Designated as a Engagement and SDL for one of the world's largest brewery, responsible for the management of the Global IT Service Desk, IT Service Management process, Cyber Defense L1 Operations and ServiceNow Devops implementation and support team.

Project 3: 2020Designated as a Senior agile project manager responsible for a complex migration within the PCD security programme across 38 sites for the second largest brewery in the world.Project 2: 2019Worked as a ServiceNow design consultant for Finance and HR processes for the second largest sportswear manufacturer in the world. Responsible for optimal process redesign collaborating with stakeholders and Process SME’s. Project 1: 2018 - 2019Assigned as Senior project manager to execute a large scale complex project for the second largest brewery in the world with the responsibility tasked to replace and implementation an IT software for 70+ Operating Companies across the globe.

Experience Synopsis - A Senior Process Consultant and a Service Management Practice SME within the End User computing service line;Building innovative tech stack based on Market trends and Gap analysis carried out on the existing Service Desk, ITSM Platform (ServiceNow) and process management & Desk side operating model. Responsible for account growth by building compelling bids and drafting cutting edge proposals for the presales team. Partner evaluation and management to deliver IT Service Management solutions (Field support and Service management platforms - ServiceNow)Conducted due deligence, process design sessions and put together a blueprint to consolidate the IT service desks and service management platforms (leveraging ServiceNow) across 8 different business units for one of the leaders in international investment, savings, insurance, and banking group in South Africa as a IT Process Consultant in 2016Worked as an IT Consultant for an American multinational food-manufacturing company headquartered in Battle Creek, Michigan, United States to analyse, identify and design process and Platform (ServiceNow) automation potential for their IT Service Management processes (Service Desk and Desk side / Field services support) in 2017.

Experience Synopsis:A Global Service Desk Manager Designed and deployed an analytics and reporting framework for the Global IT Service desk for a major American multinational conglomerate ranked among the Fortune 500 and one of the largest firms in the United States in 2012 – 2013Assigned as the Practice SME for GENPACT Blueprint exercise for the End User computing service line from 2013 - 2015 responsible for;a. Building compelling proposals and innovative tech stack based on Market trends and Gap analysis carried out on the existing Service Desk, ITSM process management & Desk side operating model.b. Supplier relationship management: Drive partnerships with key vendors (providing L2 Deskside / Field services support / ITSM Platform ServiceNow) and build alliances with focus on growth areas. New Product/New Services Ideas and; Conceptualization.c. Responsible for Implementation of optimal processes, quality initiatives, adoptions of best practices and achieve continuous improvements in the competency leveraging LSS and Lean Digital conceptsTransitioned the IT Service desk for an BFS client from UK who was separating out from a parent company in 2015Worked as a Subject Matter Expert assigned to assist the 3rd largest brewery (based in Netherlands) organization whose objective was to consolidate their Service Desk, Service Management platform (ServiceNow) and ITSM processes across 25+ operating units in Amsterdam 2015

A Business Process Analyst contribution to overall process design, deployment and performance improvement projects.Key Accomplishments:-As a process analyst to reengineer and build the knowledge base for a transition of the GBS process from Dubai. Conducted process workshop to study current process, identify gaps and build a ‘to be’ process flows based on recommendations and best practices with responsible including generating of appropriate MI for Governance meetings and stakeholder reviews..Contribution to overall process design and One Global Service desk, deployment and performance improvement across multiple global projects.Redesigned the GBS and payments process embedding lean methodologies and ensure the business process design complies with One HSBC principles to drive operational effectiveness & efficiencies. As the process consultant carried out data and ás-is'proecss analysis to built business case and define 'to be' process designs followed by modeling them in provision (process modeling team) and capturing them in a business requirement documents for systems and process build..