Azlan Mohd

I’m a Senior IT Service Delivery & Operations leader with over 10 years of experience delivering customer-first outcomes through ITSM processes (Incident, Request, Change, Escalation) and proactive service improvement. In frontline roles, I work closely with customers and stakeholders to ensure service delivery is timely, cooperative, and professional, while staying adaptable and able to operate independently with minimal supervision.

My work focuses on operational excellence and measurable results: I lead root cause analyses, drive remediation strategies, manage major incident collaboration and post-incident reviews, and strengthen governance through Change Advisory Board (CAB) practices and risk-based scheduling. Since joining Kyndryl for the LTA account, I led a Service Improvement Program that decreased incident SLA failure rate by 95%, improved resolution time for critical incidents, raised First Call Resolution (FCR) for Severity 2 incidents, lowered change failure rates, and standardized the change/request lifecycle to achieve 98% compliance with established change SLA windows. I also oversee service performance reporting (SLA, availability, CSAT, KPIs), mentor teams, coordinate vendor and contractor partners, and support integration/architecture deliverables—including workplace and infrastructure management technologies (PCs, printers, servers, data/voice networks) and end-user computing environments—while planning for resilience through Disaster Recovery and Business Continuity.