Reliable service delivery, mature processes, measurable outcomes.
About
Senior IT Service Management leader specializing in Problem Management, ServiceNow ITSM governance, and global operations. I lead the maturity of ITSM capabilities by simplifying execution, strengthening quality and consistency, and making outcomes visible through meaningful metrics.
What I’m known for
Clear standards, pragmatic governance, strong stakeholder partnerships, and steady, measurable improvements over time.
Impact
Representative strengths and outcomes I focus on delivering:
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Process ownership & governance
- Define clear process rules, roles, quality standards, and operating rhythms.
- Drive adoption through training, communications, coaching, and lightweight controls.
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Measurable improvement
- Use data to prioritize improvements and surface risks early.
- Build stakeholder alignment through transparent reporting and simple narratives.
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Cross-functional delivery
- Coordinate across support towers and regions to resolve systemic issues.
- Keep initiatives moving by clarifying ownership, timelines, and next actions.
Experience
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Thermo Fisher Scientific — Senior Manager, IT Problem Management Process Lead
- Own Problem Management process direction, standards, and governance.
- Lead training, communications, and role enablement for consistent global execution.
- Measure effectiveness and drive continual improvement with senior stakeholders.
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Thermo Fisher Scientific — Senior Manager, Global IT Service Desk & IT2Go Process Lead
- Lead global service desk operations and performance management.
- Run governance forums with support groups to improve routing and end-user outcomes.
- Drive IT2Go standards that connect centralized support with local site needs.
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Patheon Pharmaceuticals — Senior Manager, Global IT Service Desk / Service Transition / ITIL Process Lead
- Managed global service desk operations and stakeholder expectations.
- Served as ITIL SME; developed standards and delivered training across teams.
- Led Service Transition governance and operational readiness for new/changed services.
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Patheon Pharmaceuticals — UK Data Centre Manager
- Led data centre operations and infrastructure escalation support.
- Delivered enterprise messaging and directory initiatives (including Exchange/Office 365 scope).
- Supported major migrations and consolidation efforts with operational stability as the priority.
Core skills
Strengths include operating under pressure, prioritizing effectively, and delivering clear, consistent outcomes.
Technical snapshot
Broad background across infrastructure, endpoint support, virtualization, and ITSM platforms.
Certifications
Contact
Best way to reach me is email.
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Email
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LinkedIn
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Facebook
© Ben Blackmore.