Ian

Problem/Service Management Consultant

An experienced IT service management professional, able to improve service stability and customer satisfaction by implementing best practice approaches to ITIL processes, stakeholder/vendor management, governance and performance management.
• Planning, implementation and delivery of advanced problem and incident management processes
• Stakeholder relationship management, reporting and communication strategies
• Development, implementation and measurement of SLAs/OLAs and KPIs
• Management of onshore/offshore vendors and managed services
• Implementation of effective process governance, setup and delivery of advisory boards
• Effective team management and developing individuals
• Able to provide facilitation, coaching and training in effective problem solving and decision making

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