Operations Manager Global It

George Beckett

Director of Information Technology Enterprise Transformation Leader

***********@*******.*** 310-***-**** www.linkedin.com/in/georgebeckett

Available for Remote or Hybrid Engagements

PROFILE

Global IT Transformation & Operations Executive

An accomplished global IT executive with over 25 years of experience leading international technical service operations and support teams. I have a proven track record of scaling IT infrastructure and service delivery for hyper-growth organizations, aligning technology with strategic business goals to drive efficiency and profitability. As a strategic partner to C-suite and cross-functional leaders, I excel at developing and implementing enterprise-wide support strategies, managing global SLAs, and presenting compelling quarterly business reviews. My expertise includes building and mentoring high-performing international teams, optimizing asset and inventory systems, and providing operational support for complex Apple, AV, IT, and communication environments.

EXPERIENCE

GB Enterprises, Inc. – Global IT Delivery Executive

05/2023 – Present

As a Global IT Delivery Executive, I lead and transform worldwide IT support and delivery operations, consistently optimizing performance and driving strategic initiatives for multi-billion dollar companies. My contributions focus on enhancing efficiency, fostering innovation, and ensuring seamless service delivery across diverse international landscapes.

Key Contributions:

-Strategic Global IT Leadership: Architect and execute a comprehensive global support roadmap, aligning short- and long-term strategic objectives to enhance overall IT delivery capabilities and drive business continuity.

-Operational Excellence & Performance Optimization: Directly manage global support engineers and orchestrate international engineering teams, establishing rigorous performance management frameworks that consistently achieve and exceed service-level agreements (SLAs) and response time metrics.

-Transformative Process Improvement: Spearhead high-impact process improvement initiatives, exemplified by the successful, zero-disruption migration of 3,000 global retail servers to IBM Xstore, significantly enhancing system reliability and operational efficiency.

-Modernization & Automation Catalyst: Drive critical automation and endpoint modernization projects, including the strategic transformation from SCCM to Intune/Copilot, resulting in enhanced operational agility and reduced manual overhead.

-Talent & Culture Development: Guide and implement best practices in hiring, onboarding, and performance management for international engineering teams, cultivating a culture of collaboration, trust, and continuous innovation.

-Global Asset & Resource Management: Develop and maintain robust global asset management records, ensuring optimal alignment of IT procurement with strategic onboarding needs and comprehensive lifecycle management.

-Executive Stakeholder Engagement: Serve as a pivotal liaison, providing consistent and transparent health reports and executive briefings to senior stakeholders across all departments, fostering informed decision-making and strong cross-functional partnerships.

Levi’s (LS&CO.) – Global Director of Information Technology 04/2021 – 05/2023

Global IT Leader (1) 4 multi-language Global Service Desk (2) 75+ Service Desk Agents supporting Global Corp Offices, Retail, & Distribution Centers (3) 125+ Deskside Engineers supporting Global Corp Offices, Retail, & Distribution (4) UEM/Intune Division.

Held global accountability for IT support strategy and delivery across Levi’s corporate, retail, and distribution environments. Oversaw a unified service model encompassing 4 multilingual Global Service Desks and over 200+ technical staff. Partnered directly with C-level stakeholders to modernize enterprise endpoint infrastructure, enhance IT governance, and align global support operations with evolving business priorities.

Key Achievements & Responsibilities:

- Enterprise IT Operations Leadership: Directed the day-to-day and strategic oversight of global IT support for 400+ locations, ensuring high availability of mission-critical systems including POS, supply chain, and merchandising platforms. (corporate offices, retail spaces & distribution centers)

- Scaled Service Delivery Frameworks: Managed 75+ multilingual Service Desk agents and 125+ deskside support engineers across EMEA, APAC, and the Americas—driving a 67% increase in first-call resolution rates and SLA compliance.

