Muazzam S.
Technology Manager - Service Desk, Incident Management & Knowledge Management @Morrisons
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WORK HISTORY
Technology Manager - Service Desk, Incident Management & Knowledge Management @Morrisons
Own enterprise Service Desk, Incident, and Knowledge Management processes supporting retail, logistics, manufacturing, supply chain, finance, and corporate operations across large-scale environments.Key Achievements: Managed transition of Service Operations between third-party providers with zero disruption across users. Supported network transformation initiatives across internal teams and external suppliers, improving service stability and transition outcomes. Led implementation of an Acceptance into Service (AIS) framework, aligning PMO, Service delivery, Service operations and support teams to de-risk service transition into live operations. Designed and implemented an NPS programme (Google Looker Studio, ITXM adoption, technology-wide training, and introducing NPS Champions), delivering a 94-point improvement in technology NPS within 5 months. Led IT Experience Management (ITXM) adoption through workshops, engagement sessions, and organisational enablement. Established a Service Operations Process Working Group, improving alignment between IT and business stakeholders and strengthening operational governance. Recognised as a featured Morrisons Technology success story on the company\'s careers platform.
EDUCATION
Bradford College
BTEC National Certificate for IT e-Practitioners General
University of Bradford
Advance Level Apprenticeship in Customer Service & Business Skills Sector
SKILLS
ABOUT MUAZZAM S.
IT Service Management professional with 17+ years’ experience delivering and operating enterprise technology services across retail, financial services, and healthcare environments, supporting large-scale, complex user populations. Experienced in running end-to-end IT service functions, identifying and delivering improvements across people, process, data, and technology within both in-house and outsourced delivery models. Proven ability to lead Service Operations and drive service transformation across complex, multi-supplier environments supporting enterprise-scale organisations. Strong track record of applying ITIL-aligned practices, service performance data, and customer experience insights to improve service stability, reduce critical incidents, and enhance operational performance and user experience. Open to opportunities in IT Service Management, Service Delivery, and Technical Operations within complex, service-led organisations.
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