Service Delivery Data Center

Scott Gabel 918-***-**** cell • ********@*****.*** • LinkedIn Profile

Service Delivery Director

Transforming Global I.T. Operations through ITIL Excellence and Infrastructure Innovation Tech-savvy service delivery executive with over twenty years of experience architecting and leading enterprise information technology operations across global organizations. Demonstrated success in transforming service delivery operations, achieving 99.99% availability of service level agreements while reducing incident resolution times by fifty percent through implementing Information Technology Infrastructure Library-aligned frameworks. Track record of building and managing high-performance teams overseeing complex infrastructure environments encompassing five thousand plus configuration items, data center operations, cloud services, and mission-critical platforms. Recognized for establishing robust Information Technology Service Management programs, optimizing profit and loss performance, and developing strategic partnerships while consistently exceeding service level objectives for Fortune 500 clients, including International Business Machines, Hewlett Packard, and Donnelly Financial Services. Areas of Expertise

Service Delivery Management (Information Technology Service Management) - Site Reliability Engineering - Program and Project Delivery - Data Center hosting and operations - Information Technology Transformation - Service and Help Desk Operations - Strategic Planning and Execution - Development Operations Planning - Information Technology Service Support and Delivery

(Information Technology Infrastructure Library) - Performance Evaluation - Incident Management - Client Success and Account Management - Cross-functional Collaboration - Application Deployment - Team Building and Leadership - Vendor Engagement - Information Technology Troubleshooting - Profit and Loss Management Selected Accomplishments

Spearheaded mission-critical operations, achieving 99.99% availability Service Level Agreement across 5,000+ Configuration Items, delivering uninterrupted hosting, database, and Citrix platform services for global enterprise operations

Revolutionized service delivery through Information Technology Service Management architecture implementation, driving a 50% reduction in resolution time and a 35% decrease in incidents while optimizing change control processes enterprise- wide

Led enterprise-wide infrastructure deployment across 120 data centers in 52 countries, managing a $25 million labor budget and executing 5,000+ annual network changes with zero service disruption

Architected and implemented a comprehensive Information Technology delivery organization supporting 2,000+ users, encompassing a fully integrated Service Desk, Network Operations, Security Operations, and Project Management functions

Orchestrated complex $22 million data center transformation program for a national restaurant chain, including full-scale migration of hosting, storage, network, and Business Process Outsourcing services while maintaining continuous operations Executive Career Progression

Donnelly Financial Services – Chicago, IL 2023 – 2024 Senior Leader, Infrastructure Operations Delivery

Spearheaded mission-critical infrastructure delivery encompassing enterprise-wide server hosting, database operations, Citrix platforms, and backup-storage solutions for Fortune 500 clients. Orchestrated comprehensive Service Management framework, executing rigorous performance monitoring, high-volume Change Management protocols (300+ monthly), strategic Incident Response

(25+ critical cases monthly), predictive Capacity Planning, proactive Life-cycle Management, and innovative Architecture solutions. Directed large-scale managed service provider (MSP) operations, overseeing 225+ technical personnel while optimizing service delivery metrics and cost efficiency. Fostered strategic partnerships with cross-functional technology teams to drive infrastructure modernization initiatives, enhance service quality, and accelerate innovation deployment across the enterprise.

• Directed global operations team overseeing 5,000+ Configuration Items across multiple data centers, achieving 99.99% availability SLA for mission-critical hosting, database, and Citrix platform services

• Established comprehensive ITSM program architecture and governance, transforming service delivery through measurable improvements, including 50% reduction in Mean Time to Resolution, streamlined Change Control processes, and a 35% decrease in incident volume

• Managed P&L accountability for both internal I.T. support cost centers and external client revenue streams, optimizing resource allocation and financial performance

Pyramid Solutions/Celsior Technology – Alpharetta, GA 2021 – 2023 Director, Service Delivery

Architected and executed a comprehensive enterprise I.T. service delivery strategy, encompassing internal operations and external client solutions. Established and optimized ITIL-aligned Service/Help Desk operations, delivering proactive I.T. Service Management

(ITSM) solutions to 2000+ users while maintaining real-time infrastructure monitoring (MDR). Spearheaded development and operational excellence of integrated Security Operations Center (SOC) and Network Operations Center (NOC), leveraging enterprise- grade solutions including ArcticWolf SIEM, Mimecast Email Security, Sophos Endpoint Management, Auvik/Netscout Network Analytics, and ConnectWise Device Management. Directed Program/Project Management Office (PMO), driving strategic initiatives across client portfolios and internal transformations.

