Samuel Lamai

I’m an IT Change Manager experienced in managing SaaS and cloud environments, delivering technology change, and improving digital user experiences across enterprise organisations. I bring strong stakeholder collaboration, demand and capacity planning, and risk management to protect delivery timelines and service stability.

In my current role, I own end-to-end change processes and chair weekly Change Advisory Board (CAB) meetings to align engineers, product owners, and stakeholders. I manage the Forward Schedule of Change (FSoC), produce structured reporting for platform governance, and lead changes through communication and readiness planning.

Previously as a Service Desk Engineer, I delivered 1st and 2nd line support for a Windows-based environment and supported enterprise SaaS platforms including M365 and Azure AD. I consistently drove issue resolution with a monthly target above 90% and improved day-to-day service reliability.

Earlier in my career, I led an award-winning team delivering enterprise IT services, improving digital service performance by 25% through training and process optimisation. I also focus on continuous improvement—capturing lessons learned through post-implementation reviews and automating processes using tools like MS Excel and Microsoft 365.