As an ITSM Consultant for a Managed Service Provider (MSP), I deliver comprehensive IT service management consulting services. This includes facilitating ITIL training and conducting thorough process reviews for Request, Incident, Problem, and Change Management. I also focus on enhancing the existing ITSM tool to improve operational efficiency. Additionally, I provide expert support for handling Incidents, Major Incidents, Problems, and Changes to ensure seamless service delivery and continuous improvement within the organization.Key Accomplishments:• Effectively oriented, trained, and supervised a diverse IT team and delivered comprehensive training sessions for key personnel to clearly distinguish between Requests, Incidents, Problems, and Changes. This initiative led to more accurate ticket categorization, enhancing reporting precision.• Created detailed documentation for Request, Incident, Major Incident, Problem, and Change processes and policies. This resource ensures alignment and clarity across the team.• Established and enforced compliance with federal, provincial, and local regulations, resulting in improved quality outcomes and adherence to industry standards.• Support team, fostering a collaborative environment and enhancing team knowledge and performance.

Lead the support for IT Service Management (ITSM), Customer Service Management (CSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Service Portfolio Management (SPM), Governance, Risk, and Compliance (GRC), and HR Service Delivery (HRSD) processes through expert technical consulting and digital transformation initiatives. Drive continuous improvement efforts and manage IT service management operations in collaboration with Quintica specialists, utilizing the ServiceNow enterprise-wide platform to enhance efficiency and effectiveness at a major service provider (MSP).Key Accomplishments:• Successfully managed the Service Management Office (SMO) at Injazat (MSP) overseeing a portfolio of over 67 clients on a 24/7 basis. • Developed strategic roadmaps spanning from 30 days to 3 years.• Implementing best practices for continual service improvement.• Built and mentored SMO teams to enhance performance.• Setup and facilitated the Agile/Scrum sprint cycles for various types of releases• Provided 24-hour on-call support for Major Incidents.• Overseeing daily Request, Incident, Problem, and Change management activities to ensure tickets were resolved/implemented and closed within SLA agreed times.• Delivered strategic consulting to key clients, including ADDA, G42, ADNOC, IHS, and JAZZ, throughout various phases of project implementation, ensuring alignment with organizational goals.• Attended client meetings both onsite and remotely, fostering effective communication and a comprehensive understanding of client needs and expectations.• Led workshops focused on process improvement, significantly enhancing operational efficiency and effectiveness.• Reviewed, updated, and contributed to the creation of Requests for Proposals (RFPs), Statements of Work (SOWs), Transition Plans, and other relevant documentation, ensuring alignment with project objectives.• Please read CV for more...........

Responsible for overseeing the design, implementation, and continuous improvement of IT service delivery processes to meet business objectives. My role involved leading teams responsible for providing both administrative and development support to the platform, as well as teams managing the incident, problem, change, CMDB, knowledge and service request processes, ensuring alignment with ITIL best practices and business requirements. I worked closely with senior leadership, IT operations, and external vendors to develop service strategies, enhance operational efficiency, and ensure high-quality service performance. Additionally, I was accountable for driving service level agreements (SLAs), optimizing service desk operations, managing budgets, serving as the product owner of the enterprise-wide ServiceNow platform, and fostering a culture of service excellence and continuous improvement across the organization.Key Accomplishments:• Spearheaded the creation, promotion, and support of IT service management processes, policies, and procedures across key areas, including Request Fulfilment, Incident Management, Major Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Service Level Management, Asset Management, and Project Portfolio Management (ITSM pro, SPM, ITAM & GRC).• Led the development and facilitation of Disaster Recovery workshops, exercises, and templates for Standard Operating Procedures and checklists, establishing a robust service continuity framework.• Successfully negotiated contracts with vendors, facilitating the replacement of the legacy ITSM platform with ServiceNow, ensuring a smooth transition and alignment with business goals.• See CV for more info.

Providing ITSM strategy and Change Management related duties.

Providing ITSM solutions to various companies. ITIL Workshops, ITIL training, and continuous service improvement. Part Time.

Strategic advisor for IT Change, Incident, Problem Management, Service Catalog, Asset Management and ITSM tooling. Creation of new Incident and Problem process and review and update current Change process. Providing training to IT Staff on Change, Incident, and Problem and chairing of the CABs. Updating Remedy with new requirements and removing obsolete fields/data.

Providing ITSM solutions to various companies. ITIL Workshops, ITIL training, and continuous service improvement.

Creating internal processes for customer request to deployment and gathering requirements in project portfolio management(Project, Release, Sprints, Stories, Scrum tasks). Ensuring customers are given advice on best practice.

