IT Service manager

4/2021 – 8/2021

Service transition- Design the Core IT service management processes.
Drive the implementation of ITSM process, ensure that changes to services and service management processes are carried out in a coordinated way.
Collaborate with Business teams and Core IT groups to ensure smooth implementation of ITSM processes.
Manage and drive continual improvement projects in IT service management tooling area.
Monitor and manage processes and functions to ensure optimal service levels are maintained.
Develop long term roadmap for ITSM, identify risk/issues and mitigate them.
Responsible for initiating delivery reviews, as well as aggregating and coordinating reporting information into a program level communication / report suitable for management consumption and decision making.
Build and Manage relationship with suppliers delivering services across the function to ensure performance levels are aligned with expectations and service innovation opportunities are fully exploited.
Vendor/supplier management. Ensure SLAs and OLAs are adhered to.
Collaborate with multiple functions/teams concurrently.
Manage the transition of IT change initiatives into cost effective operations for the business teams, ensuring that projects will not negatively impact the site or regional digital experience.

IT Service Management (ITSM), Service Management

12/2016 – 4/2021

Service delivery for monitoring tools, event management and Capacity management services bank wide.
Manage production/operation support for my services and ensure seamless delivery to end users.
Lead and handle risks, issues, mitigation plans and continuous improvement actions.
Stakeholder management- Communicate with the key stakeholders periodically.
Drive process automation initiatives within the ITSM group in collaboration with different business units.
Drive collaboration and accountability with Tower Leads, other Service Managers, Global Operations personnel, and Suppliers to deliver and manage infrastructure projects in a complete and timely manner consistent with business needs.
Taking ownership (as senior manager) of critical incidents/outages,
Work with Product team for service improvement and manage technology debt.
Taking ownership (coordinating with resolving parties/vendor, and establishing effective communication between stakeholders for post-incident reviews.
Set and continually manage service delivery expectations with leadership and other stakeholders.
Program manager of service automation and migration projects for the group in collaboration with DXC and Portfolio owners.
As pert of cloud transformation project successfully migrated Event management tooling from high cost to low cost compute and saved Euro 1.3M annually.
Participate in budget discussion and budget allocation. Handled Services worth of Euros 6.83M annually.
Facilitate hybrid cloud monitoring and migrate tools to cloud as per requirement.
Implement Capacity-demand management process and advocate agile culture within the group.

IT Service Management (ITSM), Service Management

1/2015 – 11/2016

Process Lead- IT Monitoring
Client – Metlife
Manage service improvement projects of monitoring tool- BMC Patrol.
Process implementation across Metlife.

IT Service Management (ITSM), ITIL