David Gonzalez

About David Gonzalez

Enterprise ServiceNow Platform Executive with 20+ years leading large-scale workflow transformation across regulated and commercial environments. Proven track record owning multi-module ServiceNow platforms supporting 10K+ users, with accountability for strategy, governance, security, and service delivery.Drives enterprise platform modernization, automation, and AI-enablement, aligning ServiceNow investments with measurable business outcomes including cost reduction, operational efficiency, and scalability. Experienced managing multi-million dollar programs, global teams, and multi-tenant architectures, while advising senior leadership on platform strategy and roadmap execution.Recognized for expanding platform adoption and contract value through data-driven business cases, margin optimization, and executive engagement. Proven experience owning P&L performance, managing margin, and forecasting labor strategies to ensure profitable delivery at scale. Brings a commercial mindset with the ability to translate complex operations into sustainable, revenue-generating platform models. Fully bilingual English/Spanish.CORE SKILLS* Platform Leadership: ServiceNow Strategy | ITSM | ITOM | ITAM | HRSD | SecOps | Multi-Instance Governance* Transformation & Operations:Enterprise Workflow Automation | Platform Modernization | Operating Model Design | SLA/KPI Optimization* Executive Leadership:C-Level Advisory | Global Team Leadership (30+)| P&L Ownership & Margin Management | Vendor Management* Technology Strategy:AI-Driven Automation | Cloud Platforms | Enterprise Architecture | Data & Reporting StrategyKEY TRANSFORMATION HIGHLIGHTS* Enterprise ServiceNow platform ownership for 10K+ users across multi-tenant environments* Platform scale expansion supporting 25% user growth with no proportional cost increase* Contract growth through business case development ($350K+ annual expansion)* ServiceNow Agile / EAP transformation enabling portfolio-level visibility across 10 teams* Instance security and compliance leadership achieving 98% hardening score* Enterprise workflow automation across multiple divisions reducing manual operations by 20%+

Experience

1. Servicenow Technical Senior Manager

   General Dynamics Information Technology

   Oct 2022 — Present

   Leads platform operations and delivery for the Federal Deposit Insurance Corporation (FDIC), managing a user ServiceNow environment and owning client relationship management, service quality, SLA adherence, and team performance. Oversees a multi-module ServiceNow estate spanning ESM, ITSM, ITAM, ITOM, IT SecOps, ITBM, HRSD, and custom integrations. Manages all change and release cycles across multiple platform tenants. Serves as trusted advisor to client leadership on platform strategy, security posture, and continuous improvement.• Implemented Agile 2.0 for Platform enhancements, improving predictability and reducing team meeting overhead by 35%, leading to 600 FTE hours saved annually.• Drove contract value growth by authoring and securing approval for business cases that expanded the team by 50%. Expansion was formalized via contract modification, with the client directly attributing the increase to measurable workload growth and platform complexity.• Directs platform upgrades end-to-end (planning, coordination, testing, and go-live) maintaining high availability for enterprise operations.• Supports multimillion-dollar program portfolio with accountability for delivery performance and contractual SLAs.• Conducts security reviews via Instance Security Center; leads FISMA/NIST 800-53 monthly control reviews and supports Security Control Assessments.• Drives continual service improvement initiatives enhancing operational efficiency• Builds and enhances executive dashboards to monitor platform health, SLA performance, and operational KPIs, enabling data-driven decision-making for client leadership. Including: a) Flow Metrics; b) Data Cleanup targets; c) Platform Tasks dashboard, tracking all the work performed by the platform support team • Manages hiring recommendations and technical staff development, ensuring team capability aligns with platform evolution.• Participates in pre-sales and proposal development efforts to support new Task Orders.

Education

• Western Illinois University

  Masters, Business Administration

  2002 — 2003

• Universidad Central de Venezuela

  BS, Computer Science

  1981 — 1994

Skills

• Cmmi
• Sdlc
• Configuration Management
• Business Intelligence
• Oracle Applications
• Program Management
• Integration
• Software Project Management
• Itil
• Quality Assurance Processes
• IT Management
• Pmo
• Pmp
• Leadership
• Management
• IT Service Management
• Change Management
• Quality Assurance
• Software Development Life Cycle (Sdlc)
• Business Process
• Requirements Analysis