Open to opportunities

Alfred Williams

@alfredwilliams

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Strategic Senior IT Service Management and Program Manager with 17 years' experience.

Australia

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What I'm looking for

I am looking for a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth.

I am a strategic and customer-focused Senior IT Service Management and Program Manager with over 17 years of experience in leading technology-driven programs and optimizing IT processes. My expertise lies in leveraging ITIL frameworks and ServiceNow to enhance service delivery and improve SLA performance. I have a proven track record of leading cross-functional teams and aligning IT strategies with business objectives, driving continuous improvement initiatives for global enterprises.

Currently, I lead multiple product lines with over 400+ headcounts across various geographical locations. My extensive multicultural experience spans Australia, New Zealand, APAC, North America, EMEA, and the Middle East. I am recognized for my proactive mindset and strong problem-solving skills, which have been instrumental in driving organizational goals and ensuring customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Program Manager

Current

Movate Technologies

Dec 2015 - Present (9 years 6 months)

Spearheaded IT Service Management initiatives, ensuring alignment with ITIL frameworks. Directed configuration and asset management, monitored SLA performance, and implemented process optimizations. Conducted risk assessments and collaborated with teams to track KPIs, driving continuous improvement across IT services.

ITSM SLA ITIL ServiceNow Risk Management Process Optimization KPIs Continuous Improvement Cross Functional Collaboration

Team Manager

Sutherland Global Services

Nov 2007 - Dec 2015 (8 years 1 month)

Managed Tier 2 escalation teams, ensuring prompt resolution of critical cases. Oversaw project management for process improvement initiatives and played a key role in training teams. Drafted process documents and earned commendations for service delivery.