Arif R.
Senior IT Service Delivery Manager
Open to offersNew to PlatformAbout
Arif R. is an experienced IT Service Management and Service Delivery professional with over 30 years of experience in the public and private sectors, including local government, healthcare, and national programs. Arif has proven expertise in managing end-to-end service delivery within demanding live service environments for over 3,000 users, ensuring services are delivered in line with SLAs and operational governance requirements. As a Service Transition and Change Manager, he managed live production environments, using ITIL-based practices for service level management, change management, and incident response. At Walsall Council, he led a multi-disciplinary team, improving first-time fix rates to over 85% by refining team dynamics and communication. His skills in Service Reporting and Management Information using Excel and Power BI have consistently driven measurable service improvements and facilitated strategic decision-making. His commitment to service excellence is supported by certifications including ITIL 4, PRINCE2, and a Level 5 ILM in Operations Management. Arif is available for roles requiring vetting processes and confidentiality, and he contributes actively to local community initiatives.
Experience
Service Transition and Change Manager
Insights Learning and Development · 2021 — 2025Functioned as a key authority in the live production environment, collaborating with global stakeholders to ensure services adhered to governance, risk, and operational readiness standards. Fostered strong relationships with business and technical teams to maintain service continuity while supporting controlled change activities. Chaired discussions to align change efforts with operational necessities, thereby minimizing disruptions. Granted final approval for service introductions, validating readiness across technical, operational, and business domains. Promoted a culture emphasizing communication and proactive risk identification within technical teams, enhancing operational resilience.Change Manager
Graphnet Health · 2021 — 2022Served as a pivotal control point for the live service environment, working closely with clinical, operational, and technical stakeholders to ensure compliance with governance and patient data protection protocols. Coordinated high-profile national service activities as the primary point of contact for the National Immunisation Management System (NIMS), facilitating complex changes within a critical healthcare setting. Managed the approval process for changes and assessed release readiness, ensuring oversight of risks and service impacts before production. Collaborated with Agile delivery and operations teams to align service demands, evaluate risks, and support the safe introduction of changes. Conducted evidence-based post-implementation reviews to address service issues, fostering learning and reducing incidents in vital systems.ICT Service Desk and Change Manager
Walsall Council · 2006 — 2021Oversaw a high-pressure Service Desk that supported over 3,000 staff in a large local authority setting, ensuring quality service across diverse operational needs. Held accountability for live service governance, coordinating with internal stakeholders and technical teams to regulate service changes while managing risks to maintain stability of public-facing services. Exercised oversight of service performance through detailed monitoring of live support activities, leveraging operational data to facilitate decision-making. Enhanced first-time fix rates and cultivated a collaborative culture through improved communication and management techniques. Utilized Excel and Power BI for performance analytics, identifying root causes and service quality enhancement opportunities. Implemented ITIL-based practices across change, incident, and problem management processes to bolster service control. Managed incident responses during major service disruptions, striving for swift restoration of services. Served as the ultimate authority for Operational Readiness, ensuring strict adherence to transition protocols to confirm support models before live deployment.
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