IT Service Delivery & Incident Leadership Expert

MICHAEL TAFLA

Long Beach, NY • 516-***-**** • ******@*****.***

LinkedIn: linkedin.com/in/michael-tafla-b0bab86

IT SERVICE DELIVERY & INCIDENT MANAGEMENT LEADER

Enterprise Client Success Cloud/Hybrid Operations Major Incident & Problem Management

SUMMARY

IT Service Delivery and Operations Leader with 15+ years driving enterprise-scale stability, incident response, operational governance, and SLA performance across cloud/hybrid and mission critical environments. Known for improving reliability, optimizing workflows, reducing operational risk, and strengthening client engagement across diverse, global organizations. Adept at leading major incident bridges, orchestrating multi tower collaboration, and building scalable processes that enhance service quality and customer outcomes.

CORE COMPETENCIES

IT Service Delivery • Enterprise Client Success • Incident & Problem Management • Major Incident Leadership • Cloud/Hybrid Operations • Change Governance • Root Cause Analysis • Workflow Optimization • SRE Collaboration • Observability & Monitoring Tools • Crisis Management • SLA Performance Analytics • Process Automation Awareness • Technical Escalations • ServiceNow • Jira • Azure AD • Executive Communication • Reporting & Dashboards

PROFESSIONAL EXPERIENCE

KYNDRYL — Business Engagement Manager (2021–2025)

• Primary interface between enterprise clients and technical service towers across North America and LATAM, ensuring consistent alignment between business expectations and operational delivery.

• Achieved 100% SLA compliance for consecutive years by redesigning workflows, enhancing governance routines, and tightening response accountability.

• Reduced failed changes to under 1% through strengthened configuration item validation, improved pre implementation reviews, and deeper collaboration with change owners.

• Led major incident bridges for high impact outages spanning infrastructure, applications, and networks; ensured clear communication, rapid restoration, and effective post incident analysis.

• Developed executive level reporting frameworks—including dashboards, KPI scorecards, and health summaries—used for quarterly business reviews and service improvement planning.

• Stabilized operations during significant organizational restructuring by implementing risk controls, improving escalation paths, and reinforcing communication channels.

• Advised cross functional teams on readiness, process adoption, and operational risk management across multi tower environments.

IBM — Service Delivery Manager (2015–2021)

• Oversaw global service delivery operations for enterprise clients, balancing business needs, operational requirements, and service-level commitments.

• Reduced downtime by improving incident response structures, accelerating escalation pathways, and coordinating shift left initiatives across support teams.

• Used trend analysis and observability data to predict performance degradation, enabling proactive mitigation before customer impact.

• Partnered with engineering, infrastructure, and operations teams to refine service processes, adopt automation opportunities, and reduce manual effort.

• Directed CAB (Change Advisory Board) proceedings, ensuring changes were evaluated for technical soundness, risk, dependencies, and customer impact.

• Strengthened customer confidence through consistent communication, transparent issue management, and strategic service improvement planning.

EARLIER EXPERIENCE (CONDENSED)

• Managed technical support operations for 3,000+ end users, supervising day to day service requests, escalations, and infrastructure support needs.

• Led application rollouts and cross department adoption efforts, ensuring smooth transitions, training readiness, and minimal disruption.

• Built knowledge bases, SOPs, and service workflows that increased efficiency, reduced handling time, and improved user experience.

• Trained new hires and junior staff, fostering technical growth, process understanding, and customer centric support standards.

EDUCATION

Michigan State University — Bachelor of Arts, Hospitality Business

CERTIFICATIONS & TRAINING

•ITIL Foundations

•Google Cybersecurity

•Generative AI Leader Specialization from Google Cloud

•Google AI Professional

•GenAI in Data Analytics- Meta

•A+ Certification (Active)

•Ongoing professional development in cloud governance, incident response, automation concepts, cyber security, and observability tooling

TECHNICAL SKILLS

ServiceNow • Jira • Microsoft 365 • Teams • Azure AD • Cloud/Hybrid Ops • Monitoring & Observability Tools • Ticketing Systems • ITIL/ITSM Frameworks • Performance Analytics • Reporting & Dashboards

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