Umar Malik
Service Delivery Manager @Control Risks
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WORK HISTORY
Service Delivery Manager @Control Risks
London, GB
I supervise four EMEA Service Delivery Analysts to support users, ensuring all staff within the service delivery in my region adhere to the internal ITSM process and promote ITIL best practices. Together with my team, we aim to improve performance, set SMART objectives, track deliverables, and provide regular feedback.Efficiently handling Incident & Problem Management, taking ownership of Major incidents and problems to ensure timely resolution and minimal impact on business operations.Proactively monitoring KPIs to track performance and adherence to established service levels, identifying areas for improvement.Responsibilities for Asset Management, overseeing the management, inventory, and lifecycle of IT assets.Identifying areas for improvement based on customer feedback, analyzing root causes, and implementing effective service improvement plans.Driving initiatives to enhance service delivery, collaborating closely with cross-functional teams to ensure consistent and efficient execution.Utilizing IT Service Management processes for trend analysis, identifying recurring issues, and developing strategies to address them.Managing the EMEA IT Service Delivery team, providing strong leadership, guidance, and support for exceptional service delivery.Conducting performance appraisals and performance management activities to motivate and develop team members.Ensuring skills development and learning opportunities for the IT Service Desk team, such as training programs and career progression plans.Managing 3rd party suppliers within the EMEA office, building and maintaining strong relationships to ensure effective vendor management.Successfully delivering projects within defined timelines and budgets, coordinating with relevant stakeholders to ensure smooth project execution.Sharing relevant information and insights with the IT Senior Management Team to support strategic planning and continuous improvement.
EDUCATION
Middlesex University
Master's degree, Master's in Business Adminsitration
ABOUT UMAR MALIK
At Control Risks, leadership and operational excellence define my tenure as Service…
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