I have over 5 years of experience managing IT service operations, including overseeing incident management, service request fulfillment, and change management processes. I have successfully implemented ITIL frameworks to streamline service delivery, reduce downtime, and improve customer satisfaction. My experience includes leading cross-functional teams, managing vendor relationships, and ensuring compliance with industry standards.

In such situations, I prioritize the incident by assessing its impact and urgency, then mobilize the appropriate technical resources to resolve it. I ensure clear communication with stakeholders, providing regular updates on the progress and expected resolution time. Once the issue is resolved, I conduct a root cause analysis to prevent future occurrences and document the incident for future reference.

I focus on continuous improvement by regularly reviewing service performance metrics, gathering feedback from users, and identifying areas for enhancement. I implement process improvements, train staff on best practices, and leverage technology to automate repetitive tasks. Additionally, I foster a culture of accountability and collaboration to ensure high service quality.

I establish clear service level agreements (SLAs) with vendors to define expectations and performance metrics. I maintain regular communication to address any issues promptly and ensure alignment with organizational goals. I also conduct periodic reviews to assess vendor performance and make adjustments as needed to optimize service delivery.

My approach to change management involves assessing the impact of proposed changes, obtaining stakeholder approval, and creating a detailed implementation plan. I ensure that all changes are communicated effectively, and I provide training or resources to support the transition. Post-implementation, I monitor the change's impact and gather feedback to refine processes for future changes.