Chuck Vesce

About Chuck Vesce

Executive ITSM / Service Delivery LeaderMy career is built on a simple principle: technology should empower people, not slow them down.I am an IT Service Management and Operations leader with 25+ years of experience building and maturing global Service Desk and Helpdesk organizations, modernizing enterprise support ecosystems, and elevating the digital employee experience across fast-growing and highly regulated environments.My career has centered on transforming fragmented support functions into unified, scalable, metrics-driven service organizations grounded in ITIL excellence, operational discipline, and customer-centric service delivery. I specialize in strengthening Incident, Major Incident, Problem, Change, Request, and Knowledge Management practices—while leveraging automation, self-service, chatbots, and AIOps to reduce friction and improve time-to-resolve.I have led global teams, partnered with executive leadership, and shaped enterprise support strategy across Infrastructure, Cloud, Security, EUC, HR, PMO, and Engineering. Whether stabilizing critical operations, improving KPIs, optimizing vendor/MSP performance, or guiding service readiness for new technology platforms, I bring a balanced approach of strategic foresight, operational rigor, and collaborative leadership.My strengths include:• Global Service Desk & Helpdesk Leadership• ITIL Process Maturity & Governance• Digital Employee Experience Strategy• Operational Excellence & Executive Communication• Automation, AI, Chatbots & AIOps Integration• Vendor/MSP Management & Cost Optimization• Organizational Leadership, Talent Development & Culture BuildingI am passionate about creating environments where users receive consistent, reliable, high-quality support—and where IT teams operate with clarity, accountability, and pride in their contributions. I thrive at the intersection of people, process, and technology, enabling organizations to scale effectively while delivering service experiences that truly make work better.

Experience

1. Sr Technology Manager

   Gilead Sciences

   Oct 2021 — Present · Raleigh, NC, US

Education

• The Chubb Institute

  Diploma, Information Technology

Skills

• Customer Service
• Sharepoint
• Software Development Life Cycle (Sdlc)
• Itil Certified
• Business Intelligence
• Citrix
• Infrastructure
• IT Management
• Disaster Recovery
• Data Center
• Vendor Management
• IT Service Management
• Cross-Functional Team Leadership
• Integration
• Information Technology
• Vmware
• Technical Support
• Business Analysis
• Leadership
• Program Management
• IT Operations
• Networking
• Customer Relationship Management (Crm)
• Software Documentation
• Sdlc
• Process Improvement
• Project Management
• Management
• IT Strategy
• Pharmaceutical Industry
• Business Process Improvement
• System Administration
• Troubleshooting
• Active Directory
• Windows Server
• Cloud Computing
• System Deployment
• Quality Assurance
• Servers
• Itil