Mariya

ITSM Consultant

I am an IT Service Delivery Manager with over 15 years of experience, in both, small and large organizations in a multi-site environment, with most recent roles as a Service Delivery Manager in the Housing Sector.
I specialize in IT Service Management, Service Desk – SLAs, OLAs, performance metrics and KPIs, Incident/Problem/Change and Vendor Management.
I have experience producing monthly Service Delivery Reports and KPIs, performing root cause analysis and implementing improvements where necessary. Have implemented CSI (Continual Service Improvement) register in 2 organisations.
My background is technical, so I understand complex technical issues and able to deal with escalations. During my career, I have also performed the role of a Business Relationship Manager, engaging with key stakeholders and Exec members.
I have extensive knowledge of the ITIL Framework with Intermediate Certificates in IT Strategy, Transition, Service Operations and CSI. I have applied this knowledge in ITIL Structured organisations – both in the public and private sector.

Industry Knowledge:
ITIL
IT Service Management
Incident & Problem Management
SLAs
Change Management
Business Process Improvement
Vendor Management
Business Continuity
Reporting / KPIs
Software Licensing
IT Procurement
Mobile Engineering
Agile Environment

Interpersonal Skills:
Customer Service Skills
Communication Skills
Team Management
Coaching
Business Relationship Management
Problem Solving
Decision Making
Negotiation

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