Da Chan
@dachan
IT Service Delivery Manager at Baringa who built a four-person team supporting 6,000+ users.
United KingdomWhat I'm looking for
At Baringa Partners, I built a four-person IT service delivery team from the ground up and ran day-to-day service desk operations across 6,000+ users. We grew coverage from 500 users while maintaining SLA performance, CSAT and service stability.
I owned ServiceNow configuration and workflows, coordinated major incidents across regions, and built Power BI dashboards giving senior leadership a live view of service performance. By refining major incident procedures, rebuilding the knowledge base and coaching the team, I helped reduce MTTR by approximately 25%.
I started on the frontline at M&C Saatchi and progressed through service desk roles into team leadership and IT service delivery. I lean on ITIL to bring structure without unnecessary bureaucracy, and I still get hands-on when the situation calls for it. I’m actively seeking a new role and available immediately.
Experience
Work history, roles, and key accomplishments
Client Support Team Lead, then Consultant (IT Service Delivery)
Jan 2024 - Oct 2025 (1 year 9 months)
Built and led a four-person IT service delivery team from scratch, managing operations for 6,000+ users. Owned ServiceNow configuration, vendor relationships, and P1/P2 incident coordination across global regions.
Acted as senior escalation point for complex incidents across UK, US, and Bulgaria offices. Managed device imaging and deployment via SCCM and Intune, and contributed to the Microsoft Dynamics 365 rollout.
Provided senior escalation for complex incidents and worked with IT leadership on root cause analysis. Administered FreshService and managed Azure Entra ID identity administration.
Provided frontline IT support across multiple offices in a fast-paced creative agency environment. Covered Active Directory, Microsoft 365, Windows and macOS endpoints, networking, and security tooling.
Education
Degrees, certifications, and relevant coursework
PeopleCert
ITIL 4 Specialist - Create, Deliver and Support, IT Service Management
In progress: ITIL 4 Specialist - Create, Deliver and Support certification from PeopleCert.
London Metropolitan University
Bachelor of Engineering, Computer Systems Engineering
2010 - 2014
BEng Computer Systems Engineering from London Metropolitan University, completed in 2014.
PeopleCert
ITIL 4 Specialist - Drive Stakeholder Value, IT Service Management
ITIL 4 Specialist - Drive Stakeholder Value certification from PeopleCert.
PeopleCert
ITIL 4 Foundation, IT Service Management
ITIL 4 Foundation certification from PeopleCert.
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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