Service Delivery It Operations

Jodi Dunfield

Parkville, MO ***** ****.*.********@******.***

SUMMARY

Accomplished IT Manager with extensive experience leading IT operations, service delivery, and technology teams. Proven ability to align IT strategies with business objectives, optimize IT service management (ITSM) processes, and enhance overall operational efficiency. Experience in team leadership, stakeholder management, IT governance, and driving continuous improvement initiatives. Experienced in overseeing service desks, infrastructure management, cloud operations, and IT security, with a focus on efficiency, performance, and innovation.

CORE SKILLS & EXPERTISE

IT Leadership & Team Management

Service Delivery & IT Operations

IT Strategy & Business Alignment

Project Management & Agile Methodologies

ITIL v3 & v4 Certified ITSM Governance

Service Desk & Technical Support Leadership

Cloud & Infrastructure Management (AWS, Microsoft 365, Windows Server)

Incident, Problem & Change Management

Stakeholder Engagement & Communication

Budgeting, Vendor & Contract Management

ServiceNow implementation, configuration

PROFESSIONAL EXPERIENCE

ITSM Consultant – IT Leadership & Service Delivery (11/2024 – 04/2025)

Clear Bridge Technology Group / Ingram Micro Remote

Oversee IT Service Desk operations, managing remote support teams to ensure efficient incident resolution and service request fulfillment.

Lead IT strategy initiatives, aligning service delivery with organizational goals and industry best practices.

Manage ServiceNow workflows, optimizing ticketing processes to improve efficiency and response times.

Collaborate with business leaders and stakeholders to drive IT service improvements and enhance user experience.

Provide leadership for cloud and infrastructure support, ensuring system reliability and security.

Key Achievements:

Improved team performance and ticket resolution efficiency by optimizing workflows and automation.

Implemented ITSM best practices, reducing service bottlenecks and enhancing end-user experience.

IT Manager – IT Service Management & Operations (10/2023 – 03/2024)

City of Kansas City, Missouri Kansas City, MO

Managed IT operations and service delivery, overseeing Helpdesk, PC Support, and Business Relationship Management (BRM) teams.

Led implementation of ITIL-based incident, problem, and change management processes, improving IT service quality.

Developed strategic IT initiatives to enhance system performance, reduce downtime, and improve customer satisfaction.

Managed cross-functional teams, ensuring seamless collaboration between IT support, security, and infrastructure teams.

Strengthened IT-business alignment, ensuring IT services met organizational goals and enhanced operational efficiency.

Key Achievements:

Increased service desk efficiency by 20% through workflow optimization and staff development.

Reduced ticket backlog by 30%, improving IT support response times and end-user satisfaction.

ITSM & ServiceNow Operations Manager (06/2022 – 10/2023)

Unum Remote

Managed ITSM functions, overseeing ServiceNow implementation and IT support processes for enterprise teams.

Led incident, problem, and change management efforts, ensuring IT services operated within SLAs.

Supervised remote IT support teams, optimizing workflows, training, and performance monitoring.

Designed and implemented ITSM dashboards and reports, providing visibility into IT performance metrics.

Key Achievements:

Improved incident response times by 30% through streamlined escalation protocols.

Reduced major service disruptions by implementing proactive problem management strategies.

IT Manager – IT Operations & Application Support (02/2021 – 06/2022)

Commerce Bank Kansas City, MO

Managed IT support and infrastructure teams, overseeing server administration, cloud services, and IT security operations.

Led cross-functional Agile teams in software development, ensuring timely delivery of business-critical applications.

Developed IT governance policies to standardize IT operations and improve service reliability.

Optimized IT workflows and introduced automation, reducing manual tasks and improving system performance.

Key Achievements:

Increased operational efficiency by implementing automated monitoring and alerting solutions.

Successfully led IT security enhancements, reducing system vulnerabilities and improving compliance.

IT Manager – Infrastructure & NOC Operations (06/2019 – 09/2020)

H&R Block Kansas City, MO

Led Network Operations Center (NOC) and Data Center teams, ensuring optimal performance of IT infrastructure.

Managed AWS cloud platforms, integrating cloud solutions with on-premises environments for enhanced scalability.

Supervised incident response and service restoration efforts, minimizing downtime and optimizing system uptime.

Oversaw IT budgeting, procurement, and vendor relationships, ensuring cost-effective technology investments.

Key Achievements:

Reduced infrastructure downtime by 30% through proactive system monitoring and rapid incident resolution.

Implemented cost-saving initiatives, reducing IT expenditures while maintaining service quality.

Senior IT Operations & Support Manager (12/2016 – 06/2019)

YRC Freight Kansas City, MO

Led ServiceNow-based IT support operations, managing ITSM processes for Incident, Problem, and Change Management.

Provided technical leadership for IT support teams, ensuring timely resolution of critical IT issues.

Managed 24/7 IT operations, supporting business-critical applications and IT infrastructure.

Key Achievements:

Reduced MTTR (Mean Time to Resolution) by 40% through improved triage and escalation processes.

Strengthened IT governance by introducing standardized ITSM processes for support teams.

IT Leadership & Operations Engineer (08/2006 – 10/2016)

Asurion Kansas City, MO

Led migration to ServiceNow, implementing streamlined processes for ticketing, SLAs, and incident resolution.

Managed IT infrastructure operations, ensuring system stability, security, and optimal performance.

Key Achievements:

Implemented IT service automation, reducing manual workloads by 50%.

EDUCATION & CERTIFICATIONS

Bachelor of Liberal Arts, UMKC, Kansas City, MO

Associate of Arts, MCC-Maple Woods, Kansas City, MO

ITIL v3 & ITIL v4 Certified

Certified Associate in Project Management (CAPM)

CompTIA Network+ Linux+ RHE8

Enterprise System Management & Security – Windows Server

PROJECTS & VOLUNTEERING

IT Service Optimization Initiative – Led process improvements, reducing ticket resolution times and improving team efficiency.

Cloud Infrastructure Cost Optimization – Developed AWS cost-reduction strategies, saving 20% in cloud expenses.

Volunteer: St. Jude Children's Research Hospital

HIGHLIGHTS OF IMPACT:

30% reduction in infrastructure downtime through strategic IT leadership.

20% improvement in IT service delivery efficiency through process automation.

15% cost savings on IT operations through budget optimization strategies.

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