William Cook

Enterprise service design, digital transformation, and IT service delivery executive with 20+ years of experience designing, standardizing, and improving technology-enabled services across complex global and regulated environments. Proven ability to orchestrate cross-functional business and technology teams, translate customer and stakeholder needs into future-state service models, optimize end-to-end service journeys, and establish scalable workflows, governance, operating practices, and roadmaps. Brings 10+ years of ServiceNow self-service/Knowledge Management experience and 10+ years of workflow automation experience, supported by deep ITIL, service catalog, process optimization, Agile, DevOps, and continuous-improvement leadership.

Experienced using customer feedback, service analytics, root-cause findings, and systems-level operational insights to reduce friction, improve adoption, standardize delivery, and identify digitization and automation opportunities.

SERVICE DELIVERY MANAGER at Bank of America (via Matlen Silver) (2024-01 – Present)

• Lead enterprise service delivery and service-design improvement across a portfolio supporting regulated users and 300+ applications, aligning business requirements, customer experience, compliance, operational stability, and technology delivery.
• Orchestrate business, ServiceNow, Service Desk, field support, infrastructure, application, and Tier 2/Tier 3 teams to improve end-to-end service journeys across portal, phone, email, chat, mobile, self-service, walk-up, and agent-assisted channels.
• Improve cross-channel workflows and handoffs between self-service, Service Desk, field support, and technical escalation teams to reduce confusion, rework, escalation friction, and dropped requests.
• Partner with enterprise ServiceNow and technology teams to optimize workflows, request fulfillment, knowledge, self-service, and automation opportunities that simplify interactions and reduce manual effort.
• Translate customer technical and business requirements into internal delivery plans, service improvements, operational procedures, and scalable support approaches.
• Use KPI/SLA performance, customer experience measures, backlog trends, incident data, and root-cause findings to identify friction points and prioritize future-state service improvements.
• Manage 10–20 concurrent initiatives valued at $2M+ across 25+ stakeholders, achieving 98% on-time delivery while improving resource utilization by 20% and reducing delivery risk by 30%.

GLOBAL DIRECTOR OF IT SERVICE DELIVERY at CNO Financial Group (2022-01 – 2023-12)

• Directed a 90+ member delivery organization of Project Managers, Solution Architects, Business Analysts, and Systems Analysts focused on business-process consulting, business analysis, engagement management, application delivery, and DevOps-enabled process improvement.
• Facilitated cross-functional service-design workshops at CNO Financial to map current-state processes, identify pain points, bottlenecks, dependencies, and handoff gaps, and define future-state processes aligned with business objectives, technology capabilities, and operational requirements.
• Orchestrated Project Managers, Solution Architects, Business Analysts, Systems Analysts, Product Managers, Business Relationship Managers, IT Operations, and business stakeholders through current-state assessment and future-state design, translating findings into standardized workflows, process improvements, technology requirements, and implementation priorities.
• Built a continuous-improvement model using employee feedback, service trends, root-cause analysis, and corrective actions, increasing customer satisfaction from 73% to 96%.
• Established governance across Incident, Problem, Request, Change, Knowledge, and Asset Management, improving consistency, accountability, and service maturity.
• Led and coached managers and technical leaders while improving methodologies, processes, SOPs, training materials, and delivery practices across Agile and Waterfall environments.

DIRECTOR OF IT SERVICE DELIVERY at Nippon Express (2017-11 – 2021-12)

• Led a 40-member technology organization and $7M budget, designing and standardizing service-delivery practices across multi-site operations while aligning people, process, technology, vendors, and business requirements.
• Developed short- and long-term hardware, software, and service roadmaps with business leaders and vendors, aligning future capabilities and implementation priorities with operational needs.
• Documented people, process, and technology requirements and evaluated technology solutions for operational efficiency, scalability, service quality, and business value.
• Standardized ITSM processes, Service Catalog offerings, workflows, documentation, and vendor governance to improve service consistency and organizational maturity.
• Implemented technology and process improvements that streamlined operations and generated approximately $1M in annual savings.
• Provided ITIL-based training and facilitated adoption of process improvements, standardized workflows, governance practices, and continuous-improvement disciplines.

DIRECTOR OF IT SERVICE DELIVERY at IBM (2016-08 – 2017-11)

• Led enterprise service-management design and ITIL process maturity across a global managed-services environment, partnering with executives, business units, vendors, and technical teams.
• Spearheaded Service Catalog development as a structured service and knowledge-management resource and led ServiceNow governance, Change/CAB, and standardized service-support practices.
• Used service metrics, stakeholder requirements, and operational findings to identify improvement opportunities and guide service-process, workflow, and support-model changes.

IT DIRECTOR OF SERVICE MANAGEMENT at AMD Business Solutions (2010-01 – 2016-08)

• Designed Service Catalog and Knowledge Base governance and led enterprise service-management practices across multi-site operations.
• Implemented automation and standardized service-delivery processes to improve consistency, reduce manual effort, and strengthen scalable execution.
• Led KAIZEN and Continual Service Improvement activities, translating customer requirements, service data, and operational findings into procedures, workflows, and measurable process improvements.
• Developed KPI dashboards, SLAs/SLOs, capacity plans, workload forecasts, and technology lifecycle plans to support service maturity, roadmap decisions, and operational performance.

B.S. in Business – Concentration in Information Systems – University of Phoenix