMEA, and AMER regions. I am an effective and thoughtful listener that encourages collaboration and new ideas through open innovation and feedback channels.
I am a data based decision maker that strives to achieve service value whilst analysing cost and risk to the business. I have experience of transforming local service operations into collaborative and consolidated global service delivery teams through strategic planning, the application of ITIL4 frameworks and continual service improvements.
My strong interpersonal skills and collaborative leadership style has been an integral part of securing stakeholder buy in for transformational initiatives. I have experience of leading cross functional teams, and driving operational excellence through data driven process optimisation in service management areas including, Change Management, Incident and Problem management and Service Desk services.
Currently leading a technical team of 16 analysts and specialists, my encouraging and empathetic approach to team leadership has enabled me to build a high performing team whilst creating an inclusive environment that promotes innovation and exceptional customer focus.
Service Desk Lead (Acting Service Management lead) - Spirax Group (April 2022 - Present)
Finance & Procurement Contact Centre Performance Leader - UKSBS (Oct 2019 - April 2022)
● Information Governance certificate
● First aid at work certificate
● Leading successful change
● Minute taking
● ITIL 4 Foundation
● Managing people effectively
● Influential negotiation skills
● Management excellence programme
