Rob Lee

As Head of ITSM for a Managed Service Provider (MSP), I deliver comprehensive IT service management consulting services. This includes facilitating ITIL training and conducting thorough process reviews for Request, Incident, Problem, and Change Management. I also focus on enhancing the existing ITSM tool to improve operational efficiency.

Managed Senior European Change, overseeing IT change management across European operations. Ensured consistent and controlled changes to IT services within the private banking sector.

Managed Business Change/Problem, focusing on resolving IT problems and facilitating business change initiatives. Ensured smooth transitions and minimal disruption to operations.

Managed Operation Support & MVS Shift Leader, overseeing operational support and leading MVS shifts. Ensured continuous IT operations and effective incident resolution within the banking sector.

Consulted as a Senior ITSM/DR expert, specializing in IT Service Management and Disaster Recovery. Developed and implemented strategies for service continuity and resilience.

Progressed from IT Junior Computer Operator to IT Shift Leader, gaining foundational experience in IT operations and leadership. Managed IT shifts to ensure continuous system availability and performance.

Managed Senior IT Service Management, overseeing critical IT service operations and improvements. Focused on enhancing service delivery and customer experience within the telecommunications sector.

Managed Operation Support & IT Change, providing operational support and overseeing IT change processes. Ensured seamless service delivery and controlled changes within the telecommunications sector.

Managed IT Change, overseeing the implementation and control of IT changes. Ensured adherence to change management policies and minimized risks within the banking environment.

Managed Senior IT Service Management, overseeing IT service operations and strategic initiatives. Focused on ensuring high availability and performance of IT systems for the gaming industry.

Headed IT Service Management, responsible for the overall strategy and execution of IT services. Ensured alignment with business objectives and optimized service performance.

Responsible for overseeing the design, implementation, and continuous improvement of IT service delivery processes to meet business objectives. My role involved leading teams responsible for providing both administrative and development support to the platform, as well as teams managing the incident, problem, change, CMDB, knowledge and service request processes, ensuring alignment with ITIL best

Managed Senior IT Change, responsible for leading and implementing IT change processes. Ensured effective and controlled changes to IT systems and services within the insurance sector.

Consulted as a Senior IT Service Management expert, providing guidance on ITSM best practices and process improvements. Supported clients in optimizing their IT service delivery.

Managed ServiceNow engagements, ensuring successful project delivery and client satisfaction. Collaborated with clients to define requirements and implement effective ServiceNow solutions.

Managed Senior Global IT Service Management, overseeing IT service delivery and operations on a global scale. Implemented strategies to enhance service quality and efficiency.

Managed Senior Change/Project, overseeing significant IT change initiatives and projects. Ensured successful implementation and adoption of new systems and processes.

Managed IT Service Assurance, ensuring the reliability and performance of IT services. Implemented processes to maintain high service levels and customer satisfaction.

Provided expert IT Service Management consulting services to the Provincial Health Services Authority. Focused on optimizing IT processes and service delivery within the healthcare sector.

Directed IT Service Management operations, focusing on strategic planning and implementation of IT services. Led teams to ensure efficient and effective service delivery.

Led support for IT Service Management (ITSM), Customer Service Management (CSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Service Portfolio Management (SPM), Governance, Risk, and Compliance (GRC), and HR Service Delivery (HRSD) processes through expert technical consulting and digital transformation initiatives. Drove continuous improvement efforts and managed IT service manag

Managed Senior IT Change, responsible for overseeing and implementing IT change processes. Ensured controlled and efficient changes to IT systems and services within the banking sector.

Consulted on SLA projects, focusing on defining, implementing, and monitoring service level agreements. Ensured adherence to contractual obligations and service quality standards.

Led IT Service Management, overseeing the delivery and improvement of IT services within the media sector. Focused on enhancing operational efficiency and service quality.

Consulted on IT Service Management initiatives, contributing to the improvement of IT processes and service quality. Applied ITSM best practices within the gaming and liquor industry.

Led ServiceNow solutions, overseeing implementations and customizations to meet client needs. Focused on leveraging the ServiceNow platform for enhanced IT service delivery.

Completed a comprehensive program focusing on computer operations and data processing. Gained foundational knowledge and practical skills essential for managing computer systems and handling data efficiently.