Danny Deori

Professional Summary:

IT Service Operations Team Lead with 12+ years of experience in managing and optimizing ITSM processes within large-scale, complex service environments. Proven success in delivering continuous service improvements, driving ITIL-based governance, and leveraging platforms like ServiceNow to enhance service delivery. Skilled in Incident, Problem, and Change Management, Stakeholder Engagement, and Team Leadership. Strong track record in process transformation, vendor coordination, and data-driven decision-making. Adept at aligning IT services to business goals and delivering high-quality outcomes in Managed Service models.

Key Achievements:

Led end-to-end migration to ServiceNow, enhancing reporting, incident response times, and CMDB accuracy.

Oversaw Configuration Management processes, ensuring data integrity and automation compliance with ITIL standards.

Reduced ~5 FTE through process redesign and automation, directly contributing to a £400K annual cost saving.

Drove ITSM process compliance resulting in ISO 20000 and 22301 certifications for key service areas.

Winner of BT Gold Medal for Continual Improvement and Exceptional CI Level Accreditation.

Managed IT fulfilment services for a major US client, optimizing response times and service desk coordination. Handled procurement, inventory, and lifecycle management of IT assets using enterprise ITSM platforms.