Joseph M. Couture

Former US Army commissioned officer and senior managed services and IT service management leader with 18+ years of experience driving operational transformation and $6M+ in cost savings across healthcare, biopharmaceutical, and government sectors while leading global teams, digital workplace services, and large-scale operational programs, and cost-efficient systems across healthcare, biopharmaceutical, financial services, and government environments. Proven ability to lead cross-functional teams, manage complex service delivery operations, and execute against SLAs, KPIs, and metrics (GQM, OKR, NPS, and etc.) and contractual obligations in highly regulated environments. Demonstrated success driving multimillion-dollar cost savings, improving operational efficiency by 35%, and sustaining 99%+ uptime across large-scale enterprise environments.

Expert in ITIL-based ITSM, Agile delivery, enterprise systems, and data-driven decision-making. MBA with dual master's degrees in Information Systems and Information Technology;

certifications include PMP, RMP, ACP, ITIL v4, SAFe, TOGAF, COBIT, CSM, and CSPO. Former U.S.

Army Information Systems

Officer. Knowledgeable in IT frameworks CMMI, COBIT, ITIL, FEAF, ISO, PMBOK, PRINCE2, TOGAF, and Six Sigma. Former U.S.

Army Information Systems

Officer recognized for leading mission-critical operations, developing high-performing teams, and driving accountability, discipline, and continuous improvement across complex organizations under pressure.

Director, Consulting and Service Management - Data Advantages, Consulting, and Services LLC - Tampa, FL

(2025-01)

• Architected customized enterprise director of ITSM solutions that reduced incident resolution times 25%; implemented SLA governance frameworks and service catalogs for SMB and enterprise clients, securing five new contracts.
• Orchestrated ITSM frameworks and SLA-based workflows for diverse clients, accelerating service delivery to increase efficiency and minimize operational overhead.
• Implemented ITSM frameworks and SLA-based workflows.
• Defined clear service level agreements SLAs with key partners, ensuring consistent service delivery and customer satisfaction, improved customer retention.
• Developed KPI dashboards identifying downtime drivers and operational improvement opportunities.

Senior Manager, Service Management - Cigna Healthcare - Tampa, FL

(2024-01 - 2025-01)

Senior Business Operations / Program Manager - Cigna Healthcare - Tampa, FL

(2023-01 - 2024-01)

Enterprise healthcare services environment supporting multiple concurrent global programs with an emphasis on governance, reporting, and cross-functional execution.

• Directed five concurrent global healthcare programs, and led 5 project managers each leading an individual project, totaling $10M+, aligned to enterprise technology and service optimization initiatives.
• Improved workflow efficiency by 35 percent through automation and standardized performance reporting.
• Delivered executive dashboards summarizing ROI, risk exposure, and resource utilization, enabling 20% faster leadership decision cycles.
• Coordinated in each program, global project teams and external stakeholders/vendors to reduce turnaround time by 25 percent and sustain 99% SLA.

Global Technical Project Manager / Senior Operations Manager - AMGEN Biopharmaceuticals - Tampa, FL

(2022-01 - 2023-01)

Global biopharmaceutical organization undergoing managed print and services transformation within a regulated, agile delivery environment.

• Directed global managed print services fleet of 10,000 devices plus transformation initiatives valued at $4M+, improving device utilization and uptime by an estimated 20%.
• Served as Scrum Master for three cross-functional teams, sustaining 99% sprint delivery compliance.
• Led adoption of JIRA and Confluence, increasing delivery transparency and stakeholder engagement by 40%.
• Reduced reporting cycle time by an estimated 50% through standardized performance metrics.
• Led global technical service teams in America and EMEA. Coached, led, and reviewed performance for direct reports.

Senior Manager, IT Operations and Service Management - Lexmark International - Tampa, FL

(2020-01 - 2022-01)

National healthcare enterprise with a large, distributed managed print and services footprint requiring disciplined SLA enforcement, cost control, and vendor governance.

• Coached, developed, and led a team of 25 technicians covering 48 states; other white space was covered by third-party vendors.
• Owned nationwide managed print and IT services operations supporting over 7,500+ devices.
• Delivered annual savings through procurement optimization, consumables management, MACD, and fleet right-sizing.
• Sustained 99.2 percent uptime through disciplined SLA enforcement and escalation governance.
• Reduced incident response time by approximately 45% through SOP implementation.

Manager, Operations and Service Manager - Ricoh USA - St Petersburg, FL

(2017-01 - 2020-01)

Enterprise financial services environment supporting a distributed print infrastructure with strict SLA, compliance, and service quality requirements.

• Coached, developed, and led a regional team of 10 technicians and dedicated vendors with the region of Alabama, Georgia, Mississippi, Tennessee, and South Carolina.
• Managed an enterprise print environment of over 2,000+ devices with sustained 98 percent uptime.
• Led national service personnel, SMEs, and vendor partners in daily operations and contract execution.
• Improved asset tracking accuracy by 30% through digital inventory controls.
• Negotiated vendor agreements delivering $600K+ in annual savings.
• Delivered executive KPI reporting, metrics, and performance reviews to cross-functional teams, stakeholders, and senior leadership.

Southeastern Regional Customer Engineer - Hewlett Packard - Tampa, FL

(2013-01 - 2017-01)

Delivered technical support and service delivery for complex print solutions, achieving high customer satisfaction through proactive service management and problem resolution.

• Provided advanced technical support for 500+ enterprise print systems, maintaining 98% first time resolution rates.
• Developed a new field service documentation process that reduced service ticket closure time by 20%.
• Supported lifecycle transitions across multiple enterprise clients, contributing to 99% contract renewal rates.
• Mentored new engineers and collaborated on training modules that reduced onboarding time by 30%.
• Exclusively customer facing and diligently strived to improve customer experience.

South Eastern Regional IT Technical Manager - Nordstrom - Tampa, FL

(2013-01 - 2013-12)

Hired to oversee 5 Nordstrom full-lines stores and 3 Nordstrom Rack outlet locations in a large state-wide region encompassing all IT activities, projects, and leading 15 technicians & vendors for those locations. Amount of stores and responsibilities were due to increase but ended up leaving the company prior to integration.

• Delivered metrics reporting, performance reviews, and presentations to team, stakeholders, and senior leadership.
• Collaborated with cross-functional teams daily communicating organizational goals and objectives.
• Coordinated all IT related projects from project concept/initiation to project closure.

Chief Communications and Information Systems Officer (S-6) - US Army Reserves (317th MP BN & 535th MP BN)

(2008-01 - 2012-09)

Battalion-level IT and information systems operations supporting both deployed and domestic environments with mission-critical uptime and continuity requirements.

• Led a 30-person IT and information systems department consisting of junior enlisted, 1 NCO, government contractors, and select permanent vendors managing a $5M asset portfolio.
• Directed, led, and oversaw a supervisor and team who managed a 15,000-ticket support operation with average closure under 48 hours.
• Oversaw a vast complicated network infrastructure supporting 2,500+ users.
• Implemented continuous improvement, redundancy, and continuity controls sustaining uninterrupted operations.
• Delivered weekly metrics reporting, performance reviews, and presentations to team, stakeholders, and senior leadership to the battalion staff reporting to battalion commander.

Master of Science - Information Systems (MSMIS) - Florida State University

Master of Science - Information Technology (MSIT) - Florida State University

Bachelor of Arts and Sciences - University of South Florida