Senior Managing Director | It Service Management (Itsm) Consulting | Technical Pm
CurrentWhere SERVICE is the heart of the ITSM Experience!Hands-on IT Service Management (ITSM) Service Integration SME & independent contractor; with an established reputation for both strategic and focused ITIL framework & procedural definition that are based on Digital Capabilities Management Model (DCMM). My experience comes with extensive accolades from IT management for team-motivating abilities and limiting IT risk, creating and managing lean support teams (KPI based), and establishing creative strategies for optimizing infrastructure operations, with financial returns (ROI’s) and external customer service focused reliability.Contract and Advisory Experience:✔ Problem solving and root cause technical determination (ITIL | ITSM | ISO).✔ Technical Project Management.✔ IT business aligned process improvement methodologies that follows PM agile and or waterfall project management process and industry reliability standards.✔ ServiceNow (Cloud PaaS): Working with IT Service Management (ITSM), IT Business Management (ITBM & ITFM), IT Operations Management (ITOM), ITAM/SAM/SACM/CMDB, PPM and ITSSM✔ Proven success in addressing IT needs at C-suite level, whether through project / program communications or obtaining buy-in for engagement needs✔ Team leadership at all levels of Service Management solutioning requirements✔ Opportunity Lead, BA & Engagement Director: P&L's, RFP/RFI, MSP/MSI, SLM/SLA/OLA/Underpinning Contracts, Vendor & Contractor Management and Service Integration (SIAM)✔ Willing to travel to address client needs[Additional skills for the ATS BOTS: Customer Satisfaction (CSAT), Service Level Management (OLA, SLA), Organizational Change Management (OCM), Negotiations, IT Sales & Service, MSP & Vendor Management, Soft Skills, P&Ls, KPIs, Scope & SOW creation, Contracts, People Management, Team Leadership]✔ Remote Support & Emotional Intelligence (EQ)
