IT Service Delivery Leader | 13+ Years Experience | Global IT Operations, Service Desk & ITSM

I am a results-driven IT Service Delivery and Global IT Operations leader with 13+ years of experience managing enterprise technology support, service delivery, and end-user operations across North America, EMEA, and APAC. I have led high-volume, 24x7 environments supporting 42,000+ users and teams of 100+ professionals.

Core Expertise

• IT Service Delivery & IT Operations
• Global Service Desk & End User Support
• ITIL-based Service Management
• ServiceNow, Jira & ITSM
• Major Incident & Escalation Management
• SLA, KPI, CSAT & Operational Governance
• Problem Management, RCA & Continual Service Improvement
• Workforce Planning & Performance Management
• Vendor Management & Executive Stakeholder Management
• Service Transformation, Automation & Customer Experience

Key Experience

• Led global IT support operations across North America, EMEA and APAC supporting 42,000+ users.
• Managed and developed 100+ IT support professionals in high-volume, 24x7 environments.
• Drove SLA/KPI governance, major incident management, escalation management, reporting and service improvement.
• Partnered with infrastructure, application, security and engineering teams to improve service reliability and resolve complex technology issues.
• Experienced in leading geographically distributed teams, executive escalations, operational transformation and customer-focused service delivery.

Career Objective

I am seeking senior IT Service Delivery, IT Operations, Service Desk, End User Computing or IT Service Management leadership opportunities across the Middle East, particularly with organizations looking for an experienced leader who can build high-performing teams, improve service quality and drive operational excellence.