Jonathan Berger

About Jonathan Berger

Director-Level IT Leader | Transformative Change Agent | Customer Success Advocate/Incident Management/Service Now Leader/Cloud Computing EnthusiastI am a passionate leader with over 25 years of experience driving innovation, building high-performing teams, and delivering operational excellence in IT service management. I specialize in aligning technology with business goals, fostering collaboration, and creating systems that empower teams to succeed.Key Strengths Leadership with Impact: Proven track record of managing diverse teams and fostering trust to achieve scalable, sustainable results. Operational Excellence: Expertise in optimizing IT processes, reducing major incidents by 95%, and delivering exponential efficiency through automation. Global Perspective: Skilled at navigating cross-cultural dynamics to unify teams and drive international collaboration. Purpose-Driven Mindset: Recognized for leadership in humanitarian efforts, with over 20 years of community service and multiple awards for making a difference.Career Highlights-Reduced major incidents to a historic low of 0.045% through robust change guidelines and governance-Achieved a 94% rate of standard/pre-approved changes via automation and repeatable workflows-Designed and deployed KPIs via dynamic dashboards to support hundreds of IT teams in data-driven decision-making-Led the successful migration of 2,500+ users to ServiceNow ITSM, streamlining workflows and saving hundreds of hours annually-Delivered significant cost savings through the adoption of 19 Change Management APIs and risk-based change policies-Consolidated 4 Change Advisory Board meetings into 1, improving visibility and saving 30+ hours weekly-Supported leadership development for dozens of mentees through mentoring programs and affinity group initiatives.Beyond the OfficeI’m a proud recipient of the 2023 Humanitarian of the Year Award for over 20 years of volunteer leadership supporting individuals with physical and mental challenges. I also co-host the Hip Hop Movie Club Podcast, combining my love of storytelling with a creative outlet.

Experience

1. Information Technology Service Delivery Manager

   PMA Companies

   Feb 2025 — Present · Blue Bell, PA, US

   Leading the digital transformation of the ITSM Operations team and suite of applications.Instituted ITIL 4 Processes, KPI\'s, and documentation modernization for the enterprise.Rolled out new SaaS offerings for Incident, Problem, Change, and Self-Service Portal.Developing an enterprise application runbook library.Overhauling the Service Request Management process and application.Planning multiple API integrations into the ITSM suite.

Education

• Rider University

  MBA, Business Administration

  1993 — 2002

Skills

• Public Speaking
• Business Analysis
• Strategy
• Recruiting
• Infrastructure
• Data Center
• Requirements Gathering
• Lotus Notes
• IT Service Management
• Program Management
• Change Management
• IT Operations
• