Ajibola-Joe Yusuf
Dublin
Summary
Accomplished service delivery manager with expertise in incident and major incident management, problem management, and service level management. Demonstrates proficiency in continuous improvement and client relationship management, leveraging ITIL framework to enhance technical support leadership. Skilled in escalations, communications, restoration, root-cause analysis, and implementing best practices for process improvement. Utilises ServiceNow for incident handling and requests, providing 2nd line support and escalation handling. Proven track record in team leadership and development, post-incident review actions, budget control, KPI dashboards, service reviews, automation efficiency, reporting prioritisation and triage. Adept at clear communication across operating systems such as Windows and Linux; cloud platforms including Azure and Google Cloud; tools like ServiceNow and Jira; networking fundamentals; IT asset management; network infrastructure understanding.
Trained IT worker skilled with hardware and software. Analytical in investigating problems, tracing root causes and correcting routine or serious issues. Communicates easily with technical and non-technical personnel to deliver quality support.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
IT Service Delivery Manager
BordGais Energy / Centrica Energy
Dublin, Dublin
01.2020 - 04.2026
- Supervised IT support teams and ensured high-quality service delivery
- Manage third-party vendors and ensure contract compliance
- Coordinated cross-functional teams to deliver critical IT projects on time
- Implemented ITIL-based processes, increasing service efficiency and reliability
- Drive continuous service improvement initiatives, reducing incident resolution time by [75%]
- Managed ticketing systems, ensuring timely issue resolution and improved user satisfaction
- Monitored service performance metrics and introduced corrective actions
- Developed training programs to enhance team skills and performance
- Enhanced team engagement through implementation of motivational initiatives
- Facilitated cross-functional team workshops, enhancing team dynamics and collaboration, leading to innovative solutions
- Fostered strong relationships with vendors, ensured quality support services.
- Reviewed customer feedback to enhance service delivery methods.
- Monitored performance metrics, identified areas for improvement.
- Managed IT service delivery to improve customer satisfaction.
- Oversaw budget management to control expenditure and boost savings.
- Liaised between technical team and clients, facilitated effective communication.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Answered user questions about hardware and software operation to help resolve problems.
IT Deskside Support Engineer
Bordgais Energy / Auxilion
Dublin
07.2019 - 01.2020
- Diagnosed and troubleshooted Windows XP, 7, MS Office 2003, 2010, and Office365.
- Imaged laptops and desktops encrypted and installed systems using SCCM/PXE for deploying images and patches across the network.
- Diagnosed and troubleshooted hardware, including desktops, laptops, and local/network printers.
- Utilised Service Now Ticketing System, Access, SharePoint, and Smartsheet daily to create incident tickets for password resets, AD account creation, asset management, security incidents, and ticket escalations.
- Troubleshooted and resolved issues in XenApp & VDI environments.
- Managed IT service delivery to improve customer satisfaction.
- Coordinated with various departments, improved inter-department collaboration.
- Handled high-priority tickets for quick issue resolution and increased operational efficiency.
- Resolved complex hardware problems with detailed diagnostic techniques.
IT Support Technician
Bar One Racing
Dundalk, Co. Louth
06.2016 - 06.2019
- Provided technical support, handled incoming incidents via phone/email promptly and effectively for all IT users.
- Diagnosed and resolved a wide range of technical issues over the phone.
- Took ownership of calls and saw them through to closure. Escalated calls and issues to senior managers and team leaders where necessary.
- Transformed company's digital security measures by reinforcing firewalls and antivirus software.
- Improved system performance with installation of new hardware components.
Helpdesk Administrator
HP Enterprise
Ballybrit, Co. Galway
07.2015 - 10.2015
- Provided call/chat support to internal HP employees globally with technical related issues.
- Ensured all tickets and phone calls were handled within appropriate service level agreement time frames and escalated tickets as needed using Salesforce.com ticketing system.
- Understood call centre support processes and escalation guidelines.
- Ensured customer satisfaction, service level agreement adherence, and first contact resolution.
- Assisted colleagues with software installation, increasing operational efficiency.
- Documented all interactions and troubleshooting steps accurately in the service logbook.
Helpdesk & Technical Support
The Login Café
Athlone, Co. Westmeath
08.2013 - 04.2015
- Provided installation support and services for setup, installation, movies, adverts, and changes for PC hardware and software. Managed networks, detected viruses, performed recovery, and provided emergency systems support.
- Facilitated on-site training. Used a consultative approach to analyse client training needs, liaising with users of varying technical competency levels and communicating complex information in a clear, user-friendly format.
- Carried out day-to-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Cert - Pharmaceutical and medical
Institute of Technology Tallaght
Dublin 01.2015 - 01.2015
Bachelor of Engineer - Software
Athlone Institute of Technology
Westmeath, Ireland 01.2003 - 05.2006
Higher National Diploma - Electronics and Communication
Lambeth College
City of london 01.2001 - 01.2003
Certificate of Higher Education - Electronic and Computer System
Lambeth College
City of london 01.2000 - 01.2001
Skills
- Service Delivery Management
- Incident & Major Incident Management
- Problem Management
- Service Level Management
- Continuous Improvement
- Client Relationship Management
- Technical Support Leadership
- ITIL Framework
- Escalations, comms & restoration
- Root-cause analyst
- Implement best practice
- Process improvement
- ServiceNow (incidents/requests)
- 2nd line support & escalation handling
- Team Leadership & development
- Post-incident review & actions
- Budget & Cost control
- KPI dashboards & service reviews
- Automation mindset & efficiency
- Reporting, prioritisation & triage
- Clear, calm communication
- Operating Systems: Windows, Linux
- Cloud Platforms: Azure, Google Cloud
- Tools: ServiceNow, Jara
- Networking Fundamentals
- IT asset management
- Network infrastructure understanding
- Technical troubleshooting
- Health and Safety Compliance
Certification
- ITIL 4 Foundation Cert - AXELOS, 2021
- Business Analysis & Process Management Jan 2025
- First Aid Response Aug 2025
Timeline
IT Service Delivery Manager
BordGais Energy / Centrica Energy
01.2020 - 04.2026
IT Deskside Support Engineer
Bordgais Energy / Auxilion
07.2019 - 01.2020
IT Support Technician
Bar One Racing
06.2016 - 06.2019
Helpdesk Administrator
HP Enterprise
07.2015 - 10.2015
Cert - Pharmaceutical and medical
Institute of Technology Tallaght
01.2015 - 01.2015
Helpdesk & Technical Support
The Login Café
08.2013 - 04.2015
Bachelor of Engineer - Software
Athlone Institute of Technology
01.2003 - 05.2006
Higher National Diploma - Electronics and Communication
Lambeth College
01.2001 - 01.2003
Certificate of Higher Education - Electronic and Computer System
Lambeth College
01.2000 - 01.2001