John DelRe

ad2a5i@r.postjobfree.com Enterprise ServiceNow Program & Service Delivery Management Director

Cell: 732-***-****

Professional Overview

•Results oriented manager with successful track record in managing team of technicians and delivering significant performance through leadership, accountability, a "customer centric" approach, and operational excellence

•Strong IT Business Relationship Management skills working with the business and IT to leverage technology to address business goals, objectives and issues

•Certified ITIL Expert that established, maintained and propagated Best Practice Operations, approaches and procedures for all IT Field Services and Systems

•Experienced leading, managing and mentoring local and global cross-functional teams and various staff (Coached and managed teams: technicians, project managers, support staff, administrators)

•Strong coaching, mentoring negotiating, team building and relationship management expertise

•Controlled & managed operational budget and resource capacity planning

•Designed Support plan for IT Operational Transformation which involves internal and external resources

•Strong presentation, organizational and time management skills

Professional Experiences

ITSM Program Manager April 2023 – June 2023

TEKsystems

Working with TEKsystems Global Services on delivering an IT operational transition plan that includes:

Service Management Capability Requirements meeting IL5 Security Compliance.

Create a standardized Future-State IT operational environment based on the ITIL Framework.

Ensure the Operations Model maximizes the consolidation and standardization of people, process, and technology across all environments.

Design and build flexible processes to accommodate unique environment requirements, including the deployment and management of current and future environments.

Identify, recommend, and deploy ITSM tools to support the Future State Service Management Environment

Develop and recommend High-Level Technical and Operational roadmaps with action plans for existing and future clients.

Work with sales and solutions team to help build a Service Management practice to deliver high-end value drive engagements to clients

•IT Liaison global and regional business areas

•Perform business analysis, document business requirements, and manage implementation of solutions

•Represent IT in all Merger & Acquisition activities

•Provide leadership and guidance on all ITIL, ITSM and IT Transformational activities

•Provide input into the design, adoption, and management of global Project Management / Service Management Offices

•Manage the Global IT Operational Transition program

oDefine current state

oDesign, deploy and manage future state solution including RACIs charts, job descriptions and process documentation pertaining to ServiceNow as the ITSM of choice

oBuild and manage global communication plan around organizational change management and ServiceNow deployment

oManage the selection of ITSM tools to support this effort

Program, Project & Service Management Consultant May 2022 – Dec 2022

Robert Half

•IT Liaison global and regional business areas

•Perform business analysis, document business requirements, and manage implementation of solutions

•Represent IT in all Merger & Acquisition activities

•Provide leadership and guidance on all ITIL, ITSM and IT Transformational activities

•Provide input into the design, adoption, and management of global Project Management / Service Management Offices

•Manage the Global IT Operational Transition program

oDefine current state

oDesign, deploy and manage future state solution including RACIs charts, job descriptions and process documentation pertaining to ServiceNow as the ITSM of choice

oBuild and manage global communication plan around organizational change management and ServiceNow deployment

oManage the selection of ITSM tools to support this effort

Service Management Consultant August 2020 – November 2020

Jannsen Pharmaceuticals division of Johnson & Johnson

•Built and managed a user service catalog using ServiceNow

•Conducted business interviews to collect information needed to design catalog

•Defined and designed services to be included within the catalog

•Worked with various IT groups to define Operating Level Agreements (OLAs)

•Worked with senior level IT and business management to define Service Level Agreements (SLAs)

•Conducted weekly service reviews with business to report on service adherence

•Conducted weekly reviews with IT to report on OLA adherence

•Managed business service intake to capture and prioritize new services being requested

Service Management – Sr IT Portfolio Manager

The Federal Reserve Bank of New York November 2017 – August 2019

•Built, deploy and manage a Service Level Management Office (SMO)

•Collect requirements by working with business to support migration to ServiceNow

•Review and manage portfolio services pipeline to determine development priorities based on Return on Investment (ROI) and Return on Value (ROV)

•Work with various IT groups and service owners to define and build the Service Design Package (SDP)

•Leverage Transition team for early service adoption and education on ServiceNow platform

•Establish and distribute communications to impacted groups

•Work with executives, businesses and various IT groups to identify, build, deploy and manage IT services are meeting SLAs based on pre-defined and agreed KPIs

•Conduct monthly service review meetings with business and IT groups to determine if services are meeting service levels

•Conduct quarterly service pipeline reviews to prioritize service deployments and to identify services for possible retirement

•Work with change management team to schedule the roll out to productions services through an on-line service catalog

•Institute and manage continuous service improvement programs

Consultant - Sr. Service Manager

NTT DATA - Mount Sinai Healthcare Systems February 2017 to November 2017

•Provide leadership and oversight to a centralized Service Delivery Team supporting a wide variety of corporate customers and technical assets

•Verify service operations against stated Service Level Agreements and Operational Level Agreements

•Manage ServiceNow tool and ITIL processes to provide guidance and governance around those processes and tool

•Develop and maintain policies, principles and definitions of service packages

•Agree and document service definitions with all relevant parties

•Maintain the ServiceNow service catalogue comprising of all provisioned IT services

•Ensure consistency between the ServiceNow service catalogue and the overall service portfolio

•Define and create the overall service measurement framework that determines service efficiency

•Design and maintain a service dashboard to capture and report aggregate service performance

•Define and drive towards service improvement opportunities

•efficiency

•Recognize new developments in information systems technology, and anticipates organizational modifications

