Kathrine Dhakad

Lead cross-functional teams of IT professionals in designing, implementing, and releasing new IT Services, ensuring alignment with ITIL best practices and business requirements.

Collaborate with stakeholders to define project scope, objectives, and deliverables, ensuring alignment with business goals and priorities.

• Conduct a thorough analysis of service requirements, dependencies, and risks, resulting in optimising existing services.
• Act as a liaison between the IT department and other business units, fostering strong relationships and understanding business needs.
• Drive the development of appropriate documentation to ensure clear service expectations and accountability. Once developed and released, I maintain all service artefacts and the Services Intranet Site on SharePoint.
• Conduct comprehensive service assessments, identifying gaps and areas for improvement in service delivery and process efficiency.
• Actively participate in IT Service Management meetings and workshops, contributing insights and recommendations for service enhancement.

Successfully managed and delivered internal business change projects, adhering to project constraints. Examples of business projects include SKU development and implementation, the development and launch of a new Lifecycle Service approach across the business and the launch of European Services.

• Managed Network and WIFI survey projects around the world.
• Created standardised scope of work for Networking and WIFI surveys.
• Managed engineer's schedules and site access requirements.
• Streamlined multiple plans and dependencies across range of teams into single overarching perspectives and plans.

• Provided pre-sales assistance in scoping customer's service requirements and post-contract award, project managed the service design and due diligence activities to produce fit-for-purpose Service Design Packages, covering the client's requirements and ensuring delivery capability on behalf of Service Operations.
• Responsible for producing quality, secure, resilient, straightforward designs for new or improved services.
• Operate a handover 'gate' between Business Development Managers and the Service Transition team, including producing and maintaining all design documentation.
• Interact closely with the Product Design team, Business Development Manager, Service Transition and Service Operations to provide an interface between Sales and Services.

• Implemented an ITIL-based Change Management process, reducing unauthorised changes and minimising service disruptions.
• Process author and owner, implementing the change management process and procedure.
• Proficiently controlled the lifecycle of all changes with minimum disruption to the IT Service.
• Assessed, processed, progressed, coordinated, tracked, and updated change requests.
• Continually improving and streamlining processes as the team evolved
• Conduct regular service reviews and customer feedback sessions to identify opportunities for continuous service improvement.