Summary
Overview
Work history
Education
Skills
Custom
Timeline
Generic

Jordan Rippon

Portadown,Armagh

Summary

ITIL v4 certified Service Delivery professional with over 1 year managing IT services for high-security government clients. Experienced in incident and problem management using CA Service Desk Manager, coordinating major incidents, and ensuring SLA compliance.

Strong stakeholder management skills, acting as primary liaison between customers and technical teams while driving service improvements and process automation. Proven track record of rapid progression, achieving sole service delivery responsibility within 12 months and implementing solutions that enhance operational efficiency.

Seeking an Incident and Problem Manager role where I can leverage my ITSM expertise and continuous improvement mindset to drive service excellence

Overview

4
4
years of professional experience

Work history

Associate service delivery manager

Fujitsu
Belfast
07.2024 - Current
  • Manage incident and problem lifecycles using CA-SDM (ITSM platform), ensuring issues are tracked through to resolution with clear documentation and audit trails
  • Coordinate major incident response across multiple technical teams (DLP, WINTEL, IMACS), facilitating resolution and recovery activities for high-security government client
  • Lead post-incident reviews and RCA meetings to identify root causes, document lessons learned, and implement process improvements
  • Monitor and report on incident/problem management KPIs and SLA performance metrics monthly
  • Drive proactive service improvements through analysis of incident trends and implementation of preventive measures
  • Facilitate problem management meetings including problem task reviews and inter-departmental status meetings
  • Act as primary liaison between customer stakeholders and IT teams, managing relationships at all levels
  • Successfully transitioned to sole service delivery responsibility within 12 months, demonstrating rapid skill acquisition

Analytical Chemist

Almac
10.2021 - 07.2024
  • Provided exceptional customer service to clients, proactively communicating project progress, findings, and potential challenges through regular video calls and email updates
  • Built strong relationships with clients by demonstrating a deep understanding of their needs, offering personalized solutions, and consistently delivering high-quality results. Managed projects for clients such as MindMed and Boehringer worth over £1 million each.
  • Successfully onboarded new clients, providing comprehensive support to ensure smooth transitions and positive user experiences. Including a first time client for a controlled drug project.
  • Collaborated with cross-functional teams to optimize processes, ensuring customer success and satisfaction. Implemented process improvement saving the business £20,000 per employee per year.
  • Managed multiple projects simultaneously, prioritizing tasks and maintaining budget constraints to meet client expectations and deadlines
  • Utilized strong problem-solving skills to address client challenges, develop innovative solutions, and drive continuous improvement in service delivery
  • Analyzed complex data sets to identify trends, provide insights, and support data-driven decision making
  • Demonstrated a keen attention to detail and a commitment to quality assurance, ensuring that all deliverables met or exceeded client requirements and industry standards
  • Maintained compliance with relevant regulations, security protocols, and governance frameworks, ensuring the protection of sensitive client data and the integrity of IT systems and processes

Education

BSc (honours) - Biochemistry

Liverpool John Moores University
Liverpool
08.2018 - 07.2021

Portadown College
Portadown
09.2014 - 06.2018

Incident & Problem Management Experienced in mgmt - IT

ITIL
12.2024 -

Skills


Incident & Problem Management

  • Experienced in managing full incident and problem lifecycles from identification through resolution
  • Skilled in coordinating major incident response and facilitating RCA/post-incident reviews
  • Proven ability to identify root causes and implement preventive measures to reduce recurring issues
  • Track and report on incident/problem management KPIs and performance metrics

ITSM Tools & Technology

  • Proficient in CA Service Desk Manager for incident, problem, and change management
  • Strong understanding of ITSM tool best practices and process workflows
  • Experience with data analysis and reporting tools for trend identification
  • ITIL v4 Foundation certified with practical application experience

Stakeholder Management & Communication

  • Excellent written and verbal communication across technical and non-technical audiences
  • Experience managing relationships with senior stakeholders and external suppliers
  • Skilled in facilitating problem management meetings and service reviews
  • Proven ability to coordinate across multiple teams and time zones

Analytical & Problem-Solving

  • Strong analytical skills with track record of identifying trends and improvement opportunities
  • Data-driven approach to decision making and root cause analysis
  • Proactive problem-solver implementing innovative solutions to complex challenges
  • Experience developing automated solutions and process improvements

Service Delivery Excellence

  • Deep understanding of SLA management and performance monitoring
  • Experience in regulated, high-security environments with strict compliance requirements
  • Continuous improvement mindset with demonstrated cost-saving initiatives
  • Adaptable to fast-paced environments and changing priorities

Custom

Available on request

Timeline

Incident & Problem Management Experienced in mgmt - IT

ITIL
12.2024 -

Associate service delivery manager

Fujitsu
07.2024 - Current

Analytical Chemist

Almac
10.2021 - 07.2024

BSc (honours) - Biochemistry

Liverpool John Moores University
08.2018 - 07.2021

Portadown College
09.2014 - 06.2018

Similar Profiles

Create profile
Jordan Rippon