John Bourbeau

About John Bourbeau

I am a seasoned IT executive with over 20 years of experience leading enterprise technology operations, service delivery, and organizational transformation across healthcare, life sciences. education, managed service providers and technology sectors. My career is defined by a passion for aligning IT ecosystems with business objectives, streamlining processes, and deploying emerging technologies such as AI-driven support solutions and cloud-based ITSM platforms to improve efficiency, reduce costs, and elevate customer experience.I excel in building high-performing global support organizations from the ground up, consolidating fragmented systems, and modernizing operational frameworks. By leveraging strategic roadmaps and process automation, I help organizations scale effectively while driving measurable gains in client satisfaction, service reliability, and financial performance.Career Milestones Consolidated IT support across 14 hospitals into a unified enterprise organization of 200+ professionals, introducing standardized processes, SLAs, and automation capabilities that delivered $13M+ in savings. Directed Red Hat’s global IT support organization of 125 professionals with a $15M budget, implementing AI and automation initiatives that reduced operational costs by $300K and improved issue resolution rates from 65% to 98%. Also, established three global centers of excellence using a follow the sun support methodology. Led McGraw-Hill Education’s IT separation program, creating independent systems and introducing a“Voice of the Customer” initiative that increased satisfaction from 80% to 99%. Optimized hybrid onshore/offshore support delivery at Smith & Nephew for 10K+ users, achieving 97%satisfaction and $7M in annual cost savings. Spearheaded a managed services provider transformation with AI-enabled self-service support, increasing gross margins by 15% while maintaining 98% customer satisfaction.Top Skills Technology Strategy IT Operations Leadership Service Delivery Excellence Digital Transformation ITSM Optimization Global IT Governance AI & Automation Strategy Vendor and Contract Management Enterprise Support Management Customer Experience OptimizationLICENSES AND CERTIFICATIONSITIL CertifiedDale Carnegie Executive Leadership & Mentoring

Experience

1. Regional Head of IT Support

   Simon-Kucher

   Mar 2026 — Present · Boston, MA, US

   Led IT support operations across the Americas, ensuring high-quality service delivery to partners and associates. • Developed strategic initiatives to enhance support processes and improve user satisfaction. • Fostered a collaborative environment among IT teams across the globe to drive efficiency and innovation.

Skills

• Program Management
• IT Operations
• Requirements Analysis
• Cloud Computing
• Vendor Management
• Service Delivery
• Technical Support
• Business Analysis
• Pmo
• Pmp
• Leadership
• Customer Satisfaction
• Sharepoint
• Team Leadership
• Erp
• Team Management
• Salesforce.com
• IT Service Management
• Account Management
• Change Management
• Project Management
• Management
• Information Technology
• Incident Management
• IT Management
• Disaster Recovery
• Software Documentation
• Sdlc
• Crm
• Itil
• Cross-Functional Team Leadership
• Business Intelligence
• Visio
• Process Improvement
• Help Desk Support
• Integration
• Project Portfolio Management
• Six Sigma
• Business Process
• Outsourcing