With over 15 years of experience in IT support and service management, I am passionate about delivering efficient, reliable, and customer-centric solutions for the Frasers Group, a leading retailer of sports, luxury, fashion, and lifestyle products. As the Head of Service Management, I oversee the planning, execution, and improvement of IT service operations across the group, ensuring alignment with business objectives and customer expectations.My core competencies include technical support, Windows server, Microsoft Exchange, service desk management, incident and problem management, service level management, and ITIL best practices. I have a proven track record of leading and developing high-performing IT support teams, managing complex IT projects, and driving service improvement initiatives. I am also certified in ITIL 4, demonstrating my technical proficiency and commitment to continuous learning. My mission is to leverage my skills and expertise to enhance the Frasers Group's IT service quality, efficiency, and value.