Mike Hill

Enterprise Service Management Transformation Consultant @University of South Wales

Currently engaged by a leading UK university to support its enterprise service transformation, working as part of a focused consultancy team delivering part-time advisory and hands-on support across ITSM, IT Operations, and service management tooling.The role centres on assessing current-state maturity, developing actionable recommendations, and defining a practical improvement roadmap aligned to ITIL4 and COBIT principles. This includes process design and uplift, tooling architecture consultancy (with a focus on FreshService), and the introduction of agentic AI capabilities to drive operational efficiency and service quality. Responsibilities span advisory, delivery, and cross-vendor coordination within a complex multi-partner transformation programme.