Louis Dreyfus Company

Reporting directly to the Head of IT, the Senior ITSM and Tooling Service Delivery Manager plays a pivotal role in establishing and leading the IT Service Management and Tooling domains.

Key Responsibilities:
Develop Service management strategies, identifying and managing staff, tools, and specialized support requirements to ensure operational and support processes are optimal.
Accountable for ensuring that processes are fit for purpose, efficient, effective, and aligned with business requirements and strategy.
Provide tactical and strategic recommendations based on ITSM Key Performance Indicators to drive continuous improvement.
Lead and mentor ITSM process managers, fostering their professional growth and ensuring superior quality and execution of ITSM processes.
Promote and champion the benefits of Incident, Crisis, Problem, Change, Transition to RUN, Continual Service Improvement, Configuration Management Database, and other IT Service Management processes.
Manage resource allocation, including yearly employee reviews, cost analysis, and employee training to enhance team performance and capabilities.
Oversee budgets for the ITSM and Tooling Teams, ensuring efficient utilization of resources.
Identify opportunities for Service Improvements through active engagement with operational teams and key stakeholders.
Ensure integration and continuity of Service Management Process Model, Tooling, and Support Model, providing Subject Matter Expert support to process and service owners.
Design, test, and execute Disaster Recovery Planning (DRP) processes to ensure business continuity in case of emergencies or disasters.
Develop and execute an ITSM process maturity audit framework to ensure adherence to established standard.

Senior Service Delivery Manager - IT Service Management and Tooling

The IT Service Management Manager key responsibilities are to own, develop and improve the effectiveness and efficiency of the ITIL processes. The role is leading strategically operational teams (Incident, Problem, Change Management, Reporting & Performance, Configuration Management) to ensure company targets are met and process adherence is on the desired level.

Manager - IT Global Service Management

The Service Delivery Manager's role focuses on keeping business satisfied with the company's services through managing RUN support, fixing any reliability issues, tracking and improving service metrics, and helping lead the professionals responsible for getting services delivered at high-quality standards.

Establish Delivery Processes: 
A key part of the role of a Service Delivery Manager is to establish and refine delivery processes. 
Supervise Staff:
Service Delivery Managers oversee employees in different stages of the delivery process.
The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.
Create Cost-Effective Systems:
A common task for Service Delivery Manager is to ensure that processes are efficient and cost-effective.

Global Front Office Service Delivery Manager

DXC Technology

The Incident Process Lead has end-to-end accountability for the Incident Management process, standards and strategic direction of the process within the account. APL is the liaison between the Incident Manager, Critical Incident Management team, Lifecycle custodians and Account Senior Management.Manage/deliver contracted SLA performance for incident management and ensures strict interlock with other processes as Problem and Change management. Close interaction with Service desk, Strategic/major incidents, and escalation management; As part of this role APL is also giving advisory on deployment of projects, securing there will be no deviations from the standard process causing negative impact on Customer's business.

Incident Process Owner - Rolls-Royce Account

Hewlett Packard Enterprise

The Incident Process Lead has end-to-end accountability for the Incident Management process, standards and strategic direction of the process within the account.  APL is the liaison between the Incident Manager, Critical Incident Management team, Lifecycle custodians and Account Senior Management.Manage/deliver contracted SLA performance for incident management and ensures strict interlock with other processes as Problem and Change management. Close interaction with Service desk, Strategic/major incidents, and escalation management; As part of this role APL is also giving advisory on deployment of projects, securing there will be no deviations from the standard process causing negative impact on Customer's business.

Incident Management Process Lead 

The Incident Process Owner has end-to-end accountability for the Incident Management process, standards and strategic direction of the process within the account. APL is the liaison between the Incident Manager, Critical Incident Management team,Lifecycle custodians and Account Senior Management.Manage/deliver contracted SLA performance for incident management and ensures strict interlock with other processes as Problem and Change management. Close interaction with Service desk, Strategic/major incidents, and escalation management; As part of this role APL is also giving advisory on deployment of projects, securing there will be no deviations from the standard process causing negative impact on Customer's business.

Incident Management Process Owner

Adecco

The objective of the MoF Incident Manager Role is to monitor and improve the Incident Management process on behalf of Ericsson as Hewlett-Packard Customer.
The Incident Manager is responsible for managing and driving the Service Restoration effort
following of Severity 1, 2 Incidents and publishing regular relevant information regarding the
incident resolution status in the service outage notification tool.
The role is in charge for providing direction and communication needed to resolve the already
existed incident as per the agreed SLA thresholds.
Role is performed by Management Of IPCC within the operational process to provide a strategic
direction across the delivery of the multi-sourced services or of a subset of them.

Service Integrator Major Incident Manager

“KAT” Ltd

Initiates and coordinates development of action plans to penetrate new markets.
Research and develop strategies and plans which identify marketing opportunities, 
direct marketing, and new project development.Establish and maintaining current 
client and potential client relationships.

Sales and Marketing Manager

With years of experience in global leadership and SME roles, I focus on delivering real, measurable value—whether through optimizing IT processes, implementing best practices like ITIL, COBIT, SAFe Agile or fostering collaboration across multicultural teams. Simplifying complexity, enhancing customer experiences, and empowering teams to achieve their best are at the heart of my approach.

If you’re interested in practical solutions, impactful servant leadership, and meaningful change in IT Operations, let’s connect and exchange ideas.

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