John Pappas

Service Delivery Manager

Frederick, MD 21701

advmrd@r.postjobfree.com

+1-240-***-****

With over 22-years IT management experience, I am looking for meaningful opportunities implementing/managing ITSM Frameworks such as ITIL/ISO 20000/27001. I have extensive experience managing ISO 20000–registered Service Delivery organizations.

My engagements have a record of delivering services with increased effectiveness, efficiency, and sustained performance. I possess the following skills:

•Program/Project Management

•ITIL SME specializing in Implementation and Management of ITIL processes

•ISO 20000/27001 Registration

•Extensive ISO 20000/2700 Audit-experience (Internal/Compliance)

•Customer Advocacy

•Service Catalog/Portfolio Management

•Budget management

•SDO and Operations Management

•Telco management

•SOX Compliance

•Project Analysis

•Technical/Professional Writing

•Resource Analysis & Coordination

I am also an accredited teacher for ITIL, ISO and PMP certification courses.

Authorized to work in the US for any employer

Work Experience

ITSM Accredited Teacher (Part time) The Knowledge Academy - Washington, DC August 2019 to Present

Teach ITIL v4 Foundations, ISO 20000 Internal Auditor, PMP certification courses et al.

Have a good success rate for students pursuing certification

Service Delivery Manager

Metropolitan Washington Airports Authority - Arlington, VA May 2015 to 2023

Act as Service Delivery Manager transforming IT support services for the authority. This role includes in- sourcing and transforming the support organization. Implementing formal ITIL ITSM best practice process areas. Implementing Major Incident Management process.

Implement next-generation IT support tools, processes, knowledge practice, and quality assurance program to reduce costs associated with IT support while raising quality standards and customer satisfaction.

Deputy Program Manager/ITIL Subject Matter Expert

L-3 NSS - Reston, VA May 2014 to May 2015

Act as Deputy Program Manager for 108-member service desk supporting the U.S. Army. Manage two teams of direct reports for Knowledge Management and Metrics Reporting & Analysis. Manage quality assurance initiative within the service desk operation. Implement best practice initiatives and quality controls to ensure SLA compliance and continuous improvement.

Act as ITIL Subject Matter Expert in an ISO 20000-registered environment. Ensure ISO 20000 compliance. Act of process owner for Release Management. Mentor process owners in ITIL process areas. Act as Continual Service Improvement Manager. Maintain Service Management System and ISO 20000- compliance of all policies, plans, and procedures. Evangelize IT Service Management principles to government client and organization.

Service Operations Manager OpenText\GXS - Gaithersburg, MD May 2013 to December 2013

Act as the ITIL Process Owner and Organizational People Manager for the Service Operations Teams. This is comprised of the Problem and Incident Management Processes and operational staff who execute the Problem and Incident Management daily operations. Responsible for all Service Operations actions taken to ensure they meet OpenText\GXS business needs and Customer Requirements. Responsible for day- to-day organization direction, including direction of staff activities and team budget.

Service Delivery Manager/Director of Delivery

Nomad Digital Inc - Rockville, MD July 2012 to October 2013

Ensure timely and effective delivery of communications services to transit. In this role I managed the service delivery model for some of largest commuter rail clients in North America and most prestigious IT and Web firms in Silicon Valley.

Directly managed client relationships with Silicon Valley clients. Ensured solution satisfaction. Aligned Nomad solutions to more fully meet client needs in terms of product offering. Advocated enhancement requests to internal development groups. Articulated client business case for Nomad products to internal solutioning teams.

Responsible for coordinating delivery and service delivery efforts among internal teams (pre-sales design, network ops, application development, project engineering) to ensure schedule and budget adherence. Cultivated excellent client relationships throughout the delivery lifecycle.

Managed service desk. Implemented ITIL best-practice with an emphasis on excellent customer support and follow-up. Consistently met SLAs.

Program Manager/Operations Manager

L-3 STRATIS - Derwood, MD

December 2007 to July 2012

Manage IT service center for local county government

Manage all aspects of IT call center and deskside support operation for multiple clients. Act as senior site manager. Act as change manager for an ISO 20000-certified operation.

•First public sector operation in North America to obtain ISO 20000 registration

•Seventh overall in North America organization to obtain ISO 20000 registration

•Successfully retained ISO 20000 registration for five years

•Acted as CAB chair

Ensure timely delivery of service requests and incident response. Act as client advocate to internal solutioning teams. Aligned L-3 solution to more fully meet the needs of the client with the introduction of new services and service-types. Coordinate delivery of services with direct staff and internal L-3 teams.

Ensure 100% SLA compliance. Ensure ISO 20000 registration. Ensure service management and ITIL implementation is effective.

Responsible for total operational management, staffing, budgeting, and new business growth and acquisition.

Customer Support Manager/Project Manager

L-3 GSI - Chantilly, VA

December 2005 to December 2007

Project Manager/Analyst

L-3 GSI - Chantilly, VA

August 2005 to December 2005

Service Delivery Manager/USNRC

L-3 GSI - Chantilly, VA September 2004 to August 2005

Technical Writer/Editor/USNRC

GSI - Chantilly, VA

June 2003 to August 2004

Education

Certificate in Busniess Administration

Montgomery Community College November 2004

Skills

•People Management (10+ years)

•ServiceNow (4 years)

•Remedy (10+ years)

Certifications and Licenses

ITIL Expert

May 2015

PMP

December 2013

ITIL Foundations v.4

September 2019 to Present

ISO 20000 Internal Auditor

June 2007 to Present

ISO 20000 Foundations

September 2008 to Present

Contact this candidate