Accountable for Request Fulfillment, Service Desk, Major Incident, Problem, Change, Release Management and Service Assurance Teams as well as there Policy, Processes and Procedures.Provided gap analysis and road map on ITSM for People, Process & Technology.Training, mentoring, process improvement and out with redundant and in with new technology.

As the largest publisher by circulation of paid English-language daily newspapers in Canada, Postmedia Network represents some of the country's oldest and best known media brands. Reaching millions of Canadians every week, Postmedia Network engages readers and offers advertisers and marketers integrated solutions to effectively reach target audiences through a variety of print, online, digital and mobile platforms.I am accountable for all corporate IT Service Management Policies, Procedures, Processes, ServiceNow IT Service Management Suite and management of the IT Service Management teams.Managed the SACM project with Vendor. Cleaned up CMDB, enabling Service Desk to be more accurate in reporting which CI was the cause.Achievement’s so far: Decreased Incidents by 82.89% and Increased Service Requests by 67.82 of 30th June 2013.

Reviewed the MSP’s(IBM) Incident, Major Incident & Problem Management Process, Procedure, work instructions and guidelines(working with Incident, Problem and Support teams)whilst providing gap analysis, recommendations and action plan to improve the effectiveness and efficiency of the teams that use these processes. Updated and communicated documentation on time for audit inspection in November

Define, plan and propose timelines for agreed deliverables and lead implementation of projects. Create new Change Management process/procedures and review and update Problem Management process/procedures. Using my persuasive and assertive skills in service transition, change/release and problem management I was able to minimize the risk of impact to the business when service(s) went live. • Manage Change/Release/Deployment into Pre/Prod & Prod.• Manager Service analysts that verified and validated the artefacts delivered meet the Acceptance into service criteria.• UAT & end user training provided for new ITSM tool/processes

Responsible for ensuring standardizd methods and procedures are used for efficient handling of all changes to minimize the impact of change related incidents upon service quality.Review all changes, Chair CAB, Maintain and publish the portfolio(LI&AT, GDP, GOIFT & CTRM) release schedules and maintenance updates.

Providing ITIL consultancy in Service Support and Delivery at Riyad Bank, Hollandi Bank, Ministry of Interier and Mobily.-- Working with Sales Account Managers to gain new business and work on proposals with Ejada and Third Parties.-- Provide lead input to head of Change Management at Riyad Bank on ITIL processes and requirements for implementation and ISO/IEC 2000 compliance.-- Setup the PMO team for the Data Wharehouse project at Riyad Bank.

Due to the Buncefield oil disaster on December 11, 2005 which destroyed Northgate's head office, disaster recovery was invoked and the support staff were based at Sunguards disaster recovery site at Hounslow. -- Create ITIL processes for change/release & problem. -- Set up the CAB/ECAB, Distribute and communicate the new processes and enforce and educate support staff.-- Then lead the automation of Change/Release/CMDB using ASSYST tool.-- Provide various reports to snr management, attend daily, weekly and adhoc meetings(problems, issues, changes, releases).-- One point contact for Sunguard and customers.-- Train two staff in change/release/config management.-- Work closely with Project Managers

My role was to merge the IT and CIS process and have one Change Management process.-- Set up the Problem Management Team-- Recruit the Environmental Manager-- Manage the Service Desk, Problem, Change, Configuration and Environmental team.-- Provide training and coaching for staff-- Manage Major incidents from inception to completion-- Develop new strategies-- Performance Reviews-- Provide various reports to senior Management-- Make recommendations on best tools for the job-- Single point of contact for high impacting incidents/problems/changes-- Test Incident Reports-- Attend project, MI, adhoc meetings and chair CAB/Problem and team meetings.

Working on Projects and Release changes from inception to completion.-- Chair CAB/ECAB-- Attend Release, Project and Defect meetings-- Communicate changes to relevant areas for review, authorisation and implementation.-- Review impacts and risks of implementing changes.-- Liase with Third party suppliers-- Manage Change Process for internal/external changes-- Approve/Reject changes based on accuracy of data.-- Work closely Technical Support/Developement/Service Delivery and Business users.-- Prioritising changs-- Distribution of Forward Schedule of Change and Project/Release Plan -- Provide various reports to Senior Management.-- Enforce Change Managemnt process.