- UEM Transformation & Endpoint Governance: Led the successful deployment and enterprise-wide adoption of Microsoft Intune and UEM technologies, standardizing global device management, improving endpoint security, and reducing manual IT overhead by 30%.

- Retail Technology Modernization: Championed proactive support and modernization of store technology (POS, mobile devices, kiosks), minimizing downtime and ensuring consistent retail performance during global promotions and seasonal peaks.

- Cross-Functional Business Partnership: Acted as a strategic advisor to Retail, HR, and Logistics functions—translating business needs into technology support models, improving satisfaction scores, and enabling seamless user experiences across functions.

- Performance Intelligence & Automation: Launched analytics dashboards using ServiceNow and custom telemetry to track KPIs, incident trends, and productivity benchmarks—driving targeted training and resource optimization globally.

- Talent Development & Global Team Cohesion: Recruited, mentored, and scaled distributed engineering teams across geographies; built a strong culture of collaboration, continuous learning, and shared accountability.

Acosta, LVMH, & Osram Licht AG – Global Director of Information Technology 08/2017 – 03/2021

Acosta - Global; Solutions Delivery Executive – End User Computing (North and South Americas, Argentina, Canada, Philippines) team members 77 Engineers Osram - Global Solutions Delivery Executive – End User Computing (North and South Americas, Argentina, Canada) Budget direct reports 126 Engineers

Held multinational leadership roles across Acosta, LVMH, and Osram Licht AG, responsible for delivering global end-user computing solutions, service desk operations, asset lifecycle management, and technical field support across the Americas, Canada, Argentina, and the Philippines. Oversaw large, distributed teams, managing IT operations for enterprise-level clients in retail, manufacturing, and consumer goods sectors.

Key Achievements & Responsibilities:

-Enterprise Infrastructure Oversight: Directed all aspects of end-user computing and technical support operations across 15+ countries, managing 200+ engineers and ensuring enterprise IT reliability across complex business environments.

-Service Desk & Field Support Leadership: Led tiered support organizations including 77 engineers at Acosta and 126 engineers at Osram, delivering 24/7 support through regional hubs and local field teams—achieving 97%+ SLA compliance and 90%+ customer satisfaction scores.

-Procurement & Vendor Management: Managed global procurement strategies and software/hardware vendor contracts, optimizing supplier relationships and driving over $1M in cost savings through strategic negotiations and lifecycle consolidation.

-AV & Collaboration Technology Enablement: Designed and supported enterprise collaboration environments including AV systems, Microsoft Teams/Zoom deployments, and unified communications platforms across remote and in-office teams.

-Onboarding & Technology Experience: Developed scalable tech onboarding and provisioning programs that supported over 5,000+ new hires annually, ensuring day-one productivity and seamless integration into enterprise systems.

-Digital Transformation Support: Supported business modernization programs by implementing SCCM upgrades, driving Windows 10 migrations, and launching automation tools to reduce ticket volume by 30%.

-KPI & Performance Management: Implemented global KPI dashboards and performance metrics across engineering teams, driving data-driven improvements in resolution time, asset utilization, and user experience.

-Strategic Stakeholder Collaboration: Worked closely with global HR, Legal, and Operations to align IT capabilities with business requirements—ensuring compliance, data security, and smooth execution of cross-functional initiatives.

Ultimate Software – Cloud Infrastructure Operations Leader 01/2016 – 07/2017

As the Cloud Infrastructure Operations Leader, I was responsible for the strategic oversight and day-to-day management of mission-critical cloud operations. I led a team of frontline NOC engineers, ensuring the continuous availability and peak performance of our cloud infrastructure to support a global client base. My role involved a blend of technical leadership and operational strategy, focusing on proactive problem-solving and process optimization.

Key Accomplishments & Responsibilities:

-Operational Excellence and Team Leadership:

oManaged frontline cloud operations for our mission-critical infrastructure, directly overseeing a 24/7 Network Operations Center (NOC) team.

oRecruited, trained, and mentored a high-performing team of cloud engineers, fostering a culture of continuous improvement and technical expertise.

oEnsured 24/7 system uptime and client satisfaction by implementing rigorous monitoring protocols and a rapid-response incident management framework.

