Michael Adejumo

MICHAEL OLUWASEGUN ADEJUMO, PMP.

24, Skene Street, Bonnybridge FK4 1NF |+447776440190| mike.adejumo@gmail.com

SERVICE DELIVERY, BUSINESS ANALYSIS, CUSTOMER EXPERIENCE & PROJECT MANAGEMENT

Incident & Problem Management | Enterprise Service Management| Systems & Application Support| Regulatory Processing Solutions| Care Support |Home Administration |Team Management |Project Management

A self-motivated, talented and goal-oriented practitioner with extensive experience influencing decision-making in IT financial services, Energy Sectors and other sectors. With analytical and conceptual mind; capable of working with a team effectively in a challenging environment, with an aim of meeting the industrial and commercial profit targets.
Collaborative leader with dedication to partnering with coworkers to promote, engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Talented professional considered knowledgeable leader and dedicated problem solver. Brings over 10 years of valuable expertise to forward company objectives. Attentive to detail with experience in Service delivery and continuous service improvements, coordinating projects, programs and improvements.

Demonstrable experience in enterprise monitoring solutions management, service desk analysis, business analysis and reporting, planning, requirements gathering, and communicating results to senior stakeholders and project management. Subject matter expertise in service level management, continuous service improvement, financial regulatory applications, controls assessments and remediation of vulnerability issues. Other skills and experience listed below:

§  Good communication

§  IT Operations

§  Data Visualization – PowerBI

§  Applications Support
§  Microsoft Office Applications

§  Negotiation & Presentation Skills

§  Documentation & Reporting

§  Care Support & Home Administration
§  Systems support & Troubleshooting

§  Customers Relationship Management

§  Project Management

§  Event Management

P R O F E S S I O N A L E X P E R I E N C E

DILIGENTA LTD – (Subsidiary of Tata Consultancy Services), Stirling, United Kingdom                                                                                                             10/2023 – Date

Customer Services Advisor
The single largest provider of outsourced TPA services to the UK Life & Pensions market.

Directed both voice (inbound and outbound) to customer and back office administrative activities. Have conversations with customers in a confident, friendly and professional manner, informing members on policy details, resolving queries, collaborating with independent financial advisors and most importantly, providing our customers with an exceptional level of service at a time when they need it most.

·       Respond promptly and professionally to customer inquiries and queries via phone, email, and advised

alternate channels.

·       Provide accurate information about products, services, and company policies.

·       Assist customers/policy holders through process of accessing their pensions, claims and savings.

·       Identify and assess customers’ needs to achieve prompt issue resolution.

·       Escalate complex issues to higher-level support or management as needed

·       Communicate effectively and empathetically, demonstrating active listening skills.

·       Provide clear and concise information to customers.

·       Document customer interactions and transactions accurately.

·       Collaborate with other team members, departments, and management to resolve customer issues.

·       Share customer feedback and insights to collaborated on process improvement

·       Maintain confidentiality of customer information

·       Supervised the Team for effective delivery

·       Coaching and KPI management

LARKSFIELD CARE SERVICES LTD, Luton, United Kingdom                                                                                                             02/2023 – 09/2023

Head, Service and Project Management
Directed the delivery of IT Services to the business and coordinates day-to-day IT service management activities. Ensure that all Infrastructure, PCs, Networks are up and working for effective service delivery. Directed the effective and efficient delivery of all projects and work-streams within specified program of work; monitoring each project’s health to ensure are all progressing as planned and remain within the budget. Directed the effective and efficient running of the Homes in conjunction with the Director and Home Managers and ensure the total satisfaction and customer experience of the service users. Delivered exceptional service leveraging on technology and ensure maximum uptime of all IT infrastructure in the daily operations.
·       Oversee and supervised activities of the IT deployment, project office and operations

·       Directed the PC requisition and third party management of the infrastructure

·       Resolve issues raised, escalated or delegated on services and projects through the relevant structures in place.

·       Oversee the delivery of all projects and work-streams within the specified program of work; monitor each project’s health to ensure they are all progressing as planned.

·       Prepare management report and advise the leadership team and executives at the highest level on the service status and the continuous service initiatives.

·       Supervised the effective governance of the program, chairing the program board and other responsibilities and reporting arrangements in-line with the overall company project management framework

·        Advise the leadership team and executives at the highest level on the program status and have a resource plan to ensure successful delivery of the program strategy.

·       Ensure all projects remain within budget.

·       Engage with key internal and external stakeholders across the program, proactively disseminating information appropriately.

·       Oversee project quality management, ensuring projects are delivered to high quality standards.

CROWN INTERACTIVES, Lagos, Nigeria                                                                                                                09/2022 – 02/2023

Head, Service Delivery and Project Management
Directed the delivery of IT Services to the business and coordinates day-to-day IT service management activities. Directed the effective and efficient delivery of all projects and work-streams within specified program of work; monitoring each project’s health to ensure are all progressing as planned and remain within the budget. Ensure  the implementation of technology solutions to clients; fix reliability issues, tracking service metrics, managing budgets, and leading the service delivery team on review of customers’ feedback with a view to establish, improve and refine services.

·       Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.

