Spotlight on: Kam Chaggar, IT Service Management Lead
While technology plays a key part in delivering Imperial’s digital ambitions I look at new ways to improve the service management function and governance around our processes. This includes all the activities to design, create, deliver, and support IT services.
My team recognises that the core concept of IT Service Management (ITSM) is to deliver IT as a service. As a team we design agile service management processes to help ICT deliver IT services that meets the needs of our customers, like you!
“My role gives me great satisfaction knowing I can share my knowledge and experience with my team and ICT colleagues to identify areas of improvement.”
How did I get here?
In March 2019 I joined Imperial College’s ICT division as a Customer Services Manager for Support Services. My role was to liaise with departments and ICT staff to ensure issues were being resolved. Along the way I met some talented and inspiring people that taught me a lot about what they do at Imperial and how they make a difference.
In August 2020 I was appointed as the IT Service Management Lead for ICT. I am responsible for ensuring the overall success of the service management function. My job includes producing knowledge articles to enable AI technology in the future, and to identify manual processes that can be replaced with automated functions – so you can get quicker resolutions to your IT enquiries.
My role gives me great satisfaction knowing I can share my knowledge and experience with my team and ICT colleagues to identify areas of improvement in order to deliver processes that help improve the quality and efficiency of our IT services.
My future aspirations
This summer I am excited to be taking on a new challenge to broaden my skill set further by taking on more technical and complex activities as the Software Asset Management Lead in the ICT Digital Infrastructure team.
This role will be focusing on a new automated software delivery strategy that enhances the end user experience for staff and students.
My advice
Continue with your aspirations and never stop learning.
Set yourself challenges and goals to keep you motivated and don’t be afraid to ask questions – everyone learns and digests information in different ways.
Most importantly maintain a good work life balance.
“Don’t be afraid to ask questions, everyone learns and digests information in different ways.”
Bonus Material
You can find out more about Kam Chaggar on Imperial People.
Want to join ICT?
We have some great and diverse roles in ICT, and we are always on the look out for the best tech talent.
If you want to join our team check out our current job vacancies.
Check out our Equality, Diversity and Inclusion pages and find out about or activities to remove barriers and create a great place to work.