Katherine Navarrete
IT Service Management & Technology Operations Leader
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About
IT Service Management and Technology Operations leader with 15+ years of experience building teams, improving operational processes, and implementing ITIL-based service management practices. My background includes leading support organizations, incident management, problem management, change management, service delivery, and service governance initiatives. I enjoy bringing structure to complex environments, developing meaningful metrics and reporting, improving workflows, and helping teams operate more effectively.
Equally comfortable leading teams, facilitating cross-functional collaboration, and serving in hands-on service management roles. Open to contract, interim, part-time, and full-time opportunities.
Experience
Bread Financial Holdings, Inc.
Service Management Office Lead
September 2024 – June 2026
Established and led the Service Management Office (SMO), creating governance structures, operational standards, and reporting frameworks.
Developed executive dashboards and service management metrics to improve visibility into operational performance and strategic initiatives.
Led ServiceNow enhancement governance, including intake, prioritization, workflow management, and stakeholder communications.
Facilitated cross-functional governance boards and continuous improvement initiatives across technology organizations.
Partnered with engineering, platform, and business teams to improve service management processes and operational effectiveness.
Senior Manager, Support Engineering
January 2022 – September 2024
Led support engineering organization responsible for production support, operational readiness, incident response, and service stability.
Managed operational metrics, service performance reporting, escalations, and continuous improvement initiatives.
Served as escalation point for critical production issues and coordinated resolution across technical and business stakeholders.
Improved support processes, workload management, documentation, and on-call sustainability.
OnDeck Capital, Inc.
Production Engineering Leader
2014 – 2022
Built and led Production Support team responsible for maintaining critical business systems and daily operations.
Owned Incident Management process and coordinated response for more than 300 incidents per month.
Implemented and matured Incident, Problem, Change, and Service Request Management practices based on ITIL principles.
Led migration of ITSM processes from Jira Service Desk to ServiceNow.
Established major incident management procedures, executive communications, post-incident reviews, and operational reporting.
Quality Assurance Manager & Production Support Engineer
2009 – 2014
Established QA practices supporting Agile software development teams.
Introduced automated testing capabilities and improved release quality.
Provided hands-on production support and operational readiness expertise.
Education
Massachusetts Institute of Technology (MIT)
Bachelor of Science, Management Science (Finance Option)