Working as part of the Change Management Business Enterprise Programme Office to 'tidy up' existing process and procedures before go live date 02/01/03• Responsible for Change, Problem and risk team. Day to day running. (5 members).• Review Change and Problem documentation and advise on amendments based on ITIL.• Chair CAB/ECAB and Problem meetings.• Train Change and Problem staff.• Ensure all manager`s, team leaders are aware of the new process and procedures.• Attend Project meetings

European Change Manager (London, Zurich, Frankfurt, Luxembourg) Working for E- Investment Services Europe on the online brokerage system (600million pound project) .This was CSPB's first online initative enabling customers to buy and sell shares via the Internet. The projected customer base consisted of 500,000 users with the ability to trade on any exchange in any currency, from any location. Hired as the Change Manager from phase one to assess the environment, provide in-depth analysis of the change deliverables, implement the change process through workshops and document the process. The overall objective was to gain compliance across all of Credit Suisse First Boston platforms by liasing with all IT departments and business units throughout Europe. The rollout included UK, Switzerland, Luxembourg and Germany. • Manage the day to day running of change team. • Responsible for hiring a team of managers for each city – London, Zurich, Frankfurt and Luxembourg to report to me.• Ensure all changes for the e-ISE environment are put into production without error, on time and within budget.• Chair weekly CAB, Implementation and Post Implementation review meetings.• Define and Document new Change process and procedures based on ITIL and ISO90001.• Implement new change process and procedures by gaining compliance from IT Director, Senior IT and Business Managers within e-ISE and CSFB.• Facilitate workshops to define new process and procedures in Zurich and Luxembourg and London• Attend Project meetings.Specific Achievements: Monitored and reduced emergency changes that were potentially costly and unnecessary within the first week. Gained co-operation and adherence to change process across IT departments throughout Europe within three months of project launch.Introduced the housing of documentation and procedures on the company’s intranet.

(London, Amsterdam, Frankfurt, Paris, Brussels, Milan, Dublin, Stockholm, Madrid, Zurich, Hong Kong, Sydney)Hired with responsibility for hiring a team(s) and implementing change, incident, major incident, problem and cmdb process from its inception and then reviewing SLAs. It was essential to gain the buy in from C-level Directors to lower management across Europe and Asia-Pacific and work collaboratively with the IT consultancy (EDS) to ensure the success of the implementation.• Managed team of 20 in the UK and a representative (Service Manager) in each country.• Oversaw the day-to-day running of the change/problem/major incident, Service desk and configuration(Rational) process.• Developed new procedures and processes ensuring that ISO90001 standards were met. • Recommended an on-line service management system to record problems, changes, incidents, service requests & configuration items to increase efficiency and effectiveness of the MIS Department. • Project managed and Implemented HP Openview based on ITIL($1million). and updated procedures and process to reflect new system. Centralized Service Desk in London.• Chaired the Change Advisory Board of over 25 individuals in the UK and one representative from each country, with the objective of gaining compliance of changes within each period.• Introduced 24-hour, 365-day emergency telephone support for priority one problems.• Worked with HP on Service Desk to replace Royal Blue with Open View.

Working within Prutech, the IT department, this was an interim role while the permanent manager was on a leave of absence.• Established, implemented and monitored Change Management processes and procedures.• Ensured Y2K related issues were co-ordinated to an agreed approach in order to prevent potential conflicts with other user services.• Chaired bi-weekly CAB meetings, in London and Reading.• Documented problems, held incident reviews and progress improvements for major changes.• Attend Project meetings

Worked as part of the Technical Infrastructure Department, the bank was converting from SDLM system to INFOMAN. Hired to document a regression test and further test plans, then implement them UAT.• Responsible for training 5 trainees on INFOMAN • Implemented the test plan, monitoring it for bugs and reporting the findings to the development team in New York.• Attended CAB/Project meetings and facilitated training workshops.• Added items to the configuration database.• Worked with end-users on INFORMAN and BAU for change management.

Hired on a contract basis, previously performed roles as problem analyst and computer operator. • Provided accurate risk assessment against technical and scheduling requirements for 28 Mainframe systems.• Authorised/rejected change requests as appropriate to support the end-to-end service to strict business requirements.• Provided weekly schedule, detailing the changes that would take place over the weekend.• Chaired weekly change meetings.• Attended weekly capacity/project meetings and participated on Y2K compliance team.• Supported Operation Analyst teams wherever possible, by providing documentation and process improvements in operational practice and standards.• Provided cover for Operations Analysts when necessary.

Starting off as Trainee operator before working way up. Ran all production work, fixing JCL / Hardware errors. Deputized for Ops Manager and trained junior staff. Attended meetings and generated reports for the management team. Documented problems and implemented changes via INFORMAN.