-Strategic Process Development:

oDeveloped and executed comprehensive Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and ITIL processes to elevate system availability, performance, and reliability. This included designing new change management and incident response procedures.

oSpearheaded initiatives to automate routine tasks and enhance monitoring capabilities, which reduced Mean Time to Resolution (MTTR) by 15% and proactively identified potential issues before they impacted services.

-Incident and Problem Management:

oLed incident response efforts during critical outages, coordinating with cross-functional teams to restore services quickly and effectively.

oConducted post-mortem analyses for all major incidents, creating detailed reports and action plans to prevent recurrence.

oInstituted a robust problem management process that identified root causes and implemented long-term solutions, leading to a significant reduction in recurring

Nuance Communications – Global Support Services Leader 01/2012 – 01/2015

-Managed the performance and uptime of a mobile Apps-total 45 (iPhone, Android)

-We built a formal enterprise overall ITIL Change Management process for Nuance’s Health Care division implementing over six months and cost-savings of $2,400,000+.

-Achieved a 96% reduction in Critical Incidents, reducing development costs and implementing operations improvements and change-management strategy for the entire company.

-Implemented structured ITIL-based change governance and change advisory boards (CAB), increasing project transparency and reducing incidents during technology rollouts by over 40%.

-Integrated Nuance’s acquisitions from silos into a mainstream Change Management Process within five months.

-I trained 250 Healthcare Hosted Infrastructure engineers on Nuance’s New Change Management Process in the US, India, Canada, and the UK (7 months).

CLASSIFIED VENTURES LLC – Apartments.com & Cars.com Network Operations Center (NOC) Manager January 2007 – December 2011

-Spearheaded the design, buildout, and launch of a new state-of-the-art Network Operations Center supporting over 1,500 employees across multiple business units, including Apartments.com and Cars.com.

-Oversaw the end-to-end development and implementation of the company’s entire IT infrastructure, ensuring high availability, scalability, and performance across mission-critical systems and consumer-facing websites.

-Acted as the primary liaison between the IT department and senior leadership from multiple departments, effectively translating technical objectives into strategic business goals.

-Directed the management and deployment of cross-functional technical teams, while owning and negotiating a capital budget exceeding $6 million for infrastructure and operational enhancements.

-Led efforts to ensure optimal performance and uptime of all mobile and web-based applications, including support for iPhone, Android, BlackBerry, iPad, and tablet platforms, overseeing rapid release cycles and timely code updates.

-Successfully executed the migration of 10 proprietary applications and implemented a new infrastructure platform—including the customization and deployment of Project Server 2010—within a tight 7-month deadline.

-Adopted and promoted Agile methodologies within the IT division, fostering collaboration, accelerating project delivery, and driving continuous improvement across development and operations.

-Recruited, trained, and managed a team of 11 high-performing engineers in under four months, creating a capable and responsive support structure for the organization’s growing infrastructure demands.

TECHNICAL SKILLS

Apple Ecosystem • Intune / UEM • ServiceNow • ITIL / ITSM • Asset Lifecycle Management • Global Service Desk Leadership • Vendor & Procurement Management • Contract Negotiations AV/Comms Systems Support • Automation • Endpoint Modernization • KPIs / SLAs • Executive Reporting • Infrastructure Operations • Strategic Planning • Cross-Functional Team Building • Apple Device Fleet Management

EDUCATION

Boston University’s Quantum School of Business

Master of Science in Digital Innovation

Board Member, – Boston Race Amity Festival

VOLUNTEER EXPERIENCE

Higginson Lewis K-8 School / Dudley Street Charter School

- Provided technical support for teachers and students using Apple platforms.

- Co-led tech-integrated projects for elementary inclusion classrooms.

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