Chris R.
Senior Service Lifecycle Manager @Asda
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WORK HISTORY
Senior Service Lifecycle Manager @Asda
Leeds, GB
EDUCATION
North East Wales Institure
BSC (Hons), Business Information Systems Management
Eccles Sixth Form College
A-Level Economics, British History, European History, Computer Science
ABOUT CHRIS R.
As an experienced IT Service Management specialist with over 20 years delivering business value across diverse industries, I bridge the gap between technical teams and business stakeholders to deliver exceptional customer experiences. My passion lies in:Streamlining Operations & Elevating Service QualityI’ve successfully led major ITSM transformation projects—migrating legacy systems, optimising incident/problem/change processes, and implementing Knowledge Management—that delivered a 25% improvement in SLAs and cut mean time to resolution significantly.Delivering ROI Through Automation & Data-Driven InsightsBy spearheading automation of repetitive tasks and embracing analytics, I’ve reduced manual effort by 20% and provided actionable dashboards that guide strategic decision-making.Championing Collaboration & Stakeholder EngagementI excel at working closely with service teams, infrastructure, development, and business units to define end-to-end service lifecycles, set realistic SLAs/OLAs, and launch effective service catalogues.Committed to Continuous Improvement & High-Performing CultureWhether through evolving Continual Service Improvement (CSI) programs or coaching staff on ITIL best practices, I cultivate a mindset of learning and measurable service enhancement.Key Skills & Credentials: ITIL Practitioner • Service Catalogues • Incident/Problem/Change Management • ServiceDesk Tools (e.g, ServiceNow, ManageEngine, Jira) • Process Re-engineering • Analytics & Reporting • Automation (SLA triggers, ticket routing) • Stakeholder CommunicationWhy I’m a Strong Fit for Your TeamBusiness-Aligned Mindset: I link IT metrics to business outcomes—like uptime, cost avoidance, and customer satisfaction—to ensure technology supports organisational goals.Process Optimisation Expertise: My hands-on experience with ITIL frameworks and workflow redesign has consistently led to more agile and resilient service organisations.Customer-First Approach: Deeply customer-focused, I prioritise user experience and ensure that teams are responsive, transparent, outcome focused and aligned with stakeholder expectations.Agile & Adaptable: With a track record in traditional and agile environments, I adapt processes and mindsets to fit today’s fast-paced delivery models.If you\'re seeking an ITSM leader who combines technical depth, Service Management best practices, and a customer-centric mindset to drive operational excellence, I welcome the opportunity to connect and explore how I can enhance your service delivery model.
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