As an IT Service Management expert with over 20 years of experience managing infrastructure, critical applications, and processes within large global organisations, I am a results-driven leader with a proven track record of solving complex problems and delivering customer-oriented solutions. I am also a experienced in Design Thinking, using this approach to drive innovation and creative problem-solving. I am an experienced mentor and trainer with a focus on developing talent and building high-performing teams. With strong communication and interpersonal skills, I am dedicated to delivering exceptional customer service and continuous improvement.Leadership Skills: * Expert at building and leading high-performing IT service management teams * Skilled mentor and coach with a passion for developing IT talent * Excellent communication and interpersonal skills, able to work effectively with IT stakeholders at all levels * Proven ability to manage complex IT service management projects and drive business results * Innovative thinker with a focus on continuous improvement, problem-solving, and customer service excellence in IT service managementExpertise: * ITIL v4 Managing Professional (2019), ITIL Expert v3 (Since 2008) * Six Sigma Green Belt certified * Design Thinking and facilitation skills for IT service management and problem-solving * Excellent communication, presentation, and highly developed interpersonal skills for IT service management * Adept at building successful IT service management teams and coaching team members * Continuous Process Improvement across IT operational teams, with a dedication to delivering Customer Service Excellence in IT service managementSpecialties: * Solving complex problems in IT service management * Lean Continual Service Improvement in IT service management * Microsoft Power BI, Power BI Report Server, and ServiceNow for IT service management and problem-solving * ITIL & Service Management; Major Incident Procedures, Change and Problem Management, Knowledge Management for IT service management and problem-solving * Problem Management/Issue prevention/Major Incident in IT service management and problem-solving * High system availability in IT service management and problem-solving * Vendor & Change Management in IT service management and problem-solving