Jordan M.

WORK HISTORY

EDUCATION

ABOUT JORDAN M.

I am an experienced business driven IT professional with a focus on IT Operations and IT Service Management. I have 10+ years of experience improving ITSM Policies, Processes and Procedures. My experience has been acquired working for some of Canada\'s largest organizations (By Market Cap) and brands. All of them fall into the Financial Services industry (Banking, Payments). My experience is applicable to all industries though. My strong business acumen gives me authority and influence in the ITOPS and ITSM space. When consulting, I like review the following: 1. Get clear of core business objectives. This alignment requires a strategic approach to service delivery, incorporating a deep understanding of business processes, goals, and the impact of technology on overall performance. Bring down the walls between IT and the Business, in order to deliver exceptional value to Business stakeholders and clients, while still meeting all the organizations mandatory audit and compliance requirements. I place emphasis on removing the constraints and blockers that no longer hold value and I streamline org’s ITSM practices, polices, and procedures. Each improvement is carefully assessed using Framework & Best Practices. It is my mission to deliver exceptional value with agility and accuracy, all while ensuring risks are mitigated, and all audit and compliance requirements are met. I use ITIL as a framework and leverage its best practices to challenge old, outdated processes with new, streamlined, and robust processes that maximize value for the business and customer. Feel free to message me if you or your organization would benefit from my experience. Experience: Incident Management Practice - Enterprise Level - 7 years - Experienced at the Management Grade Level Change Management Practice - Enterprise and Business Unit Levels - 2 - 3 years. IT Service Management for a Specific Business Unit at Major Bank in Canada - 4 years - Incident Management, Change Management, Continuous Service Improvement Problem Management Practice - Advisor and stakeholder roles Configuration Management Practice - Advisor and stakeholder roles Release Management Practice - Advisor and stakeholder roles Service Level Management Practice - Advisor and stakeholder roles Service Request Management Practice - Advisor and stakeholder roles Service Level Management Practice - Advisor and stakeholder roles