As the newly appointed IT Service Manager at Kellanova, I have goals to deliver standard services while ensuring compliance with ITIL best practices. Based at our Media City office in Manchester, working alongside our global team, allows me the flexibility to collaborate with diverse teams spanning IT, business, and 3rd Parties, tackling complex challenges and refining processes and solutions.My role is at the helm of European service delivery operations, is ensuring they align with the wider organisational goals of our European business while upholding service quality according to all service agreements (including those with 3rd parties) and internal policies, from a global prospective.Some of me key roles and responsibilities are: - Service Transition Management - Process Optimisation - Incident and Problem Resolution - Stakeholder Communication and Performance Reporting

 Functioned as one of the primary points of escalation for day-to-day Service Management activities across multiple service towers at Barclays UK. Formulated and presented recommendations for service improvement plans, ensuring thorough and timely execution of action items Implemented best practices to enforce adherence to policies and procedures, fostering a culture of operational excellence. Served as the incident escalation focal point, establishing and nurturing relationships with stakeholders across business and technology teams in various towers. Proactively escalated incidents posing a risk of breaching Service Level Agreements to the next level of support team leads, ensuring swift resolution. Cultivated and matured stakeholder relationships, driving service improvement initiatives within and beyond Group Technology Service Management.. Produced regular and accurate weekly management reports on IT Service performance, offering valuable insights for decision-making. Chaired routine service reviews at Managing Director levels, systematically evaluating and documenting performance against SLA/OLA metrics and highlighting successes.. Collaborated with other Service Engagement Managers to ensure the consistent delivery of best practices, thereby driving continuous improvements. Proactively sought enhancements to elevate the standard of service provided by the Service Engagement Manager team. Conducted regular site visits at assigned locations, actively supporting operational teams in the implementation of site-related improvements and small change activities, including process onboarding and application upgrades.

 Led service delivery for 1800+ users across three UK sites, collaborating with suppliers to maintain application roadmaps and manage a comprehensive database of in-use applications. Established an internal work framework, fostering collaboration with crucial third-party IT suppliers for eSure's IT services. Worked closely with internal teams, addressing business needs and advising senior management on risks and issues, navigating through commercial and licensing obligations. Demonstrated a profound understanding of the eSure application landscape, facilitating technical incident resolution and service restoration. Spearheaded continuous improvement initiatives and managed changes impacting the application portfolio for agile and responsive service delivery. Collaborated with IT Architecture, EUC Management, and Security teams to strategically plan for the future of services, aligning with organizational goals. Evaluated and defined the total cost of ownership (TCO) for services, contributing to informed decision-making and resource allocation. Actively participated in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for new services, ensuring alignment with performance expectations and organizational standards.

 Managed a diverse portfolio of 5 major clients spanning industries such as Media, Insurance, Network Providers, and Energy. Cultivated robust relationships with clients and key business unit stakeholders, showcasing strong relationship-building skills. Advocated for client satisfaction by ensuring services adhered to agreed-upon definitions, Service Level Agreements, and other contractual obligations. Collaborated closely with service delivery and vendor management teams to identify optimal methods for purchase and procurement. Established evaluation criteria, assessed alternative options, and played a key role in selecting the most appropriate vendors/suppliers. Developed and managed an annual operational budget, working collaboratively with the commercial team to ensure timely and accurate monthly billing. Provided successful consultation to legal representatives within Dimension Data, addressing contract escalations through effective contract governance.

 Led the strategic support for a Top 5 Power Company, overseeing 2500 users and 450 services, and concurrently managed a team of 15 Technical Specialists in the Enterprise delivery space. Pioneered team motivation, coaching, and development, along with full HR management responsibilities, including regular 1-2-1 meetings and recruitment activities. Identified employee training needs, organized and conducted training interventions, and provided valuable business advice and technical consultation. Served as a Senior Technical Escalation Point for problem support, actively involved in management, resolution, and communication of complex issues.  Contributed significantly to the continuous development and enhancement of technologies, tools, and processes, playing a key role in improving delivery, direction, and planning for the business client.