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, measurable results through comprehensive teaching, coaching, research and advisory services that support leaders at every step of their organisation's service transformation journey.Key responsibilities include:- Designing and delivering tailored group and individual coaching programs focused on implementing AI-assisted service strategies.- Facilitating peer advisory groups and mastermind sessions that provide collaborative problem-solving and shared learning experiences.- Ensuring that our clients can sustain service excellence through continuous improvement frameworks and ongoing mentorship.- Building a community of like-minded leaders committed to elevating their organisations through exceptional service delivery.Our approach ensures that knowledge is translated into impactful action, leading to long-term business success and customer satisfaction.

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, Everything-as-a-Service Strategy & Transformation Plans to achieve real business outcomes - Service Improvement, Revenue Growth, Cost & Risk Reduction - simultaneously!Achievements include:• 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• Delivered speaking engagements at IT Service Management & Service Automation events• Launched thought leadership podcast site - Service Revolution (www.ServiceRevolution.io) - designed to foster conversation and good practices as well as transition to world of 'everything-as-a-service' (XaaS)Consulting Services include:• XaaS Service Strategy & Target Operating Model development• Servitization Strategy & Plan• Service Transformation - Strategy, Technology, People, Process, Data, Org - (ServiceNow, Service Cloud, ServiceMax, BMC Remedy, Cherwell, CA, IFS) - increasing ROI in technology platforms• Enterprise Service Management - joining up the organisation to deliver great Service• Service Integration & Management (SIAM / MSI)• ServiceNow Consulting - helping ServiceNow customers increase value delivered & ROI• Service Management Tools/Platform StrategyBecause... It's All About Service!

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 internal Servicenow evangelisation program across internal CIO team - developed & proposed broader Service Transformation Program to achieve business outcomes - established project team & initiative to launch Citizen Development program to leverage low-code, no-code platform across HMRC - successfully launched in July 2023 - successfully facilitated relationship between Servicenow Impact and Account team and internal HMRC stakeholders

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) initiative around minimising IT Technical Debt.

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 identify, expose in real-time & continually track, the total cost of ownership (TCO) by Service Line - not just resource. So enabling faster and more informed decision making, often eliminating the need to cut workforce jobs (especially important in times of crisis).Worked with two large customer organisations in Customer Success Management role:- assuring value gets engineered in and delivered throughout implementation project and into business as usual (operate phase) for global Dairy Farming cooperative- identifying strategic steps to be taken in next phases to integrate Service & Finance disciplines and business models to help achieve €1m costs savings in terms of TCO- rebuilt positive customer relationship within large global client in Aviation industry, following falling usefulness of software platform

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 SLAs and OLAs.

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 Airways, Experian, Barclays Bank, Maersk and with partners such as Accenture and Fujitsu. Achievements included:- architected technology-enabled Service Transformation program designed to significantly reduce customer churn and customer detriment, whilst saving >£20m p.a. for multinational corporation- advised CIOs and CIO teams on various service transformation initiatives targeting multi-million £$€ savings to customers in Airlines, Consumer Products, Shipping, Transport and Financial Services industries- published 2 SIAM / MSI (Service Integration and Management) ebooks sharing best practice for large enterprises considering the adoption of this frameworkRemember: "It's all about Service"!ServiceNow Inspire is a CxO partnership program providing a portfolio of offerings to the most transformative enterprises as they assess their needs, build their plans and ultimately achieve their objectives of delivering amazingly great service at an economic cost.

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 - requirements, testing and launch of new global resourcing tool for whole 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), Service Integration (SIAM) and ITIL-based technology Governance. Achievements included:• 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• Established Go-To-Market offering around Service Management to Service Integration transformation (SM2SI)• Prosecuted qualified sales pipeline worth in excess of £10m winning approx. £6m• Created proposals and/or lead successful responses to RFP bids in area of Telecoms Service Management• Led, managed and coached expert team of service integration and service management consultants developing internal reputation for being centre of excellence for all things Service

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 business transformation advice, project & service delivery management and service operations consultancy, program management, project direction to customers and their strategic partners.ITIL, eTOM, Prince2 and MBA qualified.Sharing best practice in ITSM TransformationResearching Industry LeadersTracking Industry TrendsParticipating in Industry DiscussionsAttending Networking EventsService Management & Integration Consultant, Architect, Practitioner & ITSM Transformation DirectorSee various assignments below.

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 included:- Designed global ITSM SaaS solution incorporating Service Portfolio & Service Catalogue Management, Service Request Management, Service Orchestration and full IT Service Management suite- Built new IT Services Framework transforming IT model from technical delivery to service delivery- Built new BMC Remedy-On-Demand (ROD) Proof of Concept (POC)

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* Increasing use of tool automation within ITSM process where possible * Introduce strong data governance to establish greater level of control and support improved on-going Management Information changes* Faster execution of Remedy data, admin and reporting changes* Knowledge transfer to and training of several internal staff to empower continual building of in-house expertise around the ITSM tool

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, scenario-based training & documentation, user communications, stakeholder management and service transition.Also, closely involved in supporting the establishment of on-going, user-community governance practices.Result was a smooth go live and BAU handover.

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 turning it around into a clear, actionable transformation strategy to significantly improve our business operations.Johann is a strategic thinker who has the ability to draw on several years of great experience. He worked very well with the rest of our senior and middle management teams in this exercise and through his insights, support and challenge he has helpled us devise a more forward-looking Managed Services strategy.I have no hesitation in recommending Johann."-------------------------------------------------------------------------------------------------

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• Launched technology-neutral business consulting services around eTOM and ITIL processes, data architecture and real-world solution delivery methods• Developed thought-leadership content around IT and OSS / BSS Service Management framework • Combined joint account plan for major mobile telecoms provider with large BSM software vendor• Secured speaking slot at highly recognised trade body conference event within 9 months

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 several dot-com initiatives including an online Jobs Board for MBAs (www.MBAmatch.com) and Leadership Development in Self Awareness/Emotional Intelligence (www.ExecutiveAwareness.com) using the Enneagram.

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 organisation.

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 Enneagram.www.MBAsalaries.com - conducted annual MBA salary surveys globally.

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, telemetry and Low-Frequency Navigation networks, UHF data communications, GPS and GSM systems and services.Datatrak was the first commercially available vehicle track and trace technology developed prior to the availability of the GPS system and the widespread usage of GSM networks. Functional responsibilities included global product and service delivery, network installation & commissioning, technical training and documentation, supply chain management, inventory management, quality assurance, product and service quality, product marketing, customer service, field service and service desk management. Key achievements included:• 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 customer service levels.Chairperson of Field Service Management System (FSM) User Group across the whole enterprise.

Boca Raton, Fl, Us

Mba, Business Administration And Management, General

Bsc, Electronic Engineering

Education record