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Wafa Abdelhadi, MAOD

Wafa Abdelhadi, MAOD

ITSM Service Delivery Director at JLL

Greater Chicago Area

ITSM Delivery Manager with expertise in resolving process, customer and quality issues. Core capabilities in Service Management (Incident, Problem, and Change), call center management, project management, regulatory environments and training. Earned a Masters in Organizational Development with emphasis on organizational change, transition, conflict management, leadership coaching, and emotional intelligence. Strong leader who can bring change and improvement through effective team leadership. Experienced in BMC Remedy, HP OpenView, ServiceNow, Axios ITSM, and Salesforce tool sets.

Customer Service
Service Management (Incident, Problem, and Change)
Quality Management (ISO and SOX Audit experience)
ITIL Foundations
Training & Development
Organizational Leadership and Development
Diversity & Inclusion


  • ITSM / Operations Consultant (JLL)
  • Major Incident Manager / Problem Manager (Grainger)
  • Service Relationship Manager (Arkadin)
  • ITSM Service Delivery Director (JLL)
  • IT Technical Operations Manager / Incident Commander (Aon)


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