TAWANDA M.

Skills

IT Service Desk Leadership & Escalation Management
ITIL 4 (Incident, Request, Problem & Change Management)
Change Advisory Board (CAB) Chairing
Microsoft 365, Intune, Entra ID & Active Directory
Windows 10/11 Endpoint & Device Management
Asset & Configuration Management
SLA/KPI Reporting & Service Performance Analysis
IT Budget Management & Procurement Oversight
Cyber Security & Compliance (ISO27001/NIST aligned)
Continuous Service Improvement & Customer Experience

About

IT Service Manager with over 10 years of experience in IT operations and 5+ years leading service delivery within enterprise and multi-site environments.

Adept at managing service desk teams, governing ITIL-aligned processes, chairing Change Advisory Boards, and delivering secure, reliable Microsoft 365-based digital services.

I also bring a strong background in Windows 10/11, Intune, Entra ID, endpoint security, and continuous service improvement, blending technical delivery with governance, cost control, and cyber security compliance.