Lead IT Service Management to develop and elevate the Servicenow platform strategy and ITIL service management processes, to ensure operational efficiency, process maturity, risk management and enhance the employee experience

Manage IT Infrastructure and Operations delivery risks for process and system controls and identify mitigation and reduction of associated risk due to substantial company growth and new regulatory requirements.Partnered with various teams, including IS Infrastructure, Information Security, Internal Audit, and Enterprise Risk Management, to identify opportunities for risk reduction during company growth and new regulatory requirements.Additionally, responsible for growing a team of technical writers and process engineers to support service delivery and operational readiness. I have designed and implemented a Governance, Risk and Compliance (GRC) process within ServiceNow, which involved migrating and divesting from fragmented, multi-sourced systems and integrating with the Enterprise GRC system, engaging ServiceNow specialist partner to support the implementation of GRC.Grown and built a team that supports operational process engagement, technical writing, and metrics reporting, providing operational transparency. Migrated legacy reporting processes to Enterprise Business Intelligence (BI) tools to initiate a "Metrics that Matter" program. This program focuses on collecting and analyzing metrics that are relevant to the organization's goals and objectives.Developed and initiated a program to train IT colleagues on ITIL, a set of best practices for IT service management. This program provided ITIL training to over 90% of IT colleagues, improving their understanding of IT service management and enhancing the organization's overall IT service delivery capabilities.

Hired as Project Manager to migrate the legacy IT Change Management Platform and enable a scalable enterprise ITIL function to ensure control and stability of business service availability across all IT environments.* Defined project schedules, coordinated project activities and scheduled regular communication plans* Successfully implemented ITSM ServiceNow Change Management module delivery within time and budget* Identified opportunities for enhancements and refinements to standards and processes using SWOT analysis* Managed internal and vendor relationships to ensure effective usage of resources* Technical coordination and implementation to provide customized best practices and leadership* Stakeholder management of C level sponsorship and presented at Service Management Office (SMO) meetings* Gathered end user requirements to implement desired process within an ITSM framework* Designed and developed documents published on multiple media sources* Established and managed development life cycle (SDLC) and QA development* Developed Continual Service Program (CSI) to build upon initial deliverables* Identified Critical Success Factors (CSF) to maintain user adoption* Managed the Change Management process operationally to support the existing team.

Responsible to lead worldwide deployment of company’s first Global IT Discovery and Configuration Management Systems (CMS). Coordinated teams in all departments, implemented ITIL best practices, and drove global delivery. Responsible for key operations products and ensuring successful implementation to meet expected business outcomes. * Successfully project Managed the implementation of a Global infrastructure discovery application within $400,000 budget and on time to establish total ownership of large server infrastructure estate helping to underpin ITSM functions.* Produced approved Business Case’s for several projects ranging from $70,000 - $400,000* Accomplished requirements gathering from end-users, including project sponsors and senior management representing various business lines which helped priorities deliverables* Completed process designs using process flows and business modeling techniques benefitting GAP analyses exercises.* Managed application integrations with several legacy applications providing more real-time information used powerfully when incidents occurred. * Provided global end-user training and designed the delivery of material and programs.* Established KRIs and KPIs represented in weekly/monthly/annual statistics, management reports, and project cards. * Simplified and automated the global asset and inventory process to reduce resource overhead by 20 percent.* Engaged and built inter-team relationships with additional infrastructure teams helping drive key activities :- Global Windows 2003 refresh program, data centre consolidations, security audits, software licensing reviews and virtualization activities.

Managed IT infrastructure and Assets program, optimizing a server infrastructure which was uncoordinated and cumbersome. Expanded project into all related departments. Reduced legacy hardware expenses, enabled greater data transparency, and improved Vendor Management. Routinely interfaced with upper management, project managers, applications managers, infrastructure teams, and third-party vendors.* Enhanced and improved the data quality within several Inventory repositories.* Improved business reporting capabilities by helping to provide data on-demand and normalization of data by working with the database team to produce a Federated SQL reporting tool.* Help delivered high-profile project under aggressive deadlines concerning data centre migrations to help reduce total cost of ownership.* Established a working relationship with legacy third-party vendors to achieve the desired outcome for both the inventory tools and asset disposal process reducing the operational costs.* Managed and initiated data verification exercises, including physical audits and IT asset attribute values.