·       Lead the service delivery team

·       Ensured that all issues logged are resolved with the SLA

·       Supervised the users and customers request, complaints professionally and ensure total satisfaction in line with the promises and agreement with the clients

·       Technical and periodical review of deployed PCs and ensure compliance usage.

·       Assessed reports to evaluate performance, develop targeted improvements and implement changes.

·       Developed effective business plans to align strategic decisions with long-term objectives.

·       Identified trends in customer market places to develop valuable solutions.

·       Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.

·       Implemented operational strategies and effectively built customers and employees loyalty.

·       Delivered profits in 2 months on the Energy  Sector SR2 project for a National Disco

·       Reduced costs, Directed delivery schedules and performed risk analysis to improve overall profitability.

·       Reviewed and directed the workflow management tool product of the organization and improve for implementation as Enterprise Service management tool in line with global best practice.

·       Reviewed the appraisal system and developed service management frame work to address the performance issue

·       Drive implementation of efficient processes and standards for alignment of company strategies

·       Provide training to customers and users on company software tools

·       Mentor and motivate teams to improve productivity and professionalism

·       Report on operational performance and suggest improvements

FIRST BANK OF NIGERIA LTD, Lagos, Nigeria                                                                                                                07/2020 – 08/2022

Head, Enterprises Service Management & Regulatory Applications
Directed the delivery of IT Services to the business and coordinates day-to-day IT service management activities.. Directed periodic reviews, delivery and provided regulatory platforms applications availability for the bank in line with the regulatory requirement of the approving authorities. Ensure the Regulatory processing platform, KYC, BVN, NIBSS (Nigeria Inter-Bank Settlement System), CBN (Central Bank of Nigeria), FCCM (Anti money laundry) and other associated applications availability for users while planning on envisaged growth. Perform application configurations and problem and incident management to ensure IT service continuity and supply. Fostered a cohesive team atmosphere by liaising with risk, branch operations, finance, and IT Teams
·       Lead the Service Desk Team and the Network Operation Centers Analysts

·       Leading a team IT professionals providing information technology support for a network of over 700 branches in the bank and subsidiaries – Africa. The support include network devices, PC repairs and deployment, ATMs, applications.

·       Supervised the Third party vendors on the acquisition of PC and identifying the areas of needs for deployment

·       Ensure 100% of tickets logged on Service Desk are resolved within the SLA
·       Directed the Hardware Asset Management System and deployment of infrastructure for the business.

·       Directed, reviewed and resolved users, customers request and complaints and escalate as may be necessary and follow through to resolution.

·       Ensure the improvement on customer experience index

·       Project managed the upgrade of the Enterprise Service Management solution  of the bank deployed across the entire group. These applications consists of the Service Desk application, network applications and event management monitoring solution.

·       Supervised the development and the implementation of the EFAAS (Application by the regulators) rendering returns on Non-Export transactions and provisioning solutions in line with the new CBN standards before the deadline set by the regulator.

·       Developed and maintained analytical tools to support performance decision, and analyzed provisioning performance highlighting trends and key areas for management action.

·       Developed a bank-wide reporting solution which simplified the collection of transactional data across diverse branches and applications availability for daily operations for management visibility towards improvement of service and customers’ experience.

·       Project directed, managed and delivered new regulatory applications as required by regulators and replaced the legacy and obsolete ones for conformity with the current transaction dynamics in the local, foreign and international trade.

·       Reviewed disclosure reports of peer banks in terms of ATMs and Inter-bank transactions and provided comparative insight and advised solutions leveraging for competitive advantage.

·       Developed a transactional performance dashboard for the Transaction Banking Group which provided stakeholders with robust insight on the performance activities of the group’s platforms for proactive planning, monitoring and engagement with the relevant teams.

·       Adherence to secure the capability of resources while resolving all problems and ensure that changes and update made on Regulatory applications follow due process and is in line with strategic corporate goals

·       Evaluate all problem and impact analysis professionally in line with corporate governance and recommend solutions and workaround

·       Implemented CBN circular on Banks Tariff and other regulatory configuration on the system as always requested by Regulators

·       Supervised and ensure that all existing and new parameters in addition to all required configuration as relate to Regulatory applications are properly setup in all servers (UAT, Training and Production)

·       Carried out proactive monitoring, operation and maintenance of applications to support operations and ensure compliance to relevant standards and daily reports. Ensure 99.6% of all Applications platforms

·       Oversaw routine application analysis, and evaluation on resource requirements ( PC, Servers etc) necessary to maintain and/or expand service levels

·       Provide continual evaluation processes and procedures, and suggest methods to improve areas of operation, efficiency and service to application/service owners within and outside IT
·       Facilitated trainings to customers and users on company software tools

ACCESS BANK PLC, Lagos, Nigeria                                                                                                                02/2012 – 07/2020

Service Delivery Manager                                                                                                            01/2019 – 07/2020
Directed the delivery of IT Services to the business and coordinates day-to-day IT service management activities. Planned the service management strategy and implemented various initiatives thereby ensuring the dominance of the bank amongst peers. Supervised the IT operations and deliveries to over 700 branches of the bank network and subsidiaries and successfully deployed a group enterprise service management solutions thereby saving costs. Enabling technology-based changes through understanding the business/project objectives, defining and supporting the identification of solutions that deliver value to stakeholders. Supporting the internal and external technology customers in understanding the bank requirements and their linkages to the overall profitability strategy. Providing specialist knowledge to help the team understand and ensuring the bank is compliant with the statutory and regulatory standard – ISO/IEC 20000 and ITIL.

