IT Service Delivery Manager with over 8 years of experience in technical support, service desk operations, customer support, and team leadership. Throughout my career, I have progressed from frontline support roles to management positions, leading teams that support UK and US-based customers while delivering strong results in customer satisfaction, service levels, quality, productivity, and operational performance.
My experience includes IT Service Management (ITSM), incident and escalation management, workforce planning, stakeholder engagement, performance management, and continuous service improvement. I have successfully led service desk and customer support teams, managed day-to-day operations, and worked closely with technical and business stakeholders to ensure services are delivered efficiently and aligned with business needs.
I have a strong technical foundation in ServiceNow, Microsoft 365, Active Directory, Identity and Access Management, networking fundamentals, troubleshooting, and end-user support. This allows me to effectively communicate with both technical and non-technical teams and help bridge the gap between technology and business requirements.
I am passionate about developing people, improving processes, and creating a culture of accountability, collaboration, and service excellence. Colleagues know me as a hands-on leader with strong communication skills, a practical approach to problem-solving, and a commitment to delivering positive outcomes for customers, employees, and the business.
I also had the opportunity to participate in hands-on operational training in the United Kingdom, supporting retail technology operations and gaining valuable exposure to international service delivery standards and best practices.
