Abdul K.
IT Services Manager @Paragon Banking Group PLC
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WORK HISTORY
IT Services Manager @Paragon Banking Group PLC
Key highlights include:• Scoped, designed and delivered the IT Service Strategy• Implemented a robust virtual Major Incident Management process Responsibilities included:• Management of IT Service Desk, Client Support, Problem Management teams• Conducting 3rd Party Service reviews to ensure the service provided to Paragon is at an acceptable level• Primary escalation contact for IT Service• Involvement in all ITSM processes to ensure an efficient transition to BAU• Identify and sponsor Service Improvement opportunities• Service reporting up to exec level
SKILLS
ABOUT ABDUL K.
An accomplished IT Professional with a proven record of delivering first class operational services and change across various sectors which include Financial, FMCG, NHS and the Retail Sector.I have worked in different support functions which has given me the appreciation for IT Service Management, IT Governance, IT Security, Support Desk and Vendor Management. I have set up and led Service Desk and Major Incident Management teams. As a ITSM Enterprise Service Management Consultant I have worked with organisations in different sectors to review and improve their ITIL processes where appropriate. This included taking customers through the entire lifecycle such as pre-sales/scoping/analysis/implementation/testing/training of solutions and go live support. These activities were carried out either on customer sites or remotely where appropriate. I possess the ITIL 4 Managing Professional certification on top of having 17 points from my ITIL v3.I have successfully on boarded new acquisitions and aligned Service Operational processes including transitioning of service desks. I have also been involved in vendor selection of various services including replacement and upgrading of ITSM tools. This has given me working knowledge of various tools such as Service Now, Hornbill and most recently Freshservice.Ability to bring people together to achieve a common outcome using various forums including leading workshops to gather requirements influence decisions based on past experience and best practice.Proven ability to lead others to success in both line and matrix management environments, combining strong goal focus, collaboration and teamwork. Working cohesively with internal teams to ensure timely and on budget delivery of implementations/solutions.A true communicator; able to fully understand, effectively communicate, then deliver business requirements. I am often championing IT at business events showcasing the value of IT.Qualifications • ITIL 4 Managing Professional• ITIL v3 Foundation• ITIL v3 Service Strategy (Lifecycle)• ITIL v3 Service Offerings and Agreements (Capability)• ITIL v3 Operational Support and Analysis (Capability)• ITIL v3 Planning Protection and Optimisation (Capability)• ServiceNow System Administration Course (Exam not taken)
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