ITIL-aligned. Architecture-informed. Governance-embedded. Outcomes-driven.
A complete framework for governing, running, and continuously improving large-scale enterprise IT operations — built from leading a 55-person global team across 8 hubs and 70+ locations, managing a $65M annual portfolio, and delivering ITIL Expert-certified service management across defense, energy, aviation, and federal sectors.
Effective enterprise IT operations require governance, standardization, and continuous improvement across eight integrated domains. This framework — grounded in ITIL, COBIT 2019, and ISO 20000 — addresses every component of large-scale IT operations management, from service delivery and infrastructure through architecture governance and security alignment.
As an ITIL Expert — the highest practitioner certification requiring mastery across all lifecycle stages — I design and govern service management frameworks across the complete ITIL lifecycle. Each stage is operationalized with defined processes, roles, metrics, and tooling aligned to organizational scale and regulatory context.
The operational core — governing incident lifecycle, problem root cause analysis, change impact assessment, and service request fulfillment through defined processes, SLAs, and accountability frameworks aligned to ITIL and ISO 20000.
Managing the enterprise technology infrastructure estate — network, compute, storage, cloud platforms, telecom, and data center operations — with defined availability targets, capacity planning, and lifecycle governance across 8 hubs and 70+ global locations.
Governing the enterprise desktop, mobile, and collaboration environment — from M365 platform management and device lifecycle to user onboarding governance, AI tool adoption, and productivity optimization for 40,000+ users.
Establishing and maintaining authoritative records of all IT assets and configuration items — enabling accurate lifecycle management, cost control, compliance validation, and change impact analysis across the global estate.
Designing and governing enterprise monitoring frameworks providing real-time visibility into service health, infrastructure performance, and IT operations — enabling proactive management and 50%+ MTTR improvement through integrated observability.
Embedding security controls directly into IT operations processes — ensuring vulnerability management, patch governance, access controls, and compliance monitoring are integrated into service delivery workflows, not treated as separate functions.
Governing the IT operations portfolio as a business — with defined KPIs, executive dashboards, financial transparency, governance forums, and structured reporting that align IT performance to business outcomes. Managed $65M annual operations portfolio at a Fortune 500 firm.
Implementing structured improvement cycles that drive measurable, sustained operational performance gains — using data-driven analysis, maturity assessments, and the ITIL 7-step improvement model to continuously raise service quality and operational efficiency.
Enterprise IT operations are most effective when aligned to a defined architecture model — ensuring that operational decisions support the enterprise technology strategy and that each layer is governed with appropriate standards, tooling, and lifecycle policies. This six-layer model integrates governance and security across every operational tier.
Effective IT operations governance requires defined accountability, reporting cadences, and escalation pathways across each domain. This framework — based on governance models designed and operated across global IT operations programs — maps mechanisms, KPIs, standards, and reporting for each domain.