James Mara

Connersville,USA

Summary

Seasoned IT Service Delivery Manager with 16+ years of experience driving service excellence, leading global IT operations, and optimizing service delivery through ITIL-compliant practices. Proven ability to lead cross-functional teams, implement robust incident and problem management frameworks, and align IT services with business goals. Known for improving operational efficiency, minimizing system disruptions, and delivering measurable service improvements.

Overview

years of professional experience

Certification

Work History

IT Problem Manager - Service Delivery

Worldpay

01.2025 - 06.2025

Led root cause analysis efforts using tools like 5 Whys and fishbone diagrams to reduce recurring issues.
Collaborated with cross-functional teams to streamline problem resolution and implement corrective actions.
Delivered detailed reports to senior stakeholders outlining trends, impact, and resolution strategies.
Implemented continuous improvement plans to increased first-time resolution
Maintained accurate records of all problems within the organization''s IT environment (Service Now), ensuring full visibility into historical data when required for analysis or audits purposes.

IT Service Delivery Manager

AO World

Bolton, Greater Manchester

11.2007 - 03.2024

Spearheaded IT service delivery for 15+ years, managing up to 20 team members (including Service Desk, Site support, infrastructure and data analysis) and supporting 1,000+ users.
Implementation of a company-wide incident management system-including end to end incident process from 1st line support all the way to major incident management.
Designed and maintained SLAs, KPIs, and dashboards to track and improve service quality across tech function.
Built and executed a full change/release management process
Identified and automated repetitive processes, through root cause analysis process using various ITIL processes
Oversaw major incident coordination, minimizing business impact and ensuring timely communication.
Increased customer satisfaction scores by implementing feedback-driven improvements in IT service delivery processes.
Streamlined communication between IT teams and stakeholders, ensuring timely resolution of service requests and incidents.

Education

9 GCSEs - Maths, English, Science

Smithills High School

Skills

- ITSM & Tools: ITIL v4, ServiceNow, Incident & change management, Problem Analysis
- Leadership: Team management, stakeholder engagement, cross-functional collaboration
- Operations: Root cause analysis (RCA), KPI/SLAs, major incident & incident handling, automation

- Compliance & Reporting: ITIL Framework, service audits, performance dashboards
- Soft Skills: Analytical thinking, communication, problem-solving, time management