Johann Diaz Email & Phone Number

Farnborough, GB

At the Service Revolution Academy, I lead our mission to empower senior business leaders of all organisations to implement and sustain exceptional AI-assisted service delivery, customer delight & business growth. Our flagship Service Revolution Masterclass Program is not just about education—it's about action & implementation. We focus on driving real.

Farnborough, Hampshire, GB

• Advisory, coaching, training, project direction and customer success-based services in technology-enabled Service Excellence, helping senior business leaders design, develop and deliver new Digital Business Models.
• Architected next-generation IT Services target operating model (TOM) for global engineering company
• Devised Industrialisation strategy for Energy-as-a-Service application of multinational Energy Distribution service provider
• Designed DevSecOps IT Service Platform operating model for global Oil & Gas provider
• Architected technology-enabled Service Transformation roadmap for multinational Energy distribution service provider designed to increase operational efficiency, growth & innovation
• Reviewed & advised on existing ServiceNow-based value propositions in IT Service Management, HR Service Management, Governance Risk & Compliance for global (top 6) consultancy

London, GB

Leading the initiative to exploit the use of Servicenow platform across HMRC: - established strategic roadmap in line with HMRC strategic objectives and drivers - supported development of longer-term Enterprise Service Management strategy & data model (using CSDM) - coordinated target operating model (TOM) for Servicenow Centre of Excellence - kicked off.

Worldwide, OO

Supporting two senior IT directors in large UK government agency as they transition their teams and activities to new ways of working. Part of larger Service Transformation programme.Focused on delivering resilience & innovation through their Servicenow platform and across IT Service Management & Operations environments.Supporting cross-government (CDDO).

Idstein, Hesse, DE

Sharing significant business value experience with customers and prospective customers needing to increase the value of their internal IT & global business services.With particular emphasis currently on helping organisations establish an informed & insightful cost reduction program using great business technology platforms such as Serviceware Financial to.

Atlanta, GA, US

Working with ServiceNow and their large global consulting & SI partners, in an alliance program designed to harness the power of collaboration for their mutual customer's benefit and success.

London, England, GB

Developed To-Be Target Operating Model (TOM) for introducing Secure DevOps (DevSecOps) Pipeline service within wider organisation, designed to enable faster, more agile application development, whilst recording all necessary data and providing one-stop user experience on ServiceNow platform.

London, Greater London, GB

Service management advisory for multinational Energy service provider transitioning Devops application into an industrialised, commercial, web based platform, utilising multiple SaaS providers to deliver end-to-end consumer service. Looking at all aspects of Service & Support (BAU) operating model to support brand new digital service, including end-to-end.

Santa Clara, CA, US

Executive Advisor to CXOs to help imagine and drive massive change through service innovation & transformation, focused on critical business outcomes and enabled by a great end-to-end service automation platform, making 'Everything-As-A-Service' a closer reality. Working alongside clients such as Centrica, Virgin Trains, National Grid, Virgin Atlantic.

Paris, France, FR

Leading several aspects of the operating model transformation within Infrastructure Services from 11 regional projects and consulting practices into one global professional services practice in Service Integration (SIAM). Achievements included: - advice on new operating model for Projects & Programme community within global Service Integration Practice.

Paris, France, FR

• Practice Director responsible for developing a projects & consulting practice in client advisory and transformation projects focused on Service Strategy, Target Operating Models (TOM), IT Service Management (ITSM).
• Programme Director for large Service Management Transformation at multi-national Mobile Telecoms operator
• Architected new service target operating models (TOM) for large client organisations
• Provided ITSM project governance and lead delivery of several client advisory and implementation projects in Financial Services, Insurance, Telecoms, Public Sector
• Established technology partnerships around ServiceNow ITSM platform capability
• Built new Service Management & Service Integration (SIAM) value propositions and market offerings

Farnborough, Hampshire, GB

Service Management & Service Integration Consultant, Service Architect, Practitioner & ITSM Transformation Director, Project Manager, Project DirectorBuilding on over 25 years experience implementing end-to-end service management and operations management strategies and tools across IT, Telecoms, Retail, Energy and other industries, offering strategic.

