Highly experienced ITIL Service Management leader with over 20 years’ experience working in the financial industry.Currently leading on the design and governance of the core ITIL processes within M&G including IT Change Management, IT Service Desk, Problem Management, SLA/Availability Management, Configuration management (CMDB), Discovery & Service Reporting for M&G.I am a confident problem solver with an eye for detail and a naturally challenging mind who is frequently looking to improve anything that is sub-optimal. Specialties include:+ Certified ServiceNow System Administrator. Significant experience working with the platform including being a key member of a large transformation project and implementing annual system upgrades. + Overseeing the delivery of an offshore Service desk with 30+ agents provided by a third party.+ Responsible for the design and governance of the CMDB with over 7 million configuration items both Onprem and in the cloud.+ SLA management – Negotiating, implementing and measuring 300 + infrastructure and application SLAs in addition to underpinning contracts and OLAs.+ ITIL Certified in Service Design and Service Operations including Foundation ITSM V3.+ Business Objects universe designer – Developed various databases within business objects to allow effective reporting solutions to be created from a variety of systems, saving the company £100k’s in external development costs.+ Microsoft office suite SME/Power user+ Good understanding of relational databases and schemas.+ Experience with Power BI, Qlikview, Tableau, SQL, JavaScript, RMS, CA & VBA.