Roy San Juan
@roysanjuan
I build ITSM operating models that improve service performance and resilience.
United KingdomWhat I'm looking for
At ASOS, I built and led a 12-person 1st, 2nd and 3rd line support organisation for business-critical technology, defining its operating model, governance, procedures and escalation paths.
I’ve owned ITSM governance across Incident, Major Incident, Problem, Change, Service Request and Release Management, leading high-severity incidents through resolution, RCA and corrective action. I reduced support backlog by 88% through automation and workflow improvements, while improving SLA compliance and customer satisfaction by 90% through process optimisation and third-party management.
I’ve delivered ServiceNow governance dashboards for senior leadership, transitioned Microsoft Dynamics 365 Finance & Operations into sustainable BAU support, and developed teams through coaching and mentoring, achieving a 100% internal promotion rate.
Experience
Work history, roles, and key accomplishments
Built and led a 12-person support organisation, owning ITSM governance and service performance. Reduced support backlog by 88% and improved SLA compliance and customer satisfaction by 90%.
Led service transition and IT delivery initiatives, establishing governance and performance reporting. Coordinated cross-functional teams through high-severity incidents and implemented ITIL-aligned process improvements.
Managed external support teams and vendor relationships, coordinating internal and external teams to improve service continuity. Increased SLA compliance and customer satisfaction by 90% through process optimisation and third-party management.
Managed software development lifecycle activities including requirements, development, testing, deployment and support. Improved system performance by 90% and reduced operational incidents by 80% through application enhancement and optimisation.
Systems Analyst
Worked as a Systems Analyst, supporting enterprise systems and operational processes.
WMS System Analyst / Shift Leader
Served as WMS System Analyst and Shift Leader, supporting warehouse management systems and leading shift operations.
Education
Degrees, certifications, and relevant coursework
St Michael’s Catholic High School
GCSE, General Studies
Completed GCSEs including English, Mathematics and Science.
ITIL Foundation
ITIL Foundation Certification, IT Service Management
Earned the ITIL Foundation certification.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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