IT Service Manager | ITSM & Service Governance | Application Service Management

IT Service Management (ITSM) & ITIL
Over 15 years of experience in IT service management and governance, covering Incident, Problem, Change and Release Management based on ITIL frameworks. Formal ITIL Foundation certification plus four ITIL Intermediate certifications (SOA, OSA, PPO, RCV).

Technology Risk & Control Governance
End-to-end vulnerability lifecycle management across hybrid on-premises and Microsoft Azure environments, including remediation governance, escalation of overdue or high-risk items, risk-acceptance and exception processes, and GRC stakeholder coordination.

ServiceNow & ITSM Tooling
Extensive use of ServiceNow for Change, Incident, Problem and Vulnerability Response management. Additional hands-on experience with Jira, Confluence, SharePoint and BMC Remedy for workflow automation, reporting and process visibility.

Change Management & CAB Coordination
Global ITIL Change Management across EMEIA, US and APAC environments, including RFC quality assessment, CAB meeting facilitation, production-deployment approvals and change governance improvement.

Major Incident Coordination
Coordination of Severity 1 incidents across distributed support teams, including SLA/OLA performance monitoring, escalation management and post-incident review activities.

Service Transition & Operational Readiness
Technical Readiness gatekeeping for Service Introduction and Transition into Support, validating production-readiness evidence, support models, T1-T3 responsibilities, escalation/RACI, SLA/OLA, monitoring/alerting, rollback and DR/BCP readiness.

Problem Management & RCA
Structured Problem Management including RCA, 5 Whys analysis, PIR/RCA activity coordination, consolidation of technical inputs from engineering teams and tracking of corrective actions to closure.

SLA/OLA Monitoring & Reporting
Monitoring and reporting of SLA/OLA performance across production operations, with experience in Continuous Service Improvement reviews and deployment discipline improvements.

Microsoft Azure & Cloud Governance
Governance and analysis of Azure environments using tools such as ServiceNow Vulnerability Response, Wiz and Microsoft Defender for Cloud. Microsoft Certified: Azure Fundamentals AZ-900.

Stakeholder Management & International Coordination
Coordination of international stakeholders across global business streams, including management reporting, training delivery and cross-functional process/workflow optimization.