A highly versatile and results-driven Senior Service Delivery and Senior Project Manager with a successful background in managing, motivating, improving and transitioning teams. An experienced IT professional with strong leadership skills in ITIL Service Management, Business Relationship Management, Service Integration Management (SIAM), Project Management and Service Desk Management, including the transition and transformation of multiple services using a SIAM model. Skilled in implementing and managing ITIL processes with internal and external support teams. Extensive knowledge of Service Delivery, end to end support structure and processes and Service Desk management. Able to be hands-on when necessary with experience of managing 3rd party service providers both on-shore and off-shore. Successful in developing, implementing and managing KPI’s, OLA’s and SLA’s. More than 40 years of IT Operational experience, primarily in Service Delivery Management, operating in complexed and varied environments and across multi-lingual countries. Strategic approach to successful leadership, engaging with key stakeholders and 3rd parties including IBM, HP, TCS and BMC, delivering on time IT solutions, support transformation and transition and business process change.ITIL, Six Sigma and Prince 2 qualified with strong experience of Service Integration Management and introduction to best practice frameworks and methods. Highly successful in identifying and implementing support teams, managing and driving Service Desk implementations, management of Service Desk teams and identifying and implementing continuous service improvements. Experience in IT transformation, IT service transition, IT strategies and governance, outsourcing / offshoring, systems migrations and delivering added business value. In depth knowledge of Service Now and BMC Remedy Service Management tools.