A seasoned IT Service Manager with demonstrated expertise and experience in defining, implementing, and communicating ITSM processes as a means to provide maximum value to the business by facilitating the delivery of quality IT Services. Extensive experience in the areas of ITIL, IT governance and audit compliance, strategic planning and effective organizational communication and negotiation. Strong relationship management skills including customer/vendor contract negotiations; service level attainment and internal customer satisfaction. Deep experience in ITIL Release Management, Change Management, Service Management as well as large-scale project management and custom application implementations. A hands-on leader known for strategic and focused approach, with extensive accolades for limiting risk and establishing creative solutions for optimizing internal operations, financial returns, and external customer service and output. Comfortable interacting with all levels of the organization and the public and excellent problem solving and negotiating skills. ©