Contracted role within the Change, Release, and Configuration Team consisting of four Change Analysts, two Release Analysts, and one IT Asset Analyst. Ensured the Change Management process was adhered to from both a local and global perspective within a Global Investment Banking IT Infrastructure.* Analyzed all requests for compliance change management guidelines for London, achieving a 96% successful completion.* Identified risk and impact, validated classifications, revised implementation plans, challenged suspect requests, and ensured appropriate level of approval and communication across the organization. * Highlighted and proactively managed change issues and coordinated their resolution (scheduling conflicts, compliance with standards, and procedures).* Chaired weekly Change Control Board meetings and conference calls with global Change Management teams.

Responsible for the change management process across the UK, comprising one major site and four subsidiary sites. Managed IT changes within a fast paced financial trading environment.* Overviewed current process in-line with ITIL practice ensuring efficient and prompt handling of all IT changes* Initiated service improvement programs to establish a well maintained Change Management process* Attended and chaired weekly business reviews to ensure quality of service is being provided* Assist to achieve the overall SLA targets by ensuring that the change management process is rigorously adhered to * Produced daily, weekly and monthly reports representing reactive and pro-active overviews* Awareness and understanding of the financial trading business ensuring that the change management process contributes to the delivery of service * Liaise with other IT departments to establish a forward schedule of changes representing an overview of the recourses required * Leveraged global change contacts and provided input to the integration of a global Change Management process to minimize operational risk

Joined to be responsible for the IT Change Management process for the European hub site and 36 terminal sites. Managed various types of changes to the IT environment. Subject area expert to establish ITIL throughout the U.K. Transformed change management process at site level to adhere to best practices and enabled ITIL to leveraged at other sites throughout U.K.* Transformed the Change Management process at site level to adhere to best practice guidelines established by ITIL. The documentation produced is now used at UK level across other sites* Increasing the throughput volume of changes by eight-fold from initial start of role, whilst simultaneously decreasing the amount of major incidents* Educating and training various business streams to ensure current processes are adhered to* Establishing an awareness campaign to facilitate the Change Management process* Observing and compiling documentation, and evaluating other sites’ Change Management processes within the UK to help overcome process deficiencies* Producing measurement data, Change Management summaries and detailed reports for various levels of management* Interfacing with functional support groups as necessary* Contributing at both regional and global levels of Change Management* Training new Change Managers* Chairing the weekly Hemel Cluster Change Board meeting which typically consists on average of twenty people from various different business streams

Promoted to manage team of eight staff on shift rota and the operation of a Service Desk supporting the EPOS hardware and software for five clients with over 200 retail convenience stores based in the UK and Europe.Built and managed team of helpdesk professionals and ensured that SLAs measured and achieved. Managed resolution of problems and used optimal escalation procedures. Routinely measured group’s productivity.* Built and managed an efficient and motivated team of Help Desk operatives meeting the agreed SLAs* Provided extended support to further the existing customer base* Managed the resolution of all problems handled by the Help Desk, using appropriate escalation procedures* Pro-active call management in seeking out problems and finding solutions to reduce call volumes* Measured the productivity, efficiency and performance of the Help Desk, to seek improvement* Liaised with a development team to deliver the new and improved functionality software* Defined and structured clear working procedures

Promoted to be responsible for six staff on shift rota and the operating of a Service Desk within a medium-sized company to support the EPOS hardware and software in over 600 European retail convenience stores.* Achieved a complete turn around of service performance to meet the Service Level Agreement* Arranged meetings with clients on regular basis, incorporating visits to client sites* Preparation of statistical data* Managed the process of organizing and developing an efficient and focused team* Encouraged and motivated a team of six members * Integrated within other departments involving project management and sales

Team member to provide IT support to retail systems.* Served as the original team member within the existing team.* Maintained a continuous level of product knowledge.* Gained responsibility of second line support.* Visited customer sites involving the training of new and existing users.* Co-ordinated on site installations and software upgrade projects.* Development and training of colleague’s skill base.