·       Head the Service Desk Leads/Analysts and the Network Operation Center Analysts

·       Identifying and managing priorities for the enterprise service management tool project based upon feedback from the key stakeholders and the team, and monitoring release phases. Planning of work considered all viewpoints to ensure the tool is fit for use and any risks have been addressed/have a path to address.

·       Facilitated weekly Incident and Problem Management meetings and elicited the ideas and requirements for continuous service improvement

·       Articulated and quantified business impacts of changes to the Core banking applications and other business solutions in the whole customer experience initiatives which allowed stakeholders to make informed decisions and recommendations of priority for technical solutions.

·       Improved SLA performance achievement from 79% to 99% in a space of three months after the merger of Access Bank and Diamond Bank

·       Improved IT relationship with Customer experience and thereby increase satisfaction on channels resolution
·       Improved service delivery on reports request through automation making it self-service to users and reducing the turnaround time for financial reports and documentation.

·       Negotiated for the cost reduction of the enterprise service management solution – Ivanti and save the Bank 30% and thereby improve profitability.

·       Project managed the deployment and management of the web-based Enterprises Service Management Application  project which made it easily accessible outside of the bank’s internal network

·       Provided the efficient management of operations and services during the COVID-19 by implementation of Service management safe haven which ensured uninterrupted banking services to the customers.

·       Established and maintain excellent customer relationships and develop confidence in the systems and processes through periodic business review with concerned stakeholders
·       Member IT Steering Committee, Change Management Board and Operations Divisional Committee of the Bank

·         Provided analysis on channels transactions and customers’ relationship management trends to senior stakeholders, customers’ experience committee, and contributed to the improvement of the Bank’s customers’ satisfaction performance index.

·       Project Team Lead on the review of the Service Management processes and procedures and certification of the Bank’s for ISO/IEC 20000 ITSM.

·       Ensure all services monitored by Command Centre are up and running and effective communication to business (Bank) in event of service disruption and engagement with Contact Center to update global customers.

·       Coordinate and supervised resolution of major incidents, initiating War Rooms as appropriate for all Sev1 and reviewed of RCA to identify opportunity for continuous service improvement.

·       Ensure 99% of tickets logged on Service Desk are resolved
·       Performance appraisal systems for the bank through the SLA achievement for the Teams and individuals mapped for service delivery.

·       Monitor market trends and evolving customer needs, taking into account future technology/developments, competitor offerings, operational concerns, and changing regulations

·       Monthly service appraisal and performance review of IT Unit Heads
·       Collaborated with vendors and stakeholders to carry out thorough power capacity planning, resulting in a 30% increase in power availability and improved operational efficiency.

·       Supervised security and ensuring that patches and antivirus are up-to-date on the systems bank wide

·       Interact with Information System Providers and vendors on maintenance agreements

·       Supervise Software and Application rollout in branches in the bank IMTOs – Western Union Money Transfer, Electronic Document Management System, etc.

·       Supervised the integration of branches into the new bank entity and streamlining over 15 software used by the branch after the merger. This facilitated to eliminate redundant software from the system.

·       Carried out comprehensive network assessments, identifying and resolving 100+ network issues, resulting in a 25% decrease in network downtime in the branches.

·       Deployment of cutting-edge technology for business advantages with the Business development Team
·       Facilitated training to customers and users on company software tools

E D U C A T I O N & C R E D E N T I A L S

Master of Information Technology, Ladoke Akintola University of Technology, Ogbomosho, Nigeria.

Bachelor of Technology in Maths & Computer Science, Federal University of Technology, Minna, Nigeria, 2nd Class Upper

Senior School Certificate Examination, St. Joseph’s Boys’ Secondary School, Lagos, Nigeria

Professional Development:
·       Certified Member – Project Management Institute

·       Senior Lead Implementer – ISO/IEC 20000 IT Service Management

·       Microsoft Certified – Azure Fundamentals

·       Associate Member, Chartered Institute of Bankers (Nigeria)

·       ITIL

·       COBIT5

Management Training & Skills
·       Building High Performance Team– University of Pennslyvania

·       Conflict Management – University of California, Irvine

·       Strategic Leadership and Management – University of Illinois

Technical Proficiencies: Enterprises Service Management Tools – Ivanti, CA Service Desk, MSOffice Applications, Workflow Management System, Jira Service Desk, Dynamics 365 CRM, Process Makers, Life and Pension Software, Bancs, Event Management and Monitoring Tools, PC Installations & Troubleshooting, ATMs installation and Management, Inverters, Project Management, Performance Management, Agile Methodology and SQL.

Interests: Reading, Current Affairs, Travel, Sports, and outdoor activities, mentoring, charities.

Volunteer: Cancer Research, UK