With over 20 years of experience in the IT industry, I am a seasoned professional with a passion for delivering high-quality ICT service management and governance outcomes. I have a proven track record of managing services across diverse IT operations, ensuring alignment with external SLAs and internal MoUs, and driving continuous improvement initiatives. I have a lot of experience in IT Service Management (ITSM) frameworks, methodologies, and tools, and I am always eager to learn new skills and technologies. I enjoy working with cross-functional teams and stakeholders, and I value collaboration, communication, and customer satisfaction. I am currently looking for new opportunities to leverage my ITSM skills and experience in a dynamic and challenging environment.In my most recent role as Operational Performance Manager at Chorus NZ, I was responsible for operational day-to-day ICT service management governance predominantly in the areas of problem, incident, and change management. I maintained supplier service delivery levels to their external SLAs and internal stakeholder MoUs within a fully outsourced ICT model. I also provided an operational escalation point for times when existing governance was either inadequate or the right outcomes were not being achieved. I managed major incident restoration initiatives and led technical service restore activities. I interfaced both with internal and external development and technical specialist teams, and with stakeholders and end users as needed. I managed subsequent root cause analysis activity and maintained a service improvement register, applying my process improvement, ITSM, and IT operations skills to ensure the optimal performance and availability of the ICT services and systems.