John Ferrera Email & Phone Number

Deep IT Service Management experience including leading the strategy, design, development, and operation of multiple Fortune 100 IT Service Management (ITSM) implementations from the ground up. This included the necessary organizational change management program for adoption and then continuous service improvement (CSI). These programs drove savings of millions annually through the operational efficiencies gained. Business and user satisfaction with IT services was improved in all cases even while the cost of delivering these services decreased. My leadership in setting strategies for aligning teams, technology, process and documentation to achieve IT operational efficiencies while continuously improving IT service delivery and reducing costs has been demonstrated in companies large and small. Whether getting the opportunity to start from scratch (I love that!) or stepping in to assess an existing operation (I excel at that!) I can define and then lead the improvement strategy and underlying delivery programs and projects. The resultant road map KPI's and SLA's show where we are and how the journey is progressing.I understand how to to gain buy in for organizational change by working across the IT, business and vendor stakeholders to collaborate, educate and influence by showing the benefit to their role as well as the overall benefit to the organization. People need to see what is in the outcome for them. As the journey unfolds, I excel at demonstrating program, project, and operational delivery through planning the work and building in metrics (KPI’s and SLA’s) to show continuous improvement and or progress towards objectives through a data oriented and CSI mind set.I build teams and cultures that people want to be a part of. I inspire people to be accountable and to perform at high levels while developing themselves and the people around them. I am quick to deal with non-performance when necessary. We will enjoy the journey as we deliver on our commitments to the organization. I have been a leader of teams in literally every aspect of IT. I have earned great success by driving excellence in IT operations and infrastructure to enable support of critical business systems and to allow the business to focus on the business. The savings generated by the operational efficiencies on the support and operations side of IT allow investment to be diverted to the development of competitive advantage software and systems to drive new business opportunity. I can do this for your organization.

Listed skills include Itil, Management, Change Management, It Service Management, and 27 others.

• 

  Augsburg University

  Economics