Program Manager Service Delivery

Mark L. Davis

**** ***** ****** ** *******, NC **612 678-***-**** *******@***.*** www.linkedin.com/in/mark-davis-msm

Profile Summary:

Project Management and Service Delivery Leader with 20+ years of experience overseeing IT operations, infrastructure, and enterprise service management across telecom, public sector, and cloud environments. Deep expertise in integrating and optimizing ITSM tools and applications to streamline processes, enhance service delivery, and ensure compliance. PMP and ITIL v4 certified, with a strong track record of leading cross-functional teams, managing risk, and delivering complex initiatives using Agile, Waterfall, and Hybrid methodologies—consistently aligning IT services with evolving business needs.

Certifications and Training:

Project Management Professional (PMP), PMI

ITIL v4 Foundation, AXELOS

Licensed Health and Life Insurance Producer

Azure Fundamentals (AZ-900) (Tracking for Azure Administrator Aug 2025)

AWS Certified Cloud Practitioner

Cybersecurity Fundamentals (CompTIA Security+ Track)

Skills & Abilities:

Project & Program Management: Agile, Waterfall, Hybrid; IT Service Delivery, Stakeholder & Risk Management (20 years)

ServiceNow & ITSM/ITOM Platforms: Configuration Management Database, Hardware Asset/Software Asset Management (HAM/SAM), Integrated Risk Management (IRM), Incident & Change Management, Dashboards (20 Years)

Microsoft Office Suite Word, Excel (PivotTables, Power Query, Macros/VBA), PowerPoint, Visio, Outlook, OneNote (20 years)

Process Improvement & Governance: ITIL v4, Lean, Six Sigma, Service Level Management, Compliance Alignment (20 Years)

Cloud & Infrastructure: AWS, Azure, GCP; Cloud Migrations, Cost Optimization, Storage, Compute (7 Years)

Risk & Incident Management: NIST, FedRAMP, SIEM Concepts, Incident Lifecycle, Threat Management (20 Years)

Cloud Security Practices: IAM, RBAC, Zero Trust, Endpoint Protection, Microsoft Defender (MDC, MDI, MDE), Encryption Basics (6 Years)

Networking & Data Center Ops: LAN/WAN, Cisco/Juniper routing, switching, Load balancers, Firewalls (20 Years)

Enterprise Tools: Jira, MS Project, Azure DevOps, Confluence, SharePoint (20 Years)

Cybersecurity Foundation: CIA Triad, Threat Landscape, Security Posture Assessment (15 Years)

Vendor & Contract Management: Statement of Work (SOW), Requests for Quotes/Proposals (RFQ/RFP) Contract Negotiation, Service Level Agreements Enforcement, Supplier Performance (20 Years)

Professional Experience:

LICENSED INSURANCE AGENT GLOBE LIFE-AMERICAN INCOME LIFE JANUARY 2025-PRESENT

Recruited to independently manage client relationships and lead with empathy and strategic communication—skills transferable to stakeholder and executive engagement.

Develop consultative sales approaches and onboarding processes while maintaining regulatory compliance—mirroring best practices in change adoption and process alignment.

Continuously balance multiple client portfolios, deadlines, and reporting needs in a dynamic, target-driven environment.

Implement follow-up and referral systems that improve client retention.

Utilize adaptive planning to leverage data-driven insights to adjust outreach strategies and increase policy conversions.

SENIOR PROJECT ENGINEER NCDOT DECEMBER 2023 – DECEMBER 2024

Led multi-year infrastructure projects with a focus on regulatory alignment, risk mitigation, and public outreach, ensuring compliance with transportation and environmental policies.

Built strategic partnerships across internal teams, engineering firms, and 5,000+ stakeholders to foster trust, transparency, and informed community engagement.

Conducted impact assessments and applied structured communication frameworks to proactively address risks, regulatory hurdles, and public concerns—boosting engagement by over 40%.

Delivered executive-level reporting and maintained compliance with federal/state mandates, resulting in zero audit findings and high project transparency.

