Stephen Abbott Email & Phone Number

Fractional Leader in ICT Operations, Service Management and Statistical Reporting, supporting operational performance and loyalty behaviors and incentives. An ICT Service Management professional with extensive experience applying the ITIL best practices framework within the largest telecommunications provider in Atlantic Canada. As the Senior Manager- Network Operations; I developed and implemented the roadmap, processes, operational procedures and key roles for Service Management, Service Desk, Change Management, Incident Management, Problem Management, Configuration Management and NOC. Proficient in Project Management (CAPM) and Business Change Management practices and the impacts on organizational behavior. More than 3 decades of experience in technical team leadership, including partnership and vendor management for both onshore and offshore operations. Experience with selection, recruitment, management and development of technical support resources. Delivered multiple Service Management related presentations to audiences attending International ITIL Conferences, Senior Executives and Enterprise Customer groups.Before retiring, I was responsible for the end-to-end Delivery and Service Assurance aspects of Bell Aliant's flagship Fibe (FTTH), IPTV, Internet and Home Security services. Lead a team of 'hands on' experts in the field of ITIL Service Management, responsible for Incident, Change, Problem and Service Level Management. Have responsibility for managing outsourced Tier II Broadband, TV applications, VOD and Voice Test functions on behalf of Network Services. Senior Manager of INOC and BNIC operational teams.Pioneered ITIL at Bell Aliant in 2000Implemented Service Desk, Incident, Change, Problem & SLM processes Established Change Management & Service Management functional teamsCofounder of itSMF Atlantic Canada Chapter (VP Membership 2002)Provide ITIL Consulting Services and Awareness Training to Enterprise customers5 Time Presenter of ITIL Best Practices at International ITSM Conference (Pink Elephant)ITIL V2 Certifications IPSR, IPRC, IPADITIL V3 Certifications Foundations, Service Transition

Listed skills include Business Analysis, Cloud Computing, Product Management, Solution Selling, and 29 others.