Murad Abu-Taleb

I’m a results-driven IT Service Manager with 12 years of experience managing ITIL-aligned service delivery in DEVOPs and agile environments, improving system uptime, and leading high-performing teams. I’m known for strengthening SLA compliance and for bringing disciplined, ITIL-focused process control to incident, change, request, and problem management.

In my current role, I established a new global service management framework based on ITIL in DEVOPs using ServiceNow—integrating multiple European regions, improving SLA and change enablement practice, delivering service transition readiness checklists, and implementing configuration management (CSDM/CMDB). I also lead continual improvement through gap analysis, vendor management, KPI/dashboard reporting, training/workshops, and functional leadership across service teams, with experience supporting major clients and regulated environments.