Koffi Ganke
@koffiganke
Operational Observer | Making Repetition Visible Before Escalation
SpainWhat I'm looking for
I work with large organisations to understand why recurring operational issues only become visible once escalation forces attention.
My background spans global service environments with multiple providers, high demand volumes, and converging incident, request, and enhancement flows. Rather than redesigning processes or implementing frameworks, I observe how work is actually handled under pressure — particularly which fixes, workarounds, and explanations are reused.
Reuse reveals structure. Structure reveals where learning already exists — and where leadership visibility arrives too late.
Experience
Work history, roles, and key accomplishments
SEWorked in a large, global service organisation supporting many business systems delivered by multiple internals and external providers.
Key aspects of the work:
Observed how the same operational problems kept repeating across different teams and regions.
Helped create spaces where teams could talk about recurring problems without immediately turning them into action plans or blame.
IT Global Service Desk Manager
TLScontact – A Teleperformance Company
Jan 2017 - Jan 2020 (3 years)
Managed ITIL-aligned service desk operations, revamped ITSM tooling and portal to cut wastage 40%, and maintained 99.95% data centre service availability while improving cross-region collaboration.
IT Incident and Change Manager
TLScontact – A Teleperformance Company
Jan 2015 - Jan 2017 (2 years)
Owned incident and change processes, created the change management handbook, and reduced major incident frequency from multiple daily to 1–2 per trimester while maintaining 99.95% availability for websites and CRM.
Education
Degrees, certifications, and relevant coursework
UDUniversity of Dundee
Master of Science, Accounting and Finance
Completed an MSc in Accounting and Finance focusing on advanced accounting and financial management topics.
TAThe Association of Business Executives (ABE)
Advanced Diploma, Business Management
Completed advanced diploma program covering business management principles and practices.
TAThe Association of Business Executives (ABE)
Diploma, Business Management
Completed a diploma program in business management covering core management topics.
Institut le Technocrate
Baccalauréat, Quantitative Techniques of Management
Obtained a Baccalauréat in Quantitative Techniques of Management with focus on quantitative methods for management.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Website
operationalsignal.comSocial media
Job categories
Skills
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