Service Management Projects

I’ve led multiple ITSM initiatives focused on automation, process design, and measurable service improvement. My work has transformed IT operations into efficient, data-driven environments that align with business goals and elevate user experience.

Key Projects

• IT Operations Migration to Jira Cloud
  Transitioned IT operations in-house by deploying Jira Cloud as a centralised service desk — improving visibility, reducing ticket resolution times by 40%, and increasing user satisfaction to over 95%.

  
  

• Workflow Automation & Process Optimisation
  Designed automated workflows within Jira Cloud to streamline service delivery, cut manual workload, and accelerate ticket handling across global teams.

  
  

• Performance Metrics & SLA Tracking
  Built performance dashboards to monitor SLAs and KPIs, providing actionable insights that improved accountability and consistency across support teams.

  
  

• Service Desk Standardisation & Continuous Improvement
  Defined clear SLAs, escalation paths, and performance goals to ensure consistent, customer-focused service delivery and long-term operational excellence.