Rami Elsanady
Manager, IT Service Management (Itsm) @Central 1
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WORK HISTORY
Manager, IT Service Management (Itsm) @Central 1
Vancouver, BC, CA
Defining the annual IT service Management (ITSM) roadmap to maintain strategic direction and optimize value creation through IT services.• Coaching and guiding the IT Service Management (ITSM) team.• Developing and Improving the IT Service Management (ITSM) practices including Problem, Change, Release, Incident, Knowledge & IT assets Management.• Ensuring the ITSM framework supports DevOps transformation and migration to the cloud.• Promoting service ownership by establishing a service taxonomy, a Service Level Management process, the Service Catalog, and a Service Portfolio Management process.• Establishing Knowledge Management as a core practice within IT, including a repository of knowledge, the practice of managing, updating knowledge through incremental updates, and sharing of knowledge to different levels within the organization.• Facilitating continuous services improvement through the effective use of metrics and key performance indicators.• Supporting the implementation and enhancements of the IT service management platform.• Promoting the use of DevOps CI/CD practices where possible to ensure optimum business value is delivered.• Championing best ITSM practices and providing process guidance to the technology teams and leadership throughout the different stages of services lifecycle (Strategy & Planning, Design & Build, Transition and Support, Continuous improvement)
EDUCATION
AASTMT University
Bachelor, Computer Science
SKILLS
ABOUT RAMI ELSANADY
I am an enterprise technology and IT Service Management leader with 14+ years of experience driving operational resilience, service excellence, and strategic transformation across banking, telecommunications, transportation, and global technology environments.As one of ~100 ITIL® 4 Masters worldwide, I work at the intersection of technology operations, governance, and business outcomes, helping organizations reduce risk, improve service reliability, and scale with confidence in highly regulated, mission-critical environments.Throughout my career, I have led enterprise ITSM roadmaps, advised executive stakeholders during high-impact incidents, and partnered closely with InfoSec, risk, and compliance teams to align operations with ISO, IT GRC, SOC2, CSOX, and regulatory controls. My work consistently translates frameworks into measurable improvements in service quality, incident resolution, and cost efficiency.I bring deep experience in major incident leadership, change and release governance, vendor management, and service transformation, with accountability for budgets, cross-functional teams, and executive communications. I am particularly effective in moments that matter most when availability, customer trust, and organizational reputation are on the line.In addition to my industry roles, I serve as a Board Member with itSMF Canada, contributing to national leadership on IT service management, governance, and the future of digital operations.I am passionate about building high-performing teams, mentoring leaders, and embedding continuous improvement as a business capability, not just a process discipline.
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