IT Service Delivery & Operations
As a Senior IT Leader, I establish and direct large-scale, performance-driven IT support operations. By deploying modern ITSM platforms and focusing on data, my teams consistently exceed SLA targets and achieve high user satisfaction.
Tangible Results & Business Impact
SLA Compliance Achieved
Improvement in First-Call Resolution
Traceability Between Incidents & Assets
Overall User Satisfaction Score
1. ITSM Platform Deployment
To move beyond fragmented processes, I implemented an integrated ITSM platform, transforming how we manage and deliver technology services across the organization.
- Deployed integrated modules for Service Desk, Problem, Change, and Asset Management.
- Established clear SLAs and performance dashboards for data-driven decision making.
- Achieved full integration between incidents, changes, assets, and vendors for complete traceability.
2. Automation and Efficiency
Manual tasks were a key bottleneck. I led the automation of workflows to improve efficiency, reduce resolution times, and provide a better user experience.
- Developed incident templates and dynamic request forms to standardize data capture.
- Created a comprehensive service catalog structure with defined business rules and approval flows.
- Introduced intelligent templates and explored GenAI for future service delivery enhancements.
3. Strategic Team Reorganization
Technology alone is not enough. I executed a strategic reorganization of our support personnel to better align with service demands and improve availability.
- Led the physical relocation of the support team to a more central and efficient workspace.
- Identified key tasks that could be delegated to optimize internal resources.
- Strategically subcontracted technical staff to fill skill gaps and enhance service availability during peak hours.