Sam Thèrin Email & Phone Number

- Vast experience within the IT Service Delivery industry, with a strong knowledge and approach to process/ security and governance controls with specialist skills implementing ITIL framework models to provide best practice within any organisation.- Highly educated and knowledgeable people & performance coach, with over 10 years experience. Qualified Chartered at both Level 3 and Level 5 diploma level with additional experience utilising management coaching/ organisational culture and methodology practices to achieve both individual and team performance. - Proven track record among all work placements, achieving a full 100% SLA and 0 breach rate among all support teams previously managed, applying and implementing best practice frameworks and utilising previous experience to build on customer excellence to embed a culture of performance mentality and realistic deliverables. - Extensive process knowledge and continual service improvement experience, working with all types of business units to improve existing processes and workflows to ensure best possible outcomes. Utilising services we provide today and working with various stakeholders to improve end to end processes.- oversee and coordinate all internal continual service improvement projects across the organisation, ensuring priorities are aligned with business strategy and goals in mind to deliver the highest value benefits to the organisation and stakeholders.Example of the various different industries I have supported below:- Finance and trust - Banking- Fully outsourced managed services- Telco - Patent services - Private client servicesQualifications:- Chartered Management Level 3 (CMI) Full Diploma- Chartered Management Level 5 (CMI) Full Diploma- ITIL v3 Foundation- ITIL V4 Foundation- GoMAD Management Certification and coaching- Effective Coaching Skills - Cherwell Foundation- ServiceNow Foundation- JIRA Foundation - CMI Level 3 - Personal development as a first line manager- CMI Level 3 - Resource planning- CMI Level 3 - Meeting stakeholders needs- CMI Level 3 - Managing and communicating information- CMI Level 3 - Identifying development opportunities- CMI Level 3 - Improving team performance- CMI Level 5 - Introduction to management leadership- CMI Level 5 - Managing team and individual performance- CMI Level 5 - Meeting stakeholder & quality needs- CMI Level 5 - Conducting Management projects - CMI Level 5 - Operational Risk Management- JACS - Handling Difficult conversations- Resilience Management- Mind Jersey - Mental wellbeing in the workplace

Listed skills include Client Interfacing Skills, Procedure Development, Morale, Citrix, and 41 others.