Stephen Paul Taylor

Summary Senior IT Service Management Specialist with 16+ years of experience leading ITSM strategy, service delivery, and digital transformation across Defence, Government, Finance, Healthcare, Manufacturing, and Engineering sectors. Proven track record of designing and implementing ITIL 4-aligned service management frameworks, operating models, and SIAM-based governance structures. Experienced in delivering large-scale transformation programmes (up to £4M), driving measurable improvements in service performance, user experience (UX), and operational efficiency. Expert in stakeholder engagement at C-suite level, ITSM tool optimisation (ServiceNow), and embedding continual service improvement cultures. Strong leadership capability, with a focus on building high-performing teams and aligning IT services with business value. Core skills & Competencies IT Service Management (ITIL 4), ITSM Strategy & Transformation, Service Delivery & Operational Excellence, SIAM (Service Integration & Management), Continual Service Improvement (CSI), Service Assurance & Service Transition, Business Relationship Management, Stakeholder Engagement & Governance, ServiceNow (Process Design & Automation), KPI / UXI Frameworks & Performance Measurement, Change Management (APM, Agile, PRINCE2), Risk & Issue Management, Target Operating Model Design, Contract & Commercial Management, Team Leadership & Development. Key Value Delivered Delivered enterprise ITSM transformation programmes on time, in full, and under budget. Increased user experience (UX) performance by up to 85% within 6 months. Established ITIL 4 service capabilities across complex SIAM environments. Led service transformation initiatives valued up to £4M.