Utilised key skills and designed & implemented processes, including; Incident & Problem Management, Request Fulfilment, Change and Release & Deployment Management, Service Asset & Configuration Management, and Service Level Management while achieved set targets and goals.
Competently designed and formulated an Operating Model through COBIT 5 and ITIL V3 2011.
Built the RFI, supported the client to choose ITSM Solution which fulfilled the Operating Model requirements.
Streamlined processes to design lean processes and selected the Outsourced Service Desk provider.
Defined Agile governance and design end-to-end process (From product management until DevOps)
Designed Innovation and Product Management process.
Competently delivered active functional support for the professional designing & implementation of Configuration Management, Service & Asset Management, Application Portfolio Management process, and ING Information Model. Rendered proficiencies for the crafting of a service oriented model to aid Private Cloud program, Configuration Management System (Federated CMDB), and Service Catalogue.
Designed the Service Asset and Configuration Management organisational function.
Improved and restructured the application definition at all key levels of the organisation for smooth functioning.
Designed and aided the communication between the Enterprise Architect, internal stakeholders, and the external technology vendor.
Guaranteed right balance between tactical & strategic objectives and embedded Security & Risk controls into processes.
Designed and implemented the CIA rating policy for all assets & integrated the Risk solution (OCD) with the CMDB
Directed and controlled all functional activities for the continuous performance management and represented an instrumental role for the development of IT Strategy, IT Governance & Risk, Information Security, IT Maturity Assessment, IT Transformation, and Services Management. Utilised astute abilities of innovation and leadership for streamlining IT capabilities for business strategies, and offered an integrated framework optimising resources, investments, and talent within an organisation.
Delivered expertise and proficiencies for the excellent client services experience through in depth analysis of the IT infrastructure/framework by providing IT Governance and mitigated risk and security issues.
Presented simplified solutions to the clients through apt organisation, processing, and realising ideas & requirements through technological initiatives for reshaping organisational structures.
Governed the realisation of a successful framework for; IT as Service, Cloud Strategy, Information Security, Service Catalogue, Demand Management, Service & Asset Management, and Software Asset Management.
Attended the evolving challenges of the Digital Transformation and Innovation through furnishing the 360° pragmatic approach including; collaborative, co-creation and co-construction principles.
Delivered impeccable knowledge and assisted for the Verizon Identity and Access Service Management framework development. Acted as a main point of contact for the client on behalf of the Internal Services Team for a unique solution. Administered all operations of the project and made sure service delivery conform to the Service Level Agreements. Supervised the operations of service request and escalation handling while troubleshoot service level breach. Actively participated in the implementation meetings and evaluated the system and made certain all clients’ specifications are addressed. Contributed to the success of strategic initiatives by governing Service Management projects in accordance to the predefined standard operating procedures.
Upheld superior level of expertise and assessed gaps of the organisational structure and revamped it through the development & implementation of a process-oriented organisational structure for continuous customer support.
Identified the knowledge gaps and conducted learning & development sessions for the technical and project’s cross-functional teams for support engineering and achieved significant improvements in their productivity.
Represented the acme of leadership & development and put-forward the IT vision and strategic insights for the formulation of the IT Transformation Program as well as evaluated Organisational impact, Processes, Adoption and technology for promising results. Governed projects for improvements and proficiently devised the Cloud computing and Business Service Management strategies and roadmap for CxO level management. Oversaw all major Management processes, SLAs and Services Contracts, including; ITIL V3 and COBIT for standardised performance.
Facilitated all facets of the project including; sales & services process transitioning, solutions reliability, problem resolution, and qualitative operations, whilst; met all clients’ requirements and specifications.
Conveniently liaised with the clients’ mission, goals & objectives and resourcefully produced the Transformation into 2 to 3 years roadmap and milestones in association with the customers’ IT strategy.
Efficiently accommodated constructive opinions and shaped client’s requirements into simplified solutions and validated high-level solutions in collaboration with the Technical Solution Architect.
Extensively coordinated with the BMC Service/Partners and Customers for pre/post sales.
Fostered affable relations with the clients and acted as strong quality acumen for the definition of clients’ strategies and crafted service plans at the CxO level. Directed all functions and activities towards the supervision of Service Management methods and project implementation as well as suitable tool selection.
Bolstered operational effectiveness through client IT organisation detailed evaluations and developed specific recommendations while judiciously formed the IT delivery roadmaps.
Established strategic relations with the stakeholders and dexterously developed & organised the technology partnerships across the Belux market, such as; Hewlett Packard (HP) and BMC.
Lead the Service Management implementation projects and contributed to the team efforts by rendering skills and knowledge to them and comprehensively gained all set targets and goals.
Efficaciously conducted training of ITIL Foundation V2 for customers in Belgium, Luxembourg and France.
Organised and facilitated the operations and performed as the Service Level Manager for multiple customers.