Mohammed Kamran Azeezi

• Managed a $6 million portfolio of IT service accounts spanning across Europe, Middle East and America, achieving a 97% on-time delivery rate through strategic planning and alignment with business objectives.
• Led a cross-functional team of 30+ ITSM professionals to improve service eficiency by optimizing incident, problem, change, configuration, and release management processes.
• Conducted regular service performance reviews and identified ineficiencies, leading to a 30% reduction in SLA breaches and a 15% increase in operational eficiency.
• Led service delivery, implementing ITIL and IT governance principles to manage end-to end service execution and operations for over 40 cloud solutions, ensuring efective service delivery for key customers.
• Managed vendor relationships for outsourced IT services, ensuring contract adherence and alignment with strategic IT objectives.
• Conducted impact analysis for IT changes, assessed change readiness, and led IT CAB meetings, resulting in 100% successful change implementations with no critical incidents.
• Outlined project plans, project proposals, KPI, WBS, and SOW, discussed deliverables, determined resources, created roadmaps, timelines, and generated initial budgets as part of project scope documentation.
• Planned, organized, and ensured adequate stafing, execution, and monitoring of all development activities and related support operations.
• Monitored and reported to leadership on the progress of all project activities within the program, including significant milestones, and any conditions, which would afect project cost or schedule.

• Led the end-to-end delivery of multiple ITSM process automation projects, reducing service costs by 25% and enhancing service delivery.
• Achieved a 15% increase in SLA adherence by optimizing incident and problem management processes, reducing customer escalations.
• Streamlined the application portfolio by collaborating with key vendors and renegotiating contracts, resulting in a 15% improvement in performance and cost eficiency.
• Implemented continuous service improvement initiatives by analyzing service performance data, identifying ineficiencies, and developing action plans to enhance service quality and delivery.
• Enhanced IT service performance by implementing comprehensive SLAs and OLAs, resulting in a 30% improvement in key metrics and a 25% increase in CSAT across multiple business units.

• Led seamless transition and onboarding for 10+ clients into managed-services, achieving
100% operational continuity and 20% faster service activation.
• Led a cross-skilled team of 37+ L2/L3 system engineers, overseeing application technical support and customer service operations.
• Oversaw the integrity and accuracy of CMDB, ensuring all configuration items (CIs) were up to-date and aligned with ITIL best practices, leading to improved asset management and incident resolution.
• Automated 85% of manual workflows on ServiceNow, resulting in a 40% reduction in incident resolution time and improved overall service performance.
• Participated in drafting service budgets, advising on areas of possible improvement to reduce costs and delivery times.

• Performed trend analysis on incident and CSAT reports, identified key issues and drove service improvements that reduced incident resolution time by 30% and boosted CSAT scores by 20%.
• Developed and maintained a central reporting hub to track IT service KPIs & performance metrics, leading to a 35% improvement in service report accuracy and timely delivery.
• Increased operational eficiency by 40% by streamlining processes using Shift-left and automation technologies.

• Owned and led Service Design, Transition and Continuous Improvement activities for multiple services including infra services, critical incident management, service desks and contact centers.
• Enhanced ITSM process, service levels, and tool management adherence to industry standards such as ITIL, Lean Six Sigma and DevOps to 40%, by facilitating workshops.
• Governed and controlled open risks that impact scope, schedule, and budget with mitigation plans.