•Communicate with leadership to disseminate performance metrics in IT and improve user communication around IT capabilities and tools

Manager – Cloud Systems Integration & Knowledge Management

Cenlar Mortgage Servicing - Ewing, NJ August 2015 to December 2016

•Oversee the day to day activities involved with all administrative tasks associated with Oracle Service Cloud (OSvC) Knowledge environment. Knowledge Management staff is responsible for the integrity, deployment, monitoring, managing and the OSvC environment

•Set strategic direction for all Knowledge Management activities including setting direction for the migration toward cloud solutions

•Provide long-term strategy to level knowledge management processes, cloud technology and various technical tools to support the growth of the company

•Set and manage long-term strategic cloud and knowledge management direction

•Establish and facilitate Knowledge Management Committee and governance activities to support OCC regulation audits

•Build continuous improvement framework around borrowers, agents, clients, tools and processes

•Coordinate approval activities with internal departments such a Legal, Compliance, HR, Training and Customer Service Departments

•Ensure Knowledge Management processes are understood and being adhered to

•Interact with Client Management team to educate on the use cloud technologies while also identifying pain points and new opportunities to leverage cloud technology to provide new business opportunities and address business pain points

•Establish service level agreements, understand and implement client requirements, develop client performance reporting, communicate operational considerations and recommendations, and resolve client related issues and questions

Director IT Business Relationship Management

Macmillan Publishing - New York, NY April 2015 to August 2015

•Primary interface between IT domestic and global infrastructure and application divisions to ensure that the strategic direction and definition of services are fully understood by C level executives, VP's, department heads, senior level business community, PMO groups and various user communities

•Building roadmaps and directing tactical changes as needed based on the ITIL Framework and ServiceNow ITSM tool

•Proactively work with departments to identify opportunities to leverage current and build new IT solutions to enable business and technology objectives

Manager - Global IT Service Control

Pearson Education - Westwood, NJ February 2012 to March 2015

•Work with multiple outsourced network vendors and Internal IT groups in mapping services including responsible for the overall design, unification, implementation, and ongoing support for the enterprise network and all associated major incidents

•Manage the service portfolio to ensure the validity of production services and to schedule the retirement of services no longer used

•Design, implement and manage global incident, problem and change management processes (based on the ITIL Framework)

•Leverage ServiceNow to design, agree and adhere to service delivery requirements that match to ITIL best practice and contractual service level agreements with customers and partners.

•Increase efficiencies and reduce cost through various process improvement initiatives and the global deployment of ServiceNow

•Manage staff and contractors in the effective delivery and management of global IT processes including: Priority 1 (P1) Incident, Incident Management and Change Management processes

•Conduct service review meetings with internal and external network groups to establish long and short-term goals and tactical plans to support the technical roadmap and business objectives

Senior ITSM/ITIL Consultant

Microsoft Corp - Iselin, NJ October 2011 to February 2012

•Utilize MOF/ITIL knowledge, broad technical knowledge (including Microsoft and non-Microsoft products), to design solutions by mapping customer business problems to reusable end-to-end process, and process-combined-with-technology, solutions

•Deliver MOF/ITIL services including Workshops, Assessments, Service Improvement Programs and other IT operations consulting services

•Establish effective working relationships with the Microsoft Business Groups by working through appropriate escalation channels

•Establish strong relationships with Microsoft Field Sales, MCS, Premier and other internal resources as appropriate

•Coordinate engagement opportunities with Microsoft Corporate customers, MCS and Premier account contacts, and Customer Support staff

•Effectively foster executive level relationships and assist in contract negotiations

Manager, IT Client Relations / Field Support

American Water - Voorhees, NJ August 2010 to September 2011

•Worked with business units and various IT groups to produced, manage and maintain Service Level Agreements (SLA's) to ensure delivery of applications to support established performance measures

•Conduct business review meetings with business and IT to review delivered levels of service and applications support in accordance with established SLA's and established performance measures • Established, maintained and propagated Best Practice Operations, approaches and procedures for all IT Field Services and Systems

•Communicated common/critical support issues formally to Applications, Development and Infrastructure teams that may have needed to be addressed with revised or modified applications, midrange systems, networks and policies

VP, Global Service Level Management Process Owner

Citigroup - Township of Warren, NJ June 2008 to August 2010

•Responsible for reengineering the end-to-end processes to deliver a converged support model that simplifies and standardizes global processes by leveraging ServiceNow as the standard ITSM tool

•Perform business relationship management functions to define end to end converged processes for technology products, working with individual process and product owners across regions

•Delivers processes and workflows that tightly integrate globally to deliver a seamless solution for the end user and adhere to company audit standards

•Delivers consistent processes across all regions at the same time providing for region specific needs (language, regulation, business requirements etc.)

•Define and implement Service Catalog Framework using ServiceNow

•Define, build and implement a standard Service Level Agreement Framework and a Client Interaction Model

•Manage a virtual process group and activities through process reengineering initiatives

•Establish and monitor the effectiveness of IT support processes through the use of various metrics, dashboards and reports

•Manager performance of SLA's, OLA's and UC's

•Provide cost reductions, business efficiencies and an increase in client satisfaction through the design and deployment of standard processes and technologies

Education

B.B.A. in Management Information Systems

Pace University - New York, NY

Certifications

ITIL Expert, MOF v4.0 Certified, AWS Specialist

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