IT Manager | 10+ Years Experience | ITIL, Incident, Quality & Change Management

Experienced and results-driven IT Service Management professional

Experienced and results-driven IT Service Management professional with over 10 years of proven expertise leading service desk operations, managing large-scale technical teams, and implementing ITIL-aligned processes across global organisations, including teams in the UK, UAE, Pakistan, and India. Adept at delivering high-quality service within demanding environments, with a strong focus on quality management, change management, and cybersecurity compliance. Certified in ITIL Foundation V4 and currently pursuing CompTIA Tech+, A+, and Cloud Essentials+ to further strengthen technical knowledge.

Successful History

I have a successful history of leading multi-region support teams of 50+ engineers, managing vendor relationships, and executing service delivery strategies aligned with business objectives. My strengths lie in developing and implementing Quality Management Systems (QMS), automating workflows using ServiceNow, and transitioning teams through digital transformation initiatives, including offshoring and third-party integrations. Known for excellent communication skills, team leadership, and stakeholder collaboration, I am passionate about driving innovation and efficiency within IT services while ensuring a high level of customer satisfaction. Now actively seeking opportunities in the UAE to contribute to forward-thinking organisations that value strategic IT leadership and operational excellence.