• Specialize in providing expertise in ITSM and assisting organizations with the implementation of ITIL standards, ISO 20K. With my skills and experience, I am able to guide businesses through the complex process of IT service management and help them optimize their IT processes to improve efficiency, reduce costs, and enhance customer satisfaction. Whether it's through training sessions, workshops, or one-on-one consultations.

Implementing, maintaining and managing ITSM processes such as incident management, problem management, change management, and service request fulfilment, ensuring they are aligned with ITIL, ISO 20k, 27K, and COBIT.Providing support to end-users of the ITSM system, addressing technical issues, and offering training and guidance to ensure efficient use of the system.Setting up, configuring, and managing ITSM tools and platforms (ServiceDesk plus), whichh include service desk (requests… Show more Implementing, maintaining and managing ITSM processes such as incident management, problem management, change management, and service request fulfilment, ensuring they are aligned with ITIL, ISO 20k, 27K, and COBIT.Providing support to end-users of the ITSM system, addressing technical issues, and offering training and guidance to ensure efficient use of the system.Setting up, configuring, and managing ITSM tools and platforms (ServiceDesk plus), whichh include service desk (requests and complaints) Management, asset management systems, and other ITSM tools.Handling end-users’ day to day requests and complaints to support continuity of business operation.Monitoring the performance of IT services, generating reports, and providing insights into service efficiency, incident trends, and compliance with service level agreements (SLAs).Continuously evaluating and improving ITSM processes and tools, ensuring they evolve with changing business needs and technological advancements.Assisting in managing and coordinating changes in IT services, including logging, tracking, and ensuring minimal disruption to services.Leading and managing a team of 27 end-user support, ServiceDesk, and service management personnel.Manages the Capital & Expense budgets for the ITSM Team supporting finance management of IT Department. Show less

Develop, coordinate, update and approve IS operational policy and procedures for the outsourcing operational environment.Overseeing the implementation and governance of ITSM standard practices based on ITIL, ISO 20K, 27K, and COBIT.Managing ICT projects and ensuring deliverables are met on time and within agreed upon timelines.Contribute to the development and maintenance of an ongoing IS Strategy, provide a standard in managing the existing strategic IS alliances, while building… Show more Develop, coordinate, update and approve IS operational policy and procedures for the outsourcing operational environment.Overseeing the implementation and governance of ITSM standard practices based on ITIL, ISO 20K, 27K, and COBIT.Managing ICT projects and ensuring deliverables are met on time and within agreed upon timelines.Contribute to the development and maintenance of an ongoing IS Strategy, provide a standard in managing the existing strategic IS alliances, while building and introducing future IS alliances as demand warranted it.Monitor the accountability for the alliances agreed deliverable and their Service Level Agreements (SLA) or any due service credit from the Alliance/vendor.Performs administrative tasks like recruitment and budgeting for the Alliance Management Department Show less

Develop, Maintain & Integrate a service management framework that underpins the delivery of service across MTN Division (this include but not limited to Incident, Problem, configuration, Change, SLA and availability)Provide support on the definition of the service catalogs of existing services.Perform the creation and maintenance of OLA between IT departments ensuring the service level targets are achieved, service quality and other division's expectations are met or… Show more Develop, Maintain & Integrate a service management framework that underpins the delivery of service across MTN Division (this include but not limited to Incident, Problem, configuration, Change, SLA and availability)Provide support on the definition of the service catalogs of existing services.Perform the creation and maintenance of OLA between IT departments ensuring the service level targets are achieved, service quality and other division's expectations are met or exceeded.Perform analysis and reviews of service performance against the SLAs and OLAsCarry out the actions required with the service providers to maintain or improve service levels.Development and maintenance of issues/problems/changes management process and provide stakeholder management support required.perform periodic review of the service management processes and implement amendments.contribute to the continual improvement of service delivery standards & practices. effectively collaborate with other division managers to establish and execute on common services/goals/objectives.perform regular service quality audits and take actions to make improvements Show less

Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.Identifies resources needed and assigns individual responsibilities.Manages day-to-day operational aspects of a project and scope.Reviews deliverable prepared by team before passing to client.Effectively applies methodology and enforces project standards.Prepares for engagement reviews and quality assurance procedures.Minimizes exposure and risk on… Show more Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.Identifies resources needed and assigns individual responsibilities.Manages day-to-day operational aspects of a project and scope.Reviews deliverable prepared by team before passing to client.Effectively applies methodology and enforces project standards.Prepares for engagement reviews and quality assurance procedures.Minimizes exposure and risk on project.Ensures project documents are complete, current, and stored appropriately.Linking with Finance (IS Budget follow up, Capex summary, IS Scorecard, Month-end Accrual Data, ) Budget Defense sheet and justification Show less

Developed clear and easy-to-understand tutorials to help end-users use a variety of applications.Build and manage IT policies, processes, and procedures.