Prashil Patel 👋

Colonial First State

Key Responsibilities and Achievements:

• Led the successful implementation of ITIL processes across the organization, improving service delivery and operational efficiency.
• Continuously analyzed and refined ITIL processes, resulting in a 20% reduction in incident resolution time and a 15% increase in customer satisfaction.
• Managed and resolved high-priority incidents, minimizing downtime and ensuring service continuity.
• Conducted thorough root cause analyses for recurring issues and implemented permanent solutions, reducing incident recurrence by 25%.
• Oversaw the change management process, ensuring that all changes were thoroughly reviewed, approved, and communicated effectively.
• Established and monitored key performance indicators (KPIs) for the application support teams, leading to a 10% improvement in first-call resolution rates.
• Maintained strong relationships with key stakeholders and end-users, ensuring their needs and expectations were met.
• Conducted training sessions for staff on ITSM best practices and new tools, enhancing the overall competence and productivity of the team.
• Proficient in using various ITSM tools such as ServiceNow for incident tracking, change management, and service request fulfilment.
• Spearheaded automation initiatives that integrated ITSM tools with other enterprise systems (e.g. Microsoft Teams, resulting in streamlined operations and reduced manual effort.
• Implemented regular feedback loops with users and stakeholders to identify areas for improvement and drive continuous service enhancement.
• Conducted benchmarking against industry standards and prepared detailed reports for senior management, demonstrating the value and impact of ITSM initiatives.

Service Delivery Lead - IT Service Management & IT Operations

Commonwealth Bank

As a Service Delivery Lead my key responsibilities included incident management, problem resolution, and ensuring service level agreements (SLAs) are met. I utilized ITIL methodologies to streamline processes, improve service delivery, and enhance user satisfaction. My role often involves coordinating with vendors, various IT teams, analyzing service performance metrics, and implementing continuous improvement initiatives. With a strong focus on customer service, I exceled in communication, problem-solving, and strategic planning to drive operational efficiency.

As an Operations Deliver lead, I managed and resolved IT incidents, monitored partner performance, and implemented ITIL best practices. I collaborated with teams to troubleshoot issues, conducted root cause analysis, maintained process documentation, and ensured compliance with SLAs. I also trained users and staff on IT service management tools and processes.

Operations Delivery Lead – Wealth Management IT Operations

As an IT Systems Engineer, I managed system upgrades, performed troubleshooting, and resolved technical issues to minimize downtime. Additionally, I collaborated with cross-functional teams to support IT projects and enhance overall system efficiency.

Systems Engineer

Nocode Consultant - Saving SMBs $$ by automating manual, repetitive tasks and moving data between apps and tools ⚙️

Highly experienced IT Service Delivery Lead with a proven track record of successfully managing IT services and achieving business objectives. Skilled in implementing ITIL best practices, optimizing processes, and ensuring the highest levels of customer satisfaction. Adept at fostering collaborative relationships with stakeholders, vendors, and team members to drive continuous improvement and innovation in IT service delivery. Strong leadership skills combined with expertise in ITIL practices and Service Integration and Management (SIAM). Proven ability to align IT services with business objectives, mitigate risks, and deliver innovative solutions to meet evolving customer needs. Committed to driving excellence through process optimization, team empowerment, and customer-centric service delivery.

Service Delivery Lead

As a Delivery Lead, I bring a strategic shift to align the team as per the best Agile practices and give one to one coaching to team members to help them deliver with an Agile approach. My passion is to being able to collaborate and deliver real business value through high performance teams. I am looking to work for an organization that has a vibrant innovative culture; a place where continuous improvement is part of the way of working. I thrive on solving complex challenges with a focus of always serving the customers.

Specialties - Operational Delivery, Business & IT Stakeholder Management, Agile and Lean Practices and Frameworks, Project Management, Vendor Management, ITIL based Process Governance using ServiceNow (Change, Release, Problem, Asset & Configurations, Incident, Request fulfilment, etc.), Continual Service Improvements, SLAs/OLAs Management, Reporting, Audit, Financials, Technical Leadership, Tableau Analytics and Reporting, JIRA, Confluence

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