As Senior Manager IT Operations at Systems Limited, I am leading the operational excellence of IT support, managing a team to ensure efficient and timely resolution of over 5,000 monthly requests for a rapidly growing organization of 8,000+ employees. My role focuses on driving operational improvements, streamlining service delivery, and enhancing cross-departmental collaboration to ensure seamless business continuity.Operational Leadership: Oversee and optimize IT operations across multiple locations, leading efforts to improve SLA compliance to over 95% and reducing resolution times by 20%, with 80% of requests now fulfilled within 0-2 hours.Service Desk Implementation: Spearheaded the successful implementation of a Service Desk, streamlining workflows and enabling rapid response times, enhancing user satisfaction across the company. Process & Performance Optimization: Introduced ITIL-compliant processes, SOPs, and documentation initiatives that have driven significant improvements in service quality and customer satisfaction scores (CSAT).Cross-functional Collaboration: Partner closely with internal departments such as HR, Finance, and Marketing to align IT operations with overall business needs, ensuring efficient IT support and alignment with company-wide objectives.Through these initiatives, I have helped create a more agile, responsive IT function capable of supporting the growing operational demands of the organization. Key Achievements: Reduced resolution times by 20%, with 80% of tickets resolved within 0-2 hours. Improved SLA compliance to over 95% through strategic process optimizations. Successfully implemented an ITIL-compliant Service Desk, handling 5,000+ monthly tickets. Significantly enhanced CSAT scores by implementing better processes and team collaboration efforts.