SYED RAQUIB

IT Service Management - Greenfield Setup & Process Transformation.

• Led the initiative to consolidate multiple legacy, in-house ITSM tools into a unified IT Service Management platform on Ivanti, creating a centralized solution for managing Incident, Service Request, Change, Problem, and Procurement Management.
• Led regular service review meetings with senior management and business stakeholders.
• Acted as a key point of contact for business stakeholders and IT leadership, ensuring effective communication, expectation management and timely resolution of service concerns.
• Played a key role in the greenfield establishment of IT Service Management processes, building a structured ITSM operating model from the ground up in alignment with ITIL best practices.
• Collaborated with ITSM vendor Ivanti and in-house ITSM Development team to design and implement comprehensive Service Catalogs, streamlining service requests, workflows, approvals, and fulfilment procedures.
• Led the development and standardisation of Incident Management templates, Service Request forms, categorization, prioritization, assignment rules, and escalation matrices.
• Established structured Incident, Problem, Change, and Service Request Management processes in line with ITIL frameworks and organisational requirements.
• Designed end-to-end service request workflows, including approval mechanisms, fulfillment ownership, service dependencies, and closure procedures.
• Defined process governance, roles and responsibilities, ownership matrices, operational procedures, and escalation paths across IT support functions.
• Worked with technical and business stakeholders to gather requirements, translate operational needs into ITSM functional specifications, and ensure effective system implementation.
• Established service reporting and performance dashboards to monitor SLA compliance, ticket volumes, backlogs, incident trends, and overall service performance.
• Led continuous improvement initiatives to optimise ITSM workflows, minimising manual intervention and enhancing overall end-user experience.

• Led global IT Service Desk (L1/L2) and IAM operations, ensuring consistent IT support and service delivery across multiple geographical regions.
• Managed daily operations, team performance, resource allocation, escalations, and prioritised service delivery to ensure effective IT support.
• Managed critical incidents and escalations, coordinating with technical teams to minimise business disruption.
• Improved service delivery by closely monitoring SLAs, KPIs, ticket backlogs, response times, and resolution performance.
• Strengthened service delivery processes, enhancing user satisfaction and increasing overall support efficiency.
• Introduced regular service reviews to analyse recurring issues and performance gaps, driving targeted improvements.
• Worked closely with regional IT teams to ensure smooth operations, effective communication, and timely resolution of business-critical issues.

• Supervised day-to-day IT Support Desk operations, ensuring timely ticket resolution and effective stakeholder management to enhance service delivery.
• Led daily IT Service Desk operations, prioritising and resolving incidents and service requests to uphold support quality and achieve SLA compliance.
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency
• Managed conflict resolution within the team, promoting a positive and productive work environment.

• Proposed solutions to address business challenges and converted requirements into effective business design.
• Analysed business needs of application, focusing on financial positions, turnover, segmentation, and current software;
• Conducted web research on target prospects and analysed requirements and revenue ratios.
• Enrolled business partners in IBM Partner World and related platforms.