London, GB

Customer requirement gathering and analysis for Billing of Managed IT and Managed Network Services.Analysis of current Order to Cash process including recommendations on how to streamline end-to-end process.Development of plan to achieve comprehensive tool solution to support Bill production.

Hook, Hampshire, GB

Advising client on IT Service Management (ITSM) technology and business change strategy to support global IT Infrastructure Transformation Programme. Developing ITSM Programme to accomplish quick wins whilst taking first step towards achieving a more service-centric IT & Business model as part of the building of a new SIAM operating model. Achievements.

London, GB

Brought in to help drive continuous operational improvement changes within IS Global Services Division. Specific improvement activities around:* Enabling production of more automated & timely reporting from BMC Remedy Reporting/Analytics and/or Dashboards* Better configuration of the Remedy ITSM system with more structured & relevant foundation data*.

London, England, GB

Managing the business change aspect of a global IT Service Management (ITSM) implementation for BP's Integrated Supply & Trading (IST) business.Responsible for all non-technical aspects of ITSM implementation, including process & business analysis, requirements tracking, data analysis & cleansing, early life functional and user acceptance testing.

London, GB

Working alongside IT Transformation Director to advise on Service Management roadmap, assist in ITSM programme governance and seed ITSM project team with several key project members using associate consultants.

Recommendation for Johann Diaz from Mark Chambers, CEO, Ramesys (non-Linked In customer), April 2009"Johann was employed by me on a short-term consultancy basis to help identify what problems lay at the root of our Managed Services business.We were very pleased with how he undertook the fact-finding exercise, quickly assimilating the information and.

Houston, Texas, US

• Compiled and executed first phase of business strategy designed to re-position TuringSMI as niche expert solutions consultancy within Telecoms ITSM / OSS arena. Team achievements included:
• Built sales pipeline worth approx £5m
• Delivered £500K sales revenue
• Redeveloped eTOM and SID based Trouble Ticketing product along SOA guidelines
• Redesigned Trouble Ticketing product designed to facilitate integration of IT and Network Operations
• Launched SID Data Model for BMC Atrium CMDB

Houston, Texas, US

Advising client in market positioning and organisational structure for penetrating Telecoms OSS and Service Management Solutions sector.

Houston, Texas, US

ITSM Project Manager for implementations of BMC Remedy-based IT Service Management (ITSM) solutions. Client projects included: - Diageo - EON - Unilever - Vodafone UK.

Farnborough, Hampshire, GB

Consultancy | Contract and Interim Management services in Project Management, Operations Management, COO, Service Delivery Management.Specialised in Service Management within Technology Service Businesses, Operational Support Systems (OSS) in Telecoms and ITSM within several market sectors. Prince2 Practitioner, ITIL Foundation, MBA.Also established.

London, GB

Initially employed as Interim Operations Manager in Automatic Vehicle Location (AVL) Vehicle Tracking Group.- Increased operational productivity by 32% in 6 monthsManaged project to gather requirements, issue and manage RFP process to decision and then start the implementation of new ITIL based (BMC Remedy) IT Service Management (ITSM) System across the.

At the time of the 'Dot Com' bubble I developed a few digital start-ups which were a little ahead of their time.www.MBAmatch.com - was an online jobs board matching MBAs with employers and 3rd party recruiters, with full database matching capability.www.ExecutiveAwareness.com - was a self awareness development site and program for executives using the.

• Responsible for developing Operations & Service Strategy, managing Service Transition and Service Operations (implementation and on-going support) of UK and international vehicle tracking (pre-GPS), mobile data.
• Jointly established and implemented 5-year business strategy for mobile communications operator achieving turnover growth in excess of 300%.
• Established efficient product supply chain processes to five international territories facilitating 100% sales growth
• Reduced internal process costs by 20% through successful implementation of critical new IT systems
• Successfully introduced eight new product developments into the field yielding increased sales of £100K
• Reduced inventory costs by 45% through introduction of more effective supply chain management processes

Boca Raton, FL, US

Day to day responsibility for running of 24/7 national service desk coordinating break fix activities of several hundred field service engineers. Transition Programme Manager for Service Desk consolidation of 35 regional desks into 2 service centres operating on a 24/7 basis. Achieved step change in operational improvement without any degradation in.

Boca Raton, FL, US

Mba, Business Administration And Management, General

Bsc, Electronic Engineering

Education record