Candidate Information Title IT Service management process architect at Children s national h Target Location US-VA-Reston	20,000+ Fresh Resumes Monthly     View Phone Numbers     Receive Resume E-mail Alerts     Post Jobs Free     Link your Free Jobs Page     ... and much more Register on Jobvertise Free
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Professional SummaryResults-driven IT Service Manager with over 6 years of experience managing IT service delivery, problem-solving agile skills in improving service levels, and ensuring customer satisfaction. Proven track record in implementing ITIL best practices, leading cross-functional teams, and driving continuous improvement initiatives. Experienced Change Advisory Board (CAB) & Change Control Board (CCB) Manager in managing change processes, ensuring compliance with ITIL standards, and minimizing service disruptions. Adept at coordinating with stakeholders, assessing change impacts, and driving successful change implementations.Key SkillsIT Service Management (ITSM) / ITIL FrameworkService Level Agreements (SLAs)Incident ManagementProblem ManagementChange ManagementContinuous ImprovementTeam LeadershipCustomer Relationship Management (CRM)Change Advisory Board (CAB)Change Control Board (CCB)Risk AssessmentStakeholder ManagementProcess ImprovementCompliance and GovernanceCommunication and CollaborationITSM Tools (e.g., ServiceNow, BMC Remedy, Jira)Professional ExperienceITSM Process ArchitectChildrens National Hospital December 2023  PresentManaged IT service delivery for a global organization, ensuring adherence to SLAs and high customer satisfaction.Implemented ITIL best practices, resulting in a 20% reduction in incident resolution time.Led a team of 15 IT professionals, providing coaching and mentoring to enhance performance. Developed and maintained service catalogs, ensuring alignment with business needs. Conducted regular service reviews with stakeholders to identify areas for improvement.Collaborated with IT teams to ensure successful implementation of changes.Maintained change records and documentation, ensuring accuracy and completeness.Provided training and support to staff on change management processes. Developed and maintained change management policies and procedures in alignment with ITIL standards.Conducted regular CAB meetings, facilitating discussions and decision-making on change requests. Implemented process improvements that reduced change-related incidents by 98% major incidents caused by a change implemented.IT Service Management Process Consultant -Process ArchitectOracle HealthApril 7, 2021- November 30, 2023Managed IT service delivery for a global organization, ensuring adherence to SLAs and high customer satisfaction (Childrens National Hospital)Supervised a cross-functional team of more than 300 service desk analysts, ensuring timely resolution of incidents and service requests. To meet the monthly target of 90-95% compliance, ensuring compliance with change management policies.Conducted impact assessments and risk analyses for proposed changes. Implemented a knowledge management system, reducing repeat incidents by 20%. And improve Major incident management reducing time to response to be more efficient. Collaborated with other IT teams to improve incident and problem management processes.Conducted training sessions for service desk staff on ITIL processes and customer service skills. Supported, evaluated, and approved changes toward projected plans for the organization's implementation portfolios for a variety of software-based services introduced and approved by the Project Management Office and Service Governance Committee led by the C-suit of the organization. Managed a wide- range of services provided by numerous venders and 3d parties.Conduced and managed the Hold trajectory with defined processes that enable completion of tasks and work assignments, such as a work breakdown structure (WBS), backlog, and refined processes. Responsible for supporting the business strategy and necessity.My agile leadership focused on maximizing value and quality. The most recent project is related to the implementation of the ServiceNow application.ServiceNow expert manages tracking data and analysis of problem management and service level management. Worked to refine the requirements and deliverables to have out of the box customer needs in alignment with the original project scope, regulations, and compliance within the ServiceNow implementation project for the organization.EducationMasters Degree in Healthcare Administration Program (MHA)University of Arizona- Global Campus (UAGC)180 S Arizona Ave Suite #301, Chandler, AZ 85225- Graduate school:2020.Bachelor of Science in BiologyBabylon University- Iraq- Babil- Graduated: July 2001CertificationsWorking my way to gain the Project Management Professional (PMP) + Scrum Master- currentMasters degree in healthcare administration (MHA) 2020.ITIL Foundation Certification-2023