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Kristian Canlas

@kristiancanlas

IT Service Delivery Lead at Accenture / BHP / Cognizant, improving enterprise service delivery and employee offboarding asset workflows.

United Kingdom

Message

At Accenture / BHP / Cognizant (TUPE), I lead IT service delivery across a complex, multi-vendor enterprise environment and lead a five-person team.

I manage incidents, major incidents, changes, and SLA/KPI reviews. After a risk assessment identified unacceptable operational risk, I rescheduled a core-switch upgrade from business hours to the weekend.

I use vendor service reviews to identify performance gaps and agree corrective actions. When a supplier couldn't provide three agreed project resources, I coordinated internal cover and backup arrangements to protect delivery.

I improved the employee offboarding asset process by mapping its workflow in Microsoft Visio, identifying legal and compliance risks, clarifying asset handling, and retraining the team to reduce human error.

Experience

Work history, roles, and key accomplishments

Current

IT Service Delivery Lead

Current

Accenture / BHP / Cognizant (TUPE)

Nov 2014 - Present (11 years 10 months)

Lead IT service delivery across a complex multi-vendor enterprise environment, managing incidents, major incidents, changes, and vendor relationships. Improved the employee offboarding asset process by mapping the workflow in Microsoft Visio and retraining the team to reduce human error.

IT Service Management Incident Management Major Incident Management Change Management SLA KPI Management Vendor Management Team Leadership Microsoft Visio Microsoft 365 ServiceNow Power BI Microsoft Copilot Workflow Automation

IT Support Engineer & Executive Support Specialist

IBM – BHP Billiton Account

Oct 2012 - Oct 2014 (2 years)

Resolved software, hardware, and network issues for approximately 200 users, coordinating specialist teams where required. Administered Active Directory, Equitrac/Printer, and BES environments, and supported the rollout of 1Desktop / Windows 7 to more than 200 users.

Active Directory Equitrac BES Blackberry ActiveSync Win7 IT Support Troubleshooting

IT Support Engineer / Onsite Support Engineer

IT Lab – Big Ideas Group

Aug 2011 - Oct 2012 (1 year 2 months)

Provided 1st and 2nd line support across onsite and remote requests, prioritising incidents by business impact. Managed PC imaging, deployments, and end-user issues across client environments.

IT Support Incident Management PC Setup and Imaging Deployment Troubleshooting

IT Support Engineer

MEC – Group M, London

Jun 2011 - Aug 2011 (2 months)

Provided 1st and 2nd line IT support to approximately 500 users while working within strict SLA requirements. Managed 30+ incidents and service requests per day through the ITSM platform, troubleshooting, resolving, or escalating issues.

IT Support ITSM Incident Management Troubleshooting SLA Management