director it service management resume example with 17+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Accomplished and passionate IT director with 20 years + success record with midsize and enterprise-level technologies, including global infrastructure, service delivery and key company initiatives driving M&A, divestitures, and enterprise remediation in excess of 35M.

  • Service Delivery & Management
  • Enterprise Operations & Infrastructure
  • Team Leadership & IT Management
  • Mergers, Acquisitions, Divestitures
  • Contract & Vendor Negotiation & Management
  • IT Budgets
  • ITSM & ITOM Development & Administration
  • Global IT System Monitoring & Alerting
  • IT Internal & External Audit Compliance
  • Project Management
12/2019 to Current
Director IT Service Management Koch Industries, Inc. Albany, OR,
  • Lead operations teams in areas of multiple and annual M&A, divestiture, and enterprise remediation from 5M to 35M +
  • Maintain operational integrity, stability and efficiency of global end user services and computing environments for 20K + users
  • Manage annual 4M contract of 3rd-party service desk L1, L2, L3 operations
  • Deliver vision and roadmap transformation from legacy PC image process to Daas + MS Intune for 10K knowledge workers
  • Provide all service and support strategy around newest technology toolsets driving automation, self-service and AI.
  • Facilitate and manage enterprise delivery service strategy with quarterly and annual roadmaps in alignment of organization goals
10/2015 to 11/2019
Operations Manager Pathai Boston, MA,
  • Developed and delivered global ITIL solution (Cherwell/Ivanti) driving customer self-service, automation and best practices
  • Led L1, L2 infrastructure teams through all phases of M&A activities in North America and Internationally
  • Oversaw 1M enterprise remediation project in support of major national utility contract
  • Spearheaded implementation of short-term and long-term strategies to achieve business plan and profitability goals aligned with organizational objectives
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics
  • Delivered positive customer experiences by implementing effective quality assurance practices
12/2004 to 09/2015
Director of Information Technology Expel City, STATE,
  • Expanded role whose responsibilities evolved from IT systems, infrastructure and training to strategic partner and technical liaison for a midsize multimillion-dollar medical practice in northeast Ohio and western Pennsylvania
  • Partnered with business to include all areas of responsibility turning up seven new remote offices to appreciate market growth and offer more presence within underserved communities
  • Implemented and trained companywide on all areas of electronic medical record (EMR) for 17K patient records, achieving 100% or $4M of allotted government subsidies using Acumen Nephrology (Acumen nEHR)
  • Designed, implemented and hosted technology to support augmented billing partner as well as implemented mobility environment used to generate 100% of practice revenue
  • Oversaw all areas of IT management and operations for multisite offices and dialysis centers in northeast Ohio and western Pennsylvania
  • Managed all areas of IT budgets and provided related IT roadmaps in line with company growth goals
Education and Training
Expected in to to
BA: English & Linguistics
Youngstown State University - ,
  • Multi-year Outstanding Performance Award
  • Architect, develop and implement enterprise ITSM system to support company wide global operations
  • Lead $1M mobility remediation effort on $6M utility meter installation contract in New York City

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Resume Overview

School Attended

  • Youngstown State University

Job Titles Held:

  • Director IT Service Management
  • Operations Manager
  • Director of Information Technology


  • BA

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