Brian Witgen, PMP, ACSM, ServiceNow CSA, LSSYB, ITIL V4

Experience

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  Unites States Air Force

  Jan 1992 - Jan 1996

  • Communications-Computer Sys Ops

    Jan 1994 - Jan 1996

  • Communications-Computer Sys Ops

    Jan 1992 - Jan 1994
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  Weblink Wireless

  Mar 1997 - Jul 2000

  Operations Billing Manager / Unix Systems Administrator / Project Manager
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  Tellabs

  Jul 2000 - Jan 2006

  Senior Systems Administrator / Project Manager, Engineering Systems

  Held accountability for all aspects of systems administration including servers, applications, and databases. Administered the implementation, configuration, coordination, control, maintenance, troubleshooting, security, usage monitoring and the development of specialized system procedures within the framework of established operating procedures.  Coordinated and led projects to relocate a computer facility and all lab systems during divisional relocation.  Planned and executed the consolidation of the facility and lab with 50 Unix/Windows systems used to support Engineering as well as provided computing/testing resources for development. Show less

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  Oracle

  Jan 2006 - Dec 2011

  Global Program Operations Manager, Service Delivery Executive, Systems Consulting

  Managed project execution for Professional Services covering full lifecycle (requirements, design, deployment, support, cycle re-solution) systems integration solutions used by major Network Equipment Providers. Managed 2 Project Administrators supporting the governance of 100+ projects. Provided regular business reviews to leadership covering P&L, Resource, and project current status and forecasting. Deployment for a variety of NEP accounts producing between $1 and $10 million annually. Held accountability for Global PMO forecast management of units and financials, including $20 million attached to $200 million overall services. Trained and mentored junior colleagues and sales managers with regards to templates, tools, best practices, and process changes to ensure continuity across the PMO globally. Core team member in the design of the Quality Management system ensuring process compliance to TL9000 standards, resulting in annual re-certification. Designed, created, and maintained advanced programming spreadsheet/database tool and program to manage actual and forecasted P&L for 100+ projects. Reproduced activities for Unit Orders by customer, region, program/project pipeline, and lifecycle management for 100+ projects. Show less

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  Sungard Availability Services

  Jan 2012 - Apr 2021

  Manager, Service Management (Jun 2016) / Senior Service Management Executive

  Managed complex, multi-million, enterprise level customers in a Managed and Recovery Services environment involving all relationship aspects to include partners and third parties. Managed a team of 6 staff and coached managers for 4 other teams. Regularly met with assigned customer base and key stakeholders to address operational concerns that impacted availability and recoverability, review progress of ongoing issues and projects, and update forecasts, strategy, and future engagement plans.  Turned failing nationwide account into 200% renewal. Developed POD based Account Service Model and coached four Managers to execute and implement the transition of work processes from Service Management staff to a support role covering each POD. Established program, governance, and resourcing to complete a departmental role merge covering cross-training and tool access updates in half the time requested. Conducted Monthly Service Reviews, Quarterly Business Reviews, and Service Improvement Plans for customer leadership. Delivered program management expertise to identify and coordinate internal resources (sales, consulting, legal, operations, performance improvement, and engineering) to ensure the delivery of contracted services routinely exceeded customer requirements. Managed churn, contract proposal language reviews, service escalations, root cause analysis, and directing responses to customer feedback through general VOC, NPS, and transactional surveys.  Negotiated service improvements with matrixed teams and partners achieving customer success.  Created a team web-based dashboard with tools, processes, support, and status docs. Facilitated 10+ lifecycle and tool improvement initiatives through requirements gathering, solution definition, building team consensus, governance of progress against customer base, and driving execution. Steered VOC feedback analysis used by product to improve OS management and storage services. Show less

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  ServiceNow

  Jul 2021 - now

  • Principal Engagement Manager

    Mar 2023 - now

  • Senior Engagement Manager

    Jul 2021 - Mar 2023