Jason Hollen

About Jason Hollen

Results-driven service delivery leader with 10+ years of experience supporting enterprise clients. Currently oversee an $8M+ service delivery portfolio for a Fortune 500 customer, consistently achieving 99%+ SLA compliance. Proven track record of driving $8.5M in renewals and capturing $460K in incremental revenue through strategic client engagement, contract execution, and operational rigor.PMP-certified professional with deep experience in global service delivery, partnering across APJC and EMEA to align execution, resolve escalations, and lead cross-regional initiatives. Known for building trusted, long-term client relationships while applying AI and automation to improve efficiency, elevate customer outcomes, and strengthen financial performance. Certified in ITIL v3, Generative AI, and Cisco technologies.

Experience

1. Service Delivery Manager, Cisco Managed Services

   Cisco

   Nov 2020 — Present

   Strategic Program & Project Leadership: Leads end-to-end program management for complex initiatives, including data center decommissioning and integration projects; defines scope, plans, manages cross-functional teams, resources, risks, and communications.• Operational Excellence & Service Delivery: Manages process/tool harmonization to establish efficient IT service delivery. Directed \"Go to Green\" initiative, improving support experience, reducing resolution times, and boosting satisfaction.• ITSM & Process Integration: Optimized ITSM (ServiceNow) integration for streamlined Incident, Service Request, and Change Management. Led projects for operational deliverable transfer, ensuring service continuity.• Team & Financial Management: Leads Client Manager team, overseeing account profitability (forecasting, COGS). Drives revenue growth/continuity via expansion opportunities and financial performance management.• Customer & Stakeholder Advocacy: Builds deep customer relationships, champions requirements to Product Management/Service Delivery, and manages executive communications for alignment.Performance & Continuous Improvement: Tracks customer satisfaction, SLA, and contract compliance. Partners on continuous improvement initiatives, measuring results and overseeing customer reviews.

Education

• Ohio Valley University

  B.S., Management, Marketing, Human Resource Management

  2004 — 2007

• Wake Technical Community College

  Computer Systems Networking and Telecommunications

  2013 — 2014

Skills

• Cisco Call Manager
• Unity Connection
• Cisco Voip
• Unified Communications