Kayleigh Roberts
IT Service Manager @BAE Systems Digital Intelligence
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WORK HISTORY
IT Service Manager @BAE Systems Digital Intelligence
As an IT Service Manager, I lead the delivery of high-quality IT services and drive continuous improvement within teams using Agile methodologies. I am committed to fostering a people-centered approach, empowering teams to reach their full potential, and ensuring IT services align with organizational goals. With a focus on service excellence and innovation, I create environments that prioritize collaboration and high performance.Key Responsibilities- Manage and improve IT service delivery, ensuring high-quality, efficient, and timely support for customers- Lead and mentor a team of IT professionals, promoting growth and fostering a positive, people-centered work culture- Oversee service level agreements (SLAs), ensuring performance targets are met and continuously improved- Develop and implement IT service management best practices, using ITIL and Agile frameworks to drive process improvements and enhance team performance- Act as an Agile Coach, guiding teams through Agile transformations, facilitating Agile ceremonies (e.g, daily stand-ups, retrospectives, sprint planning), and empowering teams to embrace continuous improvement- Foster a collaborative, cross-functional approach to solving problems and delivering value to end-users and stakeholders- Handle incident management, ensuring rapid resolution of critical issues and minimizing disruption to business operations- Manage IT service budgets, resources, and vendor relationships, ensuring optimal performance, cost-effectiveness, and alignment with organizational goals- Monitor and track budget expenditures, ensuring contract renewals and additional expenditure is accounted for
EDUCATION
Anglia Ruskin University
BSc (Hons.) Marine & Wildlife Biology
ABOUT KAYLEIGH ROBERTS
PSM I CertifiedITIL v3 Foundation Certified
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