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.