Mukesh Patel
Itsm Service Design & Transition Lead m & s Digital & Technology @Marks and Spencer
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WORK HISTORY
Itsm Service Design & Transition Lead m & s Digital & Technology @Marks and Spencer
Manchester, GB
Led the creation of a new Service Design & Transition function during a period of rapid, enterprise-wide transformation* Defined the Demand to Deliver vision, strategy and governance, introducing new standards, policies and operating models* Built and led a high-performing team of 11 Service Transition Managers across multiple UK locations* Designed recruitment, onboarding, roadmaps and OKRs to accelerate team maturity and delivery capability* Acted as Service Management SME for critical programmes including Golden Quarter, Operating Securely and Recovery* Successfully transitioned 180+ applications in 10 weeks into newly formed Service Management practices using a structured, risk-based approach* Ensured operational readiness, risk management and business continuity were embedded in all service transitions* Created management reporting and governance, presenting weekly to senior leadership* Built and maintained relationships with 70+ Digital & Technology stakeholders* Delivered 30+ service improvement initiatives across Service Design & Transition* Launched a SharePoint ‘front door’ to simplify engagement and demand intake* Established a centralised document library and governance frameworkKey Achievements* Built and mobilised a team of 11 in under 90 days* Transitioned 141 Golden Quarter-critical applications within deadline* Created the vision, operating model and Service Design & Transition blueprint* Received strong leadership feedback from senior stakeholders and direct reports
EDUCATION
The Manchester Metropolitan University
2:1, BSc (Hons) Business IT Management
ABOUT MUKESH PATEL
Innovative, dynamic, top-performing, highly ambitious, self-motivated individual driven by success with extensive experience and proven track record in IT Service Management and Programme Management within the Banking, Finance, Retail and Gambling sectors. Specialist in stabilising, designing and scaling Service Management, Operations and Supplier ecosystems during high-risk change. Senior level communications and business relationship management. 20 years + experience in operational and service roles, committed to leading, inspiring, developing and driving colleagues to achieve a high-performance culture. Proven track record of:• Building and mobilising high-performing teams at pace• Designing and embedding ITSM operating models• Leading complex service transitions (100+ applications)• Driving operational resilience during peak trading• Reducing risk exposure and improving service maturity• Engaging C-suite and Board stakeholders• Delivering measurable improvements within time-critical environments
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