• Orchestrated global data center operations spanning physical, virtual, and cloud infrastructure, achieving 99.9% uptime and optimal performance metrics

• Designed and scaled comprehensive I.T. delivery organization from the ground up, encompassing Service Desk, NOC, SOC, and PMO functions supporting 2,000+ enterprise users

• Drove P&L accountability for internal support operations while maximizing revenue streams and optimizing cost structures across external client engagements

IBM – Global Technology Services – Armonk, NY 2015 – 2021 Solution Architect & Engagement Manager – I.T. Strategy and Resiliency Architected transformative enterprise solutions and led comprehensive client engagements across Fortune 500 organizations. Developed strategic technology roadmaps and compelling business proposals, crafting detailed statements of work (SOW) for large- scale program implementation. Orchestrated complex infrastructure transformations, including physical/virtual hosting deployments and enterprise-wide storage optimization. Executed successful cloud migration strategies, transitioning mission-critical compute services while ensuring zero business disruption. Designed and implemented holistic support frameworks encompassing operations, organizational structure, and technology platforms to drive sustainable client success.

• Spearheaded a $22M digital transformation program for the National Restaurant Chain, encompassing data center migration, hosting modernization, storage optimization, network enhancement, and BPO services integration (2017)

• Directed greenfield construction and seamless service migration for two enterprise data centers supporting tier-one financial institutions, delivering 100% regulatory compliance

• Led successful delivery of large-scale infrastructure modernization initiatives valued at $35M (2016) and $15M (2015)

• Secured three Service Excellence Awards for exceptional project delivery and organizational leadership Hewlett-Packard – Global Network Infrastructure – Palo Alto, CA 2008 – 2015 Senior Manager – Global Data Center Infrastructure Services Led enterprise-wide service delivery operations, ensuring rigorous adherence to SOWs, SLAs, and KPIs across a global client portfolio. Orchestrated advanced performance monitoring infrastructure deployment across 20 data centers, managing a $20M project budget for application, user, and network analytics implementation. Established a comprehensive global support framework leveraging strategic on-shore/off-shore resource optimization. Drove seamless integration of cloud platforms and unified communications solutions through strategic collaboration with account teams and enterprise clients.

• Pioneered innovative data center network architecture redesign, implementing right-sizing methodology generating $20M+ capital savings

• Directed network infrastructure delivery across 120 data centers spanning 52 countries, managing a $25M labor budget and 200+ technical resources

• Standardized network infrastructure across global data center footprint, driving significant cost reduction and operational efficiency while enhancing network availability to 99.99%

• Developed and led 12 engineering teams comprising 200+ global resources, successfully managing 5,000+ annual network changes

• Spearheaded infrastructure transformation program, consolidating 200 data centers while maintaining 24x7 operational excellence

• Achieved a 40% reduction in Mean Time to Repair (MTTR) and a 60% decrease in SEV1-3 outages through process optimization and architecture modernization

Electronic Data Systems (EDS) – Plano, TX 2004 – 2008 Director, Client Engineering – Global Network Services (2006-2008)

• Orchestrated enterprise network service delivery and infrastructure optimization for a diverse client portfolio comprising 2,000+ global enterprises, ensuring seamless connectivity and peak performance across all service platforms Client Delivery Executive – Service Delivery (2005-2006)

• Spearheaded comprehensive I.T. service delivery strategy and execution for Fortune 500 clients, driving operational excellence and digital transformation initiatives while maintaining exceptional service quality standards Manager, General Motors Product Development Data Center Operations & Infrastructure (2004-2005)

• Directed end-to-end operations and infrastructure management for five mission-critical Product Development data centers, overseeing both Information Technology and Mechanical & Electrical (M&E) systems while ensuring continuous availability for automotive design and engineering operations

Military Service

United States Army, completed service with Honorable Discharge United States Air Force Reserves

Education

Colorado Technical University – Colorado Springs, CO, Systems Management Community College of the Air Force, Logistics Planning Certifications

ITIL (Information Technology Infrastructure Library)

• Certified Practitioner – Pink Elephant

Project Management Institute (PMI)

• Certified Project Manager – Pink Elephant

Professional Affiliations

• International Society of Logistics Engineers (SOLE)

• Institute of Electrical and Electronics Engineers (IEEE)

• Building Industry Consulting Service International (BICSI)

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