• Experienced Service Management, Service Desk and Continual Service Improvement professional
• Proficient in senior stakeholder management, customer engagement and strategic planning
• Extensive Service Desk, Service Delivery and ISO20000 experience in a local and global environments
• Experience of lean IT, Six Sigma and Kaizen
• Process maturity assessments across all ITIL V3 process using COBIT, ISO2000 and CMMI as a maturity framework
• Experience of lean IT process management, Six Sigma, COBIT
• Involvement in significant IT Projects including department organisational changes, telecoms projects, general IT hardware and application upgrades, Service Management process and Service Desk implementations.
• Supplier and Managed Service expertise, including development of SLAs and OLAs and underpinning Supplier
• CSI Expert including creating a CSI Strategy, CSI Plans and managing Service Improvement Plans
• ITIL v3 trainer and coach
• Service Desk (via SDI) trainer and coach
• Strong and adaptable Leader
• Enthusiastic team player
• Excellent organisation, prioritisation, communication, interpersonal & problem solving skills
• Ability to work under pressure and to deadlines in difficult operational circumstances and in a matrix


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