Open to opportunities

ojogbane samson

@ojogbanesamson

IT service delivery and operations leader delivering ITIL-aligned uptime, SLA performance, and MTTR with ServiceNow and Azure.

United Kingdom

Message

What I'm looking for

I’m looking for a role leading IT service delivery and operations—managing incidents, SLA performance, and continuous improvement—where I can use ServiceNow and Azure monitoring to keep business-critical systems stable.

I’m an IT Service Delivery and Operations professional with strong experience supporting enterprise and retail IT environments. I currently contribute to IT Operations within Specsavers, managing incidents, service requests, and operational performance through ITIL-aligned practices using ServiceNow, Azure monitoring tools, and enterprise support platforms.

I’ve maintained >95% SLA resolution compliance, supported reductions in Mean Time to Resolution (MTTR) through improved triage and escalation coordination, and strengthened collaboration between infrastructure, application, and vendor teams to improve incident response efficiency. Across distributed retail environments, I proactively monitor systems, support major incident escalations, and analyse trends to drive continuous service improvement—keeping business-critical platforms available across multiple locations.

Experience

Work history, roles, and key accomplishments

Current

IT Operations & Service Delivery Analyst

Current

Specsavers

Jan 2026 - Present (3 months)

Manage incident and service request lifecycles in ServiceNow aligned to ITIL 4, maintaining 95%+ SLA resolution compliance. Coordinate major-incident escalation and Azure monitoring support to restore retail service availability across distributed locations while improving MTTR.

ServiceNow ITIL Incident Management MTTR Root Cause Analysis