John Sheridan Email & Phone Number

Round Rock, Texas, Us

Leading digital transformation by automating and simplifying work across the enterprise. Accountable for the enterprise service management organization, I have the honor of leading an outstanding global team of engineers, product owners, designers and support engineers delivering transformative capabilities leveraging the ServiceNow platform. Over the past few years we have brought the ServiceNow platform much deeper into the employee and customer experience, dramatically narrowed the value gap, accelerated delivery and reduced technical debt in the environment allowing our engineers to maximize time spent enabling new features and functionality. Recent highlights include: • Use of AI, NowAssist and machine learning capabilities driving unassisted support and self-help volumes up while reducing dependencies on live agents and assisted help with 25-30% capture rate for chat automation (over 5k chats per month not reaching the desk) and 40% deflection of incident creation via customer portal (avg 19k incidents deflected per month). • Delivered a fully accessible customer service portal (employee center) experience compliant with the latest standards and an integrated portal experience unifying HR, Legal, IT and Security • Implemented hardware asset management for client devices (PC's & Laptops) integrated with customer order processes delivering cost savings and efficiency gains• Conceptualized and implemented a shared business service instance of ServiceNow allowing the business to onboard as tenants, consume ServiceNow capabilities and engage in citizen development• Modernized Dell’s configuration and asset management processes achieving over 98% data quality per quarter for the past 8 quartersOur vision is to continuously deliver and evolve the technology that defines, structures and automates the flow of work across the enterprise enabling a world class team member experience and the team is firing on all cylinders!

Austin, Texas, Us

• Leading a large global operation responsible for the provisioning, release, support, maintenance and operation of thousands of cloud customer environments generating over $1b in annual revenue for Oracle’s Construction and Engineering Global Business Unit• Identified gaps and opportunities in the existing DevOps model to improve revenue generating activities such as deployments and provisioning reducing my organization’s average duration by 30% and improving cloud margin• Defined organizational success factors and implemented visual methods of tracking resulting in a 68% decrease in ticket aging and backlog, increased service availability and improved the overall customer experience• Providing direction and mentoring to maturing ITIL based service management processes and process owners driving toward a service and availability oriented operating model• Accountable for Change and Release management for all cloud products in CEGBU• Leading the integration of employees, products, customers, processes and services from two recently acquired companies into Oracle cloud datacenters and infrastructure• Accountable for end-to-end project execution supporting cloud product releases and upgrades, identification of automation opportunites and overall quality of delivery• Key business partner interfacing with Global Business Unit leadership, Customer Success and Customer Support organizations in defining engagement models and alignment of product, customer and support strategies • Mentoring peers and team members in the areas of visual leadership, service management and operational transformation

Round Rock, Texas, Us

• Leading IT Service Management Engineering and Delivery, a global organization responsible for the support and delivery of applications, infrastructure, processes and governance over operations and service delivery for 140,000 team members world wide• Leading a team of Systems Analysts, Solution Engineers, Developers and Managed Service Providers responsible for 24/7 support and a portfolio of enhancements and projects• Define and communicate the strategy, budget, roadmap, support model, SLA’s and staffing needs to executive leadership, peers, team memebers and customers• Accountable for the availability, operation and ongoing improvement of the ServiceNow platform and ITIL process enablement that runs global IT operations• Established a metrics driven operating model inclusive of demand intake and prioritization, agile release management, governance, license management, and continuous improvement supporting applications and infrastructure distributed across Dell IT’s cloud• Key business partner interfacing with HR, Marketing, Product Development, Manufacturing, IT Operations presenting operational metrics, KPI performance and service improvements • Identify needs, structure and maintain partner contracts, statements of work and relationships for licenses, surge resources and managed service providers ranging from $50k to $10M• Owner of the Enterprise Service Portal, a consumer grade shopping experience that serves as the central IT marketplace where users come to learn, order and obtain support services

• Responsible for the Enterprise ITSM Program and application support including establishment, measurement, and integration of processes and services that enable the business• Mentored and coached process owners and leaders on establishing measures, KPI’s and improvement of their processes and operations• Developed and implemented a system for the intake, disposition, and tracking of continual service improvement opportunities yielding 36 actionable, service improvements within 60 days• Created a suite of real time executive scorecards and operational level dashboard reporting and alerting reducing incident duration and increasing avoidance• Integrated software development, QA and support leveraging DevOps optimizing speed of delivery and scalability of post-deployment support to meet growing business demands

Framingham, Massachusetts, Us

• Accountable for 24/7 tier 1 and 2 support, stability, client satisfaction and overall delivery of the global SAP, CRM integration, point of sale and Windchill platforms• Served as the point of escalation and communications on systems availability and operations during peak sales periods and on all service disruptions impacting in-store point of sale, e-commerce, QVC and other consumer revenue generating interfaces• Accountable for managed service provider agreements and over 100 support resources including establishment and review of performance metrics, scorecards, run book, service level compliance, and remediation activities• Defined, implemented and continuously improved operational support services across an expanding global portfolio of Bose business and engineering projects and applications• Set the vision, strategy and budget for maintenance and support• Created strategic alignment across the Bose IT organization including management of strategic partner and vendor relationships to eliminate waste and improve global service delivery• Developed Lean based volume and trend metrics measure support performance and drive SLA adherence, reduce service restoration times and reduce support costs

Oo

• Developed and managed a global team of developers, QA, and operations analysts responsible for the delivery, availability, operation, improvement and and retirement of the enterprise web applications and infrastructure distributed worldwide• Directed major incident triage activities in a 24/7/365 support model by bringing together key individuals from multiple functional areas and geographies to facilitate timely resolution and service restoration • Responsible for prioritization, development and delivery of a portfolio of project, enhancement and maintenance work. Primary interface between application operations and PMO.• Mitigate operational and reputational risk to the organization by implementing continuous improvement initiatives designed to avoid down time through alerting and event detection• Key role in setting application support strategies utilizing the ITIL framework • Responsible for the career growth and development of staff and managers• Serve a dual role as Service Delivery Owner for the web application portfolio responsible for setting of and adherence to annual maintenance and enhancement budgets. Managed vendor contracts and client expectations at all levels of the organization as well as negotiating for and securing capital and resources. • Owned, maintained and negotiated relationships with external vendors (SaaS and MSP)

Wilmington, Ma, Us

Certificate, Applied Project Management

Bachelor Of Science, Business Management