• Manages external Field Service and Service Desk provider, ensuring SLA compliance.
• Oversees ticket distribution and backlog in Service Now.
• Monitors and escalates issues as needed.
• Supports project planning and execution, ensuring team delivery.
• Implements ITIL processes and provides technical support for business continuity.
• Drives process improvements and identifies opportunities to optimize IT operations.
• Ensures compliance with company policies and regulatory standards.
• Acts as liaison between IT and business units to align technology with business needs.

Office, Windows, Service Now, Power BI.