Open to opportunities

Johnson Mujungu

@johnsonmujungu

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IT Services Manager with expertise in service delivery and team leadership.

United Kingdom

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What I'm looking for

I seek a leadership role that fosters innovation and team development in IT.

I am an accomplished IT Services Manager with extensive experience in overseeing and optimizing IT service delivery. Currently, I lead the IT Services at Living God Gospel Church, where I ensure that our IT services align with strategic objectives while managing a dedicated team. My background includes significant roles in various organizations, where I have honed my skills in service management, incident resolution, and team development.

Throughout my career, I have successfully managed IT service operations, ensuring adherence to industry best practices and service level agreements. My experience spans across multiple sectors, including education and non-profit, where I have implemented ITIL frameworks and led teams to achieve high performance. I am passionate about mentoring and developing talent within my teams, fostering an environment of continuous improvement and innovation.

Experience

Work history, roles, and key accomplishments

Current

IT Services Manager

Current

Living God Gospel Church

May 2021 - Present (4 years 1 month)

Oversees and optimizes IT service delivery, ensuring alignment with strategic objectives. Manages service management functions and acts as an escalation point for incidents. Responsible for team management and performance evaluation.

IT Service Management Incident Management Change Management Team Management Vendor Management ITIL Performance Monitoring Asset Management

IT Service Desk Manager

National Composites Center

Jul 2019 - Feb 2020 (7 months)

Managed a team responsible for IT service operations, ensuring support for business operations. Oversaw the IT Service Desk and maintained high service standards.

IT Operations Team Management Service Desk SLA Management IT Support Performance Monitoring Incident Management Problem Solving Customer Service ITIL

IT Helpdesk Supervisor

TriplePs LTD

Oct 2018 - Jul 2019 (9 months)

Supervised the IT Help Desk team, ensuring adequate support and adherence to SLAs. Managed skills development and maintained policies and procedures.

Help Desk Support SLA Management Policy Development IT Support Performance Monitoring Customer Service ITIL Incident Management

Head of IT

Twinkl Educational Publishing

May 2018 - Sep 2018 (4 months)

Managed IT infrastructure and strategy for Twinkl HQ and global offices. Led IT services and developed solutions for a growing team.

Team Management Infrastructure Management SLA Management IT Service Delivery Innovation Project Management ITIL Performance Monitoring Recruitment

IT Services Consultant

Independent/VistaTek

May 2014 - May 2018 (4 years)

Consulted on IT projects, focusing on service desk operations and SLAs. Ensured client satisfaction and drove improvements in service delivery.

Consulting Service Desk SLA Management ITIL Project Management Process Improvement Customer Service Vendor Management

IT Supervisor

Commonwealth Secretariat

Apr 2006 - Apr 2014 (7 years 11 months)

Led a team in delivering IT services across multiple locations. Managed ITIL implementation and coordinated daily activities of the IT team.

Team Leadership ITIL Service Delivery Performance Monitoring IT Support Project Management SLA Management Customer Service Incident Management

Site IT Champion

Ontario Power Generation

May 2001 - Apr 2006 (4 years 11 months)

Managed a corporate Help Desk system and identified opportunities for process improvements. Supported management in executing IT business processes.

Help Desk Support Process Improvement IT Support Team Management Customer Service ITIL Incident Management Performance Monitoring SLA Management

Network Administrator

Smith Group JJR Inc

Apr 1999 - May 2001 (2 years 1 month)

Managed network systems and provided support for IT infrastructure. Ensured optimal performance and security of network operations.

Network Administration IT Support Infrastructure Management Security Management Troubleshooting Performance Monitoring Customer Service ITIL System Configuration Documentation

Desktop Support Technician

Centre for Education and Training

Oct 1998 - Apr 1999 (6 months)

Provided desktop support and troubleshooting for users. Assisted in maintaining IT systems and ensuring user satisfaction.

Desktop Support Troubleshooting IT Support Customer Service ITIL User Training Documentation Performance Monitoring Incident Management

Education

Degrees, certifications, and relevant coursework

University of Toronto

Bachelor of Arts, Information Technology

1993 - 1997

Completed a Bachelor of Arts degree focusing on various aspects of IT management and service delivery, equipping with essential skills for a career in Information Technology.