SENIOR PROGRAM MANAGER NETAPP JUNE 2022 – AUGUST 2023

Led enterprise-scale initiatives that included cloud storage forecasting using NetApp ONTAP, billing system migrations, and ServiceNow ITSM/ITOM process maturity programs—driving automation, cost control, and operational alignment.

Managed cross-functional delivery across Finance, IT, Engineering, and Field Services; mitigated risks in data migration, compliance, and technical execution with real-time reporting for leadership.

Supported SOW development, financial forecasting, and staffing plans, ensuring profitability, margin accuracy, and improved delivery consistency through mentoring of junior PMs.

Lead Program Manager for a global Professional Services Pricing Initiative project, identifying margin improvement opportunities by evaluating delivery costs, currency trends, and pricing strategies.

DIRECTOR-PMO TIERPOINT LLC MAY 2021 – JUNE 2022

Mentored project managers and supported PMO talent acquisition, strengthening delivery consistency and building long-term project leadership capacity within the organization.

Directed a multi-year cloud services and infrastructure modernization portfolio, including billing platform transformation and regulatory compliance oversight.

Led ServiceNow adoption for ITSM automation (Incident, Change, Problem), and drove CMDB with HAM/SAM integration to align asset management with financial tracking.

Implemented Agile/Hybrid PMO governance with Jira for project tracking, capacity planning, and prioritization aligned to customer contracts and executive objectives.

Managed vendor contracts, budgets, and resource plans while ensuring data security and compliance, reducing risk and delivering margin-positive outcomes.

CLOUD PLATFORM MANAGER NCDIT MAY 2019 – MAY 2021

Guided 27 state agencies in developing and executing cloud migration strategies from on-premise environments, integrating organizational best practices through ITSM implementation using ServiceNow modules (Request, Incident, CMDB) to streamline operations, enhance data integrity, and drive platform standardization.

Directed the migration of 80+ cloud applications across AWS, Azure, and GCP with minimal disruption, ensuring full alignment with federal and state compliance requirements.

Defined KPIs and launched real-time dashboards to monitor cloud service delivery, enabling data-driven insights, operational transparency, and adoption tracking.

Developed standardized cloud onboarding playbooks, reducing onboarding time by up to 40% while improving change control and request workflows; managed vendor performance and ensured alignment with enterprise architecture and cybersecurity standards.

SERVICE OPERATION EXECUTIVE/DELIVERY MANAGER AT&T MAY 2008 – FEBRUARY 2019

Delivered large-scale private cloud transformation projects for clients including Nissan, GE, and Fluor; led cross-functional teams across engineering, operations, and client stakeholders on high-visibility initiatives.

Maintained 98.6% SLA adherence and preserved $200M+ in contracts by leading ITSM process standardization (Incident, Change, Problem), incident escalations, and proactive communication strategies.

Directed enterprise data center operations including capacity planning, rack optimization, and hardware lifecycle management to support private cloud migrations and Tier III efficiency targets.

Reduced outage recurrence by 25% through continuous improvement, enhanced transparency, and root cause analysis—resulting in measurable reductions in escalations and improved service stability.

MANAGER - SERVICE DELIVERY IBM/AT&T FEBRUARY 2003 – FEBRUARY 2008

Led a global support team of 25 network engineers, delivering services to enterprise network and data center clients across three major accounts; managed daily operations, server provisioning, patching, access control, and change management.

Maintained 98%+ SLA compliance by implementing proactive monitoring, training, and a tiered support structure—reducing escalations by 40%.

Directed incident response for high-severity outages, minimizing downtime for critical hosted services through structured recovery protocols.

Drove 15% YoY growth in service offerings by championing knowledge-sharing, client feedback loops, and cross-team collaboration for continuous improvement.

Education:

B.S. CIVIL ENGINEERING-TRANSPORTATION DECEMBER 1995 N.C. STATE UNIVERSITY, RALEIGH, NORTH CAROLINA

MBA/M.S. MANAGEMENT-INFORMATION SYSTEMS AUGUST 1999 N.C. STATE UNIVERSITY, RALEIGH, NORTH CAROLINA

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