Dan B.
IT OPERATIONS & SERVICE DELIVERY MANAGER
- Role
- Tech Ops Supervisor at Best Western Hotels & Resorts
- Location
- Anderson, IN, US
- LinkedIn followers
- 500 followers
About Dan B.
Results-driven IT Operations and Service Delivery Leader with 15+ years of experience leading distributed teams, enterprise ITSM programs, infrastructure operations, and managed service providers in remote and hybrid environments. Expert in Incident Management, Problem Management, Change Management, SLA governance, KPI reporting, ServiceNow administration, and ITIL process optimization.Proven track record driving operational excellence, reducing incident recurrence, improving change success rates, increasing SLA compliance, and delivering data-driven insights through dashboard automation and performance analytics.Core Competencies:IT Service Management (ITSM)IT Operations ManagementIT Infrastructure ManagementService Delivery ManagementTechnical Program ManagementProject Management (Agile & Waterfall)Scrum MasterAgile / Scrum / KanbanIncident ManagementMajor Incident Management (MIM)Problem ManagementRoot Cause Analysis (RCA)Change Management / Change EnablementRelease ManagementConfiguration Management (CMDB)Service Level Agreements (SLA)Key Performance Indicators (KPI)Operational Metrics & ReportingServiceNow AdministrationServiceNow Reporting & DashboardsJira • Zendesk • Azure DevOpsVendor Management / MSP GovernanceRisk ManagementIT Compliance (SOC2, NIST, HIPAA, PCI)IT General Controls (ITGC)Business Continuity & Disaster Recovery (BC/DR)Capacity PlanningPerformance Monitoring (SCOM, Dynatrace)SQL / SSMS / SSRSPower BIContinuous Improvement (Lean / Six Sigma)Process Improvement & AutomationRemote Team LeadershipCross-Functional LeadershipStakeholder ManagementExecutive ReportingEarlier Career: Software Engineer | BI Developer | SQL Developer2007 – 2013Developed data-driven applications using.NET, SQL Server, SSRSBuilt executive dashboards and business intelligence reporting solutionsImproved sales and operational metrics through analytics automationTECHNICAL STACKServiceNow • Jira • Zendesk • Azure DevOpsSQL Server • SSMS • SSRS • Power BISCOM • Dynatrace • AWS (Foundational)Active Directory • Windows Server • Office 365SharePoint • SCCM / MECM • Tanium • OktaITIL Framework • Agile / Scrum • SDLCCERTIFICATIONSITIL v3ITIL v4Certified Scrum Master (CSM)Six Sigma Yellow BeltCAPM (In Progress)
Experience
Tech Ops Supervisor
Apr 2026 — Present · AZ, US
Education
Spokane Falls Community College
Certificate, Applications
2001 — 2004
Spokane Falls Community College
of a certificate, called "Computer Applications Specialist
2001 — 2002
Owen Valley High School
Academic
1985 — 1989
Agile Study VMedu
Scrum Master Certification, Scrum
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