I am an IT Service Manager for AXA XL, based in Dallas and responsible for the western US and Latin America. My team is a colleague facing organization with the global responsibility for developing and coordinating the delivery of IT services across all geographies and business lines in accordance with ITIL practices (I have an ITIL Expert certification) . Service Managers are located in the major regions and interface with our colleagues and service partners to coordinate IT service related matters. The team's mission is to facilitate and ensure the effective and efficient delivery of all IT services to all colleagues across geographies. As a Service Manager I am responsible for managing and improving service outcomes, identifying opportunities and leading change to improve the colleague and business experience. I am an active participant in driving service and process improvements and measuring service outcomes as a determination of success. I am process-focused and solution driven, with the skills and experience required to navigate the complexities of a federated and increasingly outsourced service delivery environment. I mantain local relationships with all offices, business units, and segments in my region, and I understand the local needs and know the local environment and infrastructure. The Service Management team negotiates services and service improvements with resolver teams and clears roadblocks to optimize the portfolio of ITservices.