Stabilizing operations, maturing processes, and restoring clarity to complex IT environments.
I build and stabilize ITSM frameworks that deliver consistency, accountability, and measurable results.
• Short-term, high-impact leadership for organizations navigating transition, turnover, or operational instability
• Stabilizing ITSM fundamentals: Incident, Problem, Change, and Operations
• Identifying key staff, roles, and communication channels
• Descriptive reporting and narrative during periods of transition
• Maturity scoring and baseline evaluation of current ITSM capabilities
• Maturity modeling, recommendations, and roadmaps
• Identification of gaps, risk, and systemic issues
• Clear, prioritized roadmap for improvement
• Practical, proven process design that teams can actually follow
• Incident, Problem, Change, and Risk Management
• Governance, roles, and accountability
• Metrics that matter and key dashboards
• Disaster Recovery & Business Continuity program development and validation
Focused improvements that increase predictability and reduce operational noise.
• SLA/OLA alignment
• Stabilized incident and communication models
• Major incident handling and post-incident reviews
• Cross-team coordination and handoff clarity
I am a fractional ITSM and Service Delivery leader with 45 years in IT and 35 years in management and leadership.
I specialize in bringing structure, predictability, and clarity to environments where teams are stretched, leadership is in transition, or priorities keep shifting.
• Led ITSM transformation across multiple institutions with lasting process and service improvements
• Built and stabilized Incident, Problem, Change, and Risk models for organizations in transition
• Created teams with healthy turnover and operational calm while maintaining service continuity
• Restored attention and clarity in teams facing sustained operational noise and shifting priorities
• Direct, practical, and grounded in real-world experience
• No jargon, no marketing fluff, no “consultant speak”
• Clear analysis, execution, and results
If your organization is navigating transition, instability, or operational noise, I can help restore clarity and momentum.