Andreia Gouveia

IT Service Delivery Manager @Janus Henderson Investors

London, GB

Oversee the daily management of the Service Desk and Desktop Support Analysts, ensuring adequate business support coverage through staff shift rotations for a team of 13 direct reports.Lead internal service review meetings to address performance metrics, service improvements, quality standards, and process optimization.Ensure accountability for service quality and performance, integrating future demand from growth and projects into strategic planning.Serve as the escalation point for the IT Service Desk regarding tasks and incidents, coordinating resolution efforts and maintaining effective stakeholder communication.Provide mentoring and training to team members to uphold consistent standards of excellence and professionalism.Currently serving as the ITSM Service Catalogue and Service Request Practitioner, I oversee policy, standards, and process documentation while driving continuous service improvement across both platforms.Actively participate in the Major Incident Manager (MIM) process for handling P1/P2 incidents.Engage in Change Advisory Board (CAB) meetings to assess upcoming changes, their business impact, and incoming Service Desk calls.Take part in Daily Service Review meetings, evaluating problem records, incidents, and necessary template updates.Onboard new services onto the service desk, ensuring staff receive appropriate training and processes are established.Develop and enforce metrics and KPIs to evaluate service delivery quality and performance levels.Contribute to the service level review process with the business and third-party service providers.Act as a liaison to manage and communicate any temporary changes to service levels, such as additional support hours required by the business or reduced services during maintenance initiated by service providers.Analyze ticket trends using the ITSM toolset to identify improvement areas and implement corrective actions.Manage the Hardware Asset Management Lifecycle.

Pimlico

GNVQ Intermediate ICT (Information Communications Technology)