Ted Truong Email & Phone Number

Led high-stakes ServiceNow implementations, driving strategic IT transformation for clients while overseeing large-scale projects and ensuring alignment with business objectives and executive-level stakeholder needs.-Rapidly promoted to a senior role due to demonstrated success in executive-level project management, overseeing high-stakes, enterprise-wide ServiceNow ITOM implementations.-Provided strategic direction to cross-functional teams, including technical architects and business consultants, ensuring alignment with client goals, budgets, and timelines.-Oversaw large-scale projects involving ServiceNow modules, including OMT, HRSD, ITAM, Service Portal, Discovery, SAM Pro, CSM and Advisory projects, driving client digital transformation initiatives.-Acted as a trusted advisor to senior stakeholders, offering solutions to optimize IT operations and increase ROI through the ServiceNow platform.-Led client engagements with a focus on risk management, stakeholder alignment, and business value realization.

Successfully managed complex ServiceNow projects, ensuring timely delivery, risk management, and strong client relationships while leading cross-functional teams.-Directed the successful delivery of end-to-end ServiceNow implementations, ensuring project outcomes aligned with business objectives and stakeholder expectations.-Led strategic client engagements, with a focus on managing complex timelines and ensuring cross-team coordination for seamless project execution.-Regularly engaged with senior leadership on both client and internal teams, identifying risks and opportunities to enhance project delivery and maximize client satisfaction.

Spearheaded high-impact, strategic client projects requiring expert intervention, driving project realignment and business process improvements across both ServiceNow and Microsoft platforms.-Specifically selected to lead high-impact client projects, providing executive oversight for engagements requiring strategic intervention and realignment to meet critical business outcomes.-Led the delivery of enterprise solutions across Microsoft and ServiceNow platforms, ensuring alignment with client business processes and IT infrastructure needs.-Designed and implemented process improvements that enhanced operational efficiency and project execution, delivering increased client satisfaction and stronger long-term partnerships.-Mentored and developed cross-functional teams, guiding team members and improving overall team performance through leadership in project execution and client management.

Managed critical projects by overseeing resource allocation, risk management, and stakeholder alignment, consistently delivering successful outcomes and enhancing long-term client partnerships.-Handpicked to oversee critical projects requiring expert management of project risks, timelines, and resource allocation, ensuring business goals were met.-Delivered high-value results through proactive stakeholder management and close collaboration with cross-functional teams, aligning project deliverables with business objectives.-Focused on continuous process improvement, contributing to overall project success and long-term client engagement.

Lead of workflows, process and automations between IT and business processes, including ServiceNow Portal, service catalogs, incident, change and problem.-Deployed ServiceNow globally within tight project time period, ensuring stakeholder satisfaction whilst achieving requirements from multiple teams and departments.-Implemented standards for data quality using multiple data sources for ease of reporting to management, integrating into our newly developed CMDB-Lead initiative to involve all stakeholders across multiple teams resulting with buy-in that contributed to the success of the project with increased participation in requirements gathering, implementation and testing.-Leveraged ServiceNow implementation to revise existing processes, improving resolution times and communication/reporting with major incidents, daily change meetings and problem management.

Recruited to ITSM team to turn around incident, problem, change and disaster recovery team.-Provided significant recurring and ad-hoc reports and metrics while working closely with management to identify health and performance of people, teams and infrastructure for various projects and management commentary. -Automated ITSM process and workflows to streamline various pain points such as a DR coordination application, automated reporting for various projects and ITSM KPIs. -Increased confidence and reliability as global incident/change manager and DR coordinator responsible for managing high priority incidents as well as coordinating all changes regarding IT infrastructure. DR scheduling was simplified by creating an application to coordinate all efforts across all IT teams to restore service.

Team dedicated to global office build outs and standardizing all IT facilities related assets.-Managed coordination of various vendors across multiple projects including new Sydney office and additional floor build-outs. -Lead of global project to refresh/cleanup all IT assets in all server rooms involving multiple infrastructure, application and external vendor teams

Subject matter expert focused on standardizing tool development, automation, processes and global offices. -Broadened use of ticketing tool across all of IT from 12 people to over 100 using soft sell strategy, gaining buy in from all departments across IT.-Improved reporting capabilities and multi departmental integration as primary ticketing and workflow designer/developer for ITSM tools (BMC Service Desk Express) using ITIL methodology.-Innovation via applications and tools to automate many company-wide processes such as HR and IT integrations such as Workday to Active Directory using VB and PowerShell scripts.-Standardized global offices and international senior management support whilst travelling globally, coordinating and setting up offices in New York, Luxembourg and Mumbai. Travelled alongside board members as support during international trips.

1st, 2nd and 3rd level support for a quickly growing and maturing pension fund.-Trusted escalation point for team regarding ticketing, automation, telephony and global offices.-Motivated and organized the team to achieve goals and SLA’s, while keeping morale up.