06/25/2025 updated
100 % available
Senior IT Service Management (ITSM) and Project Manager
Grapevine, USA
Worldwide
Master's in business administrationAgile MethodologyAtlassian ConfluenceAtlassian JiraMicrosoft AzureBusiness Process ImprovementCloud ComputingConfiguration Management DatabasesPerformance ManagementGovernanceInformation Technology Infrastructure Libraries (ITIL)Incident ManagementIT Service ManagementLean Six SigmaScrum MethodologySales Management
ServiceNow Implementation
Expert in ServiceNow implementations with experience in full lifecycle enhancements, CSI programs, and CMDB optimization.
IT Service Management
ITIL v4 certified professional with expertise in Incident, Problem, Change, Knowledge, Service Request, and Major Incident Management.
Project Management
Agile and Scrum methodologies with strong stakeholder governance and global delivery experience across onshore-offshore teams.
Vendor Management
Procurement, contracts, SLA governance, scorecards, and performance reviews with experience managing global vendor ecosystems.
Technical Tools Proficiency
ServiceNow, SolarWinds, Cisco Prime, Microsoft Intune, SAP Ariba, Jira, and Confluence for service integration and management.
Process Optimization
ITIL v4 and Lean Six Sigma methodologies for optimizing IT processes and service delivery.
Cloud Technologies
Azure Fundamentals (AZ-900) certified with implementation experience.
Expert in ServiceNow implementations with experience in full lifecycle enhancements, CSI programs, and CMDB optimization.
IT Service Management
ITIL v4 certified professional with expertise in Incident, Problem, Change, Knowledge, Service Request, and Major Incident Management.
Project Management
Agile and Scrum methodologies with strong stakeholder governance and global delivery experience across onshore-offshore teams.
Vendor Management
Procurement, contracts, SLA governance, scorecards, and performance reviews with experience managing global vendor ecosystems.
Technical Tools Proficiency
ServiceNow, SolarWinds, Cisco Prime, Microsoft Intune, SAP Ariba, Jira, and Confluence for service integration and management.
Process Optimization
ITIL v4 and Lean Six Sigma methodologies for optimizing IT processes and service delivery.
Cloud Technologies
Azure Fundamentals (AZ-900) certified with implementation experience.
Languages
EnglishFluent
Project history
Lead ITSM functions for infrastructure and application support across McKesson business units. Oversee full lifecycle of ServiceNow enhancements and CSI programs; direct Major Incident Management. Coordinate globally dispersed teams and lead governance, performance metrics, and KPIs.
Identified automation and reporting gaps, introduced predictive incident and proactive problem management. Re-structured dashboards and service reports to align with business outcomes and reduce manual effort. Enabled collaboration between service desk, operations, and client leadership.
Delivered greenfield ServiceNow implementation across multiple UK public sector units. Managed project lifecycle: scope, sprint planning, stakeholder governance, UAT, and training. Managed budget of £250K; forecasted additional pipeline worth £750K-1M.
Certificates
ITIL 4
Peoplecert2025