Service Transition Officer
Aspire Zone Foundation
Total years of experience :17 years, 11 Months
1. Established the Service Transition methodology in the IT Department, primarily intended for ensuring that all project implementations on academic, healthcare and logistics solutions are handed over to the IT Operations Support Teams and End Users with the least impact to the Business.
2. Managed Process Improvement implementation projects across different teams within the IT Department in coordination with academic and healthcare information systems specialists.
3. Established and aligned the Change Management Practice with ISO 20000 and trained the entire IT Staff in handling changes.
4. Managed and delivered the implementation of HP Service Manager and coordinated activities with the process owners in the ISO 20000 implementation project, leading to the certification successfully.
5. Performed internal audits on ISO 20000 processes along with the Governance team, contributed to recommendations in the internal audit reports, and guided the process owners in preparing for external audits.
6. Worked in a core committee that was formed to drive the continuous service improvement program.
1. Managed the IT Service Desk Operations, aligning existing practices based on. Managed the requirements analysis, development and design of the first IT Service Catalogue within the organization
2. Designed and developed SLA Reports that automated sending of weekly excel sheets to the IT Senior Management through an online portal linked to the IT ticketing system.
3. Spearheaded the Change Management practice within the IT Application and Infrastructure teams Pioneered the Service Transition initiatives within the IT Service Management Team
4. Managed Incident and Problem monitoring activities with relevant IT teams and Business Unit Focal points
1. Pioneered and implemented the company’s IT Change Management System, covering policy, process, and tools, based on ITILv3 practice. A year later, significant improvements were realized from reduced number of emergency changes and reduced issues and rollbacks post implementation. This improved the customer satisfaction from across the region.
2. Developed Change Management reports for Senior Management highlighting key performance metrics.
3. Trained the IT staff, including Regional IT Managers regarding Change Management. This improved awareness and buy-in of all IT Staff into the process.
4. Managed the Change Calendars and planned outage communication to the affected business units and Facilitated monthly Change Advisory Board meetings, with all IT Directors and Subject Matter Experts. This ensured visibility on upcoming changes, potential conflicts and improved project planning activities.
5. Collaborated with Vendors, Project Managers, Network Engineers, Database Administrators, Service Desk, Technical Leads, and Business Analysts in ensuring successful implementation of Change Requests.
6. Managed closure and review of all changes by coordinating post implementation reviews with Service Desk, and Service Delivery. This ensured that all benefits of changes are achieved.
1. Successfully managed implementation projects involving ERP system enhancements for Zuellig Country operations. These enhancements include new features, changes, and EDI integration with pharmaceutical companies such as Roche, Schering Plough, Organon, and Novartis. Also, worked on system enhancements for enterprise applications running Oracle and MSSQL databases.
2. Managed and controlled project resources and ensured that there are no conflicts affecting project schedules.
3. Managed quality of project deliverables by working closely with the Quality Assurance team to ensure compliance.
4. Tracked and monitored all project issues and risk registers making sure that they are addressed in a timely manner and mitigated accordingly.
5. Developed and initiated the automation of reports being regularly sent to the Senior Management and Country IT Managers.
6. Managed resource allocations for all project managers, minimizing conflicts in assignments and project schedules.