Service Delivery Client Success

GREGORY LANGOSCH

Nashville TN ***** 708-***-****

************@*******.*** linkedin.com/in/greglangosch SUMMARY

Transformational IT and Operations Executive with 20+ years leading enterprise service delivery, managed services, and client success teams of up to 85+ professionals across U.S. and offshore locations. Proven record of driving double-digit revenue growth, 99%+ SLA attainment, and significant efficiency gains through ITIL-based frameworks, ServiceNow implementations, and automation. Experienced in ITSM process design, large-scale change management, disaster recovery planning, and vendor management. Known for building high-impact teams, executing operational transformations, and strengthening client satisfaction, compliance, and business continuity. CORE COMPETENCIES

Service Delivery Leadership – ITSM / ITIL Frameworks • ServiceNow Expertise • Incident / Change / Problem Management • Disaster Recovery & Business Continuity Client Success & Retention – SLA Optimization • Stakeholder Engagement • Service Desk Transformation

• User Experience Enhancement

Operational Excellence – Vendor Management • Workflow Automation • KPI Development • Compliance

& Risk Management • Cross-Functional Collaboration • Continuous Improvement PROFESSIONAL EXPERIENCE

RKON TECHNOLOGIES LLC, CHICAGO IL - Sr. Director, Service Delivery, 2024-Present

• Led company-wide IT service delivery transformation to support M&A and private equity growth strategies.

• Cut project completion time by 20% and reduced ticket lifespan by 30% through ITSM workflow redesign.

• Implemented margin visibility improvements by revamping ConnectWise platform to align delivery with sales.

• Introduced modular project templates, increasing execution speed, consistency, and compliance.

• Established Resource Management function, boosting utilization by 25% and improving forecasting accuracy.

STEP CG LLC, COVINGTON KY - Sr. Director, Managed Services, 2022-2024

• Unified Customer Care, Systems Integration, Client Success, and Architecture teams into a high- performing delivery organization to enhance client experience.

• Optimized delivery and automation, increasing MRR by 30% and enabling new service offerings.

• Achieved 99%+ SLA attainment and 85%+ first-touch resolution by implementing ITIL and automation.

• Reduced project delivery time by 40% and improved financial operations by accelerating billing cycle by 60 days.

• Founded Client Satisfaction Manager team to standardize reporting and improve user experience.

• Consolidated redundant tools, lowering costs and improving workflow visibility. Gregory Langosch, Page 2

K2 SERVICES LLC, CHICAGO IL - Executive Director, Engineering and Managed Services, 2019-2022

• Directed 85 IT professionals across service delivery, engineering, and managed services.

• Reduced incident time-to-close by 80% and improved utilization to 96% through organizational restructuring.

• Modernized enterprise ITSM processes by deploying ServiceNow, LogicMonitor, and Tanium.

• Achieved 97.3% SLA compliance via accountability frameworks and strengthened disaster recovery readiness.

NETRIX, LLC, CHICAGO IL - Executive Director, Managed Services and Network Operations, 2015-2019

• Directed global NOC and operations, driving improvements in service quality, revenue, and retention.

• Transformed ITSM with ServiceNow to enhance automation, workflows, and reporting.

• Turned at-risk accounts into multi-year renewals and expansions through client value initiatives.

• Enhanced escalation processes by aligning Tier 2/3 with engineering for faster resolution. RKON TECHNOLOGIES, LLC, CHICAGO IL - Managing Director - Managed Services, 2006-2015

• Scaled operations center from 3 engineers to $15M ARR, consistently exceeding profit targets.

• Owned full P&L and strategic delivery operations across global clients.

• Delivered complex client engagements, leading to multi-year renewals and expansions.

• Unified managed and professional services to optimize utilization and increase billable time. ADDITIONAL EXPERIENCE

• US CELLULAR CORPORATION, CHICAGO IL, Senior Manager, Operations Center, 2005-2006.

• OFFICEMAX, ITASCA IL, Senior Manager, Enterprise Networks and Operations, 2002-2005.

• UNITED STATIONERS SUPPLY COMPANY, DES PLAINES IL, Manager, Information Technology, 1986-2001

MILITARY EXPERIENCE

• UNITED STATES AIR FORCE, RAPID CITY SD, Sergeant, Computer Systems, 1982-1986

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