John Malone

Results driven IT Service Delivery Manager with 15+ years of progressive leadership experience overseeing deskside and desktop support operations across Windows and MacOS environments, SLA/OLA governance, and enterprise level customer relationships. Skilled practitioner of ITIL V3/V4 disciplines including Incident Management, Problem Management, Change Enablement, Service Level Management, and Continual Service Improvement. Nine years of hands on ServiceNow experience across incident management, dashboards, asset management, and inventory tracking.

Former

CompuCom team lead with direct knowledge of company processes and culture.

Global Tower Lead – IT Service Delivery Manager at Tata Consultancy Services (2017-02 – 2026-05)

Owned the full service delivery relationship for a global enterprise account spanning 21 countries, 32 locations, and a team of 42 technicians. Accountable for deskside delivery performance, SLA/OLA compliance, customer satisfaction, and operational cost.

• Managed all incident queues, SLA compliance, and escalations via ServiceNow across 21 countries; built and delivered weekly and monthly executive performance dashboards and availability reports.
• Applied ITIL Change Enablement to govern transitions, new service implementations, and transformation activities, ensuring changes were assessed, approved, and executed with minimal disruption.
• Leveraged ServiceNow Asset Management and Smartsheet to maintain hardware records, support device lifecycle management, and drive global project execution across Windows and MacOS fleets.
• Directed a 2,650 workstation Global Refresh Project ahead of schedule and led a Global Asset Retrieval initiative reclaiming 1,290 workstations, significantly reducing hardware costs.
• Served as primary escalation point; led Incident and Problem Management processes to investigate root cause, implement corrective actions, and prevent recurrence.
• Drove Continual Service Improvement (CSI) across all service processes, championing the Seven Step Improvement Process and enforcing global SOPs, escalation playbooks, and runbooks.
• Led, coached, and performance managed 42 regional leads and frontline technicians across 21 countries.
• Increased CSAT from 88% to a consistent 96–100% weekly average through ITIL aligned process improvements and team development.

Lead of Operations – Service Delivery at Diverse Lynx (2015-10 – 2017-02)

• Managed desktop support operations across Windows and MacOS environments using ITIL Service Operation processes and ServiceNow for incident tracking, ensuring high quality service delivery, customer satisfaction, and SLA compliance.
• Conducted regular customer reviews and service quality assessments; implemented CSI initiatives that reduced incident resolution times and improved team efficiency.
• Maintained performance metrics and operational reporting using ServiceNow dashboards, Smartsheet, and Google Workspace collaboration tools.
• Directed desktop support projects applying ITIL Change Enablement disciplines, ensuring on time completion and minimal disruption to business operations.
• Implemented Continual Service Improvement initiatives and best practices that reduced incident resolution times and improved team efficiency.

Desktop Support Lead at CompuCom (2013-01 – 2015-10)

Led deskside support technicians delivering enterprise IT services across Windows and MacOS environments, gaining direct familiarity with CompuCom's service delivery model, ITIL based processes, and ServiceNow platform.

• Supervised deskside support staff, managing ServiceNow ticket queues, escalations, and service performance metrics to meet SLA targets using ITIL Incident Management and Request Fulfillment processes.
• Utilized ServiceNow asset management to maintain accurate hardware inventory records across Windows and MacOS device fleets and support equipment lifecycle tracking.
• Applied ITIL Change Enablement practices to manage software deployments, system updates, and infrastructure changes with minimal service disruption.
• Enhanced service delivery processes using CSI principles to reduce downtime and improve response and resolution times.

Desktop Support Lead at First Data (2010-08 – 2013-01)

• Led desktop support operations across Windows and MacOS environments applying ITIL Service Operation disciplines, providing technical guidance and ensuring timely incident and service request resolution.
• Drove Continual Service Improvement initiatives to enhance service quality and end-user satisfaction across the enterprise.
• Maintained service documentation, troubleshooting guides, and operational procedures using Google Workspace and Microsoft 365 collaboration tools.
• Collaborated with cross functional IT teams to support enterprise-wide operations and new service implementations through structured Change Enablement processes.

Mortarman at U.S. Army (1993-08 – 1996-08)

• Led a squad of mortarmen ensuring operational readiness, equipment maintenance, and compliance with safety standards in a high pressure operational environment.
• Developed foundational leadership, discipline, accountability, and team coordination skills that have defined a 15+ year professional career in IT operations leadership.
• Honorably Discharged after completing full service commitment.

Associate of Science in Computer Network Systems – ITT Technical Institute (2009-09)