ITSM Candidates

IT Support Specialist with 1.4 years supporting 30+ higher education and healthcare organizations. Experienced with ServiceNow, Active Directory, Microsoft Entra ID, Okta, and Microsoft 365. Consistent 4.33-5.0 CSAT scores across 57 surveys and 100% case logging accuracy. Currently pursuing roles in systems administration, IAM, or IT operations. Self-directed learner with an active home lab running Docker, Ubuntu Server, and Active Directory 2025.

I've spent 30 years turning support signals into product change, from enterprise IT roots through leadership roles across global SaaS, B2B, and B2C companies. I currently lead AI implementation, CX process development, and cross-functional product redesign. I'm searching for a role where I can build the kind of infrastructure that enables each person do their best work: clearer processes, better AI governance, and systems that run with a clear WHY. I prefer fixing broken processes over tolerating unnecessary friction, and I care more about outcomes than optics.

ITIL4 Managing Professional, Six Sigma Black Belt, ServiceNow Certified System Administration

Have worked for organizations large and small, doing implementation, customization, and integration work across a variety of systems, including ETL processes, ticket ebonding, virtual agent/knowledge management, and self-service/employee portal transformation.

IT Service Delivery Leader with 11+ years of experience across managed services, infrastructure operations, and service management leadership in financial services and digital commerce environments, with a growing specialization in AI-driven automation.

ITSM and service delivery leader with 6+ years running managed services delivery for enterprise clients, most recently as Lead Service Delivery Manager. I oversaw ServiceNow, xMatters, and Site24x7, built SLAs and OLAs, led engineering teams, and trained teams on Problem Management. I’ve also been the one pushing my teams to use AI to work faster and report better. I’m looking for a remote role where I can improve how teams and tools work together and see those improvements pay off.

I've been working with SN since before Aspen - when they used the seasons, but i don't remember which! Since then, I've led platform implementation and growth across ITSM, SPM, ITOM, CMDB, AES, CSM and core platform tech. I've been a platform owner (and everything that comes with that), and enjoyed building and mentoring an incredible SN team. I love troubleshooting the really tricky SN issues, as well as platform management and strategic planning. I am based in Canada, open to hybrid, contract, fractional and part time.

I am an IT Service Management leader with 20+ years of experience transforming global IT operations, service delivery and enterprise technology capabilities within Fortune 500 environments. I specialize in building and improving ITSM programs that align ITIL practices, ServiceNow capabilities and business priorities to deliver measurable operational results. Throughout my career, I have led global service management and technology initiatives that improved operational efficiency, strengthened governance and enabled enterprise transformation. My experience includes redesigning and implementing Incident, Request, Problem and Change Management processes; strengthening global CMDB governance and data quality; optimizing workflows; and developing strategic roadmaps that improve service delivery and user outcomes. I am particularly effective at identifying process gaps, translating complex business requirements into scalable solutions and building trusted partnerships between technology teams and business stakeholders. I combine strategic leadership with hands-on knowledge of ServiceNow, ITIL practices, Lean Six Sigma, organizational change management and continuous improvement.

🚀 I am a technology transformation, ITSM, and operational excellence leader with 25+ years of experience helping global organizations improve how technology services operate, perform, and scale. My background combines strategic transformation with hands-on execution. I have led enterprise transformation programs, ITSM and ServiceNow initiatives, operational excellence programs, process improvement, governance, service delivery optimization, and cross-functional technology initiatives across Amazon/AWS, Adobe, Twitter, financial services, healthcare, and other global organizations. I specialize in turning complex operational challenges into structured, measurable improvements—building operating models, improving processes, establishing governance, strengthening accountability, creating executive visibility, and driving sustainable change across technology organizations. My work also includes AI transformation and intelligent automation, with hands-on experience applying generative AI and AI-assisted solutions to improve technology operations, program execution, reporting, and decision-making. I've worked with tools including ChatGPT, Microsoft Copilot, and Claude to support AI-generated reporting, meeting summaries, workflow automation, operational analysis, and productivity improvements. Beyond the technology itself, I focus on making AI practical for organizations—identifying opportunities, improving processes, establishing appropriate governance and human oversight, supporting adoption, and ensuring that solutions deliver meaningful business value. I believe successful AI transformation isn't simply about implementing new tools. It's about improving how people work, strengthening accountability, and creating sustainable operational improvements. CORE EXPERTISE Technology Transformation | Operational Excellence | Senior Program Management | ITSM | ServiceNow | ITIL | Process Improvement | Service Delivery | IT Governance | Business Transformation | Continuous Improvement | Operating Models | Change Management | KPI & Performance Management | Executive Reporting | Cross-Functional Leadership | Technology Strategy I am particularly interested in opportunities involving technology transformation, operational excellence, ITSM/service management, strategic program leadership, service delivery improvement, and enterprise process transformation. 👉 Let’s connect. My email is: deliveringrightresults@gmail.com

Senior IT Service Management professional with 19+ years of experience delivering enterprise ITSM, service desk operations, and infrastructure services across energy, government, and enterprise environments in Pakistan and the GCC. Proven expertise in ITIL-based service delivery, SLA governance, incident/problem/change management, and CSI programs. Recognized for transforming manual operations into automated, KPI-driven IT services, improving service availability, customer satisfaction, and cost efficiency. Strong leader with hands-on and strategic capability across ITSM, ATS-aligned reporting, HRIS/HRIM system support, and cross-functional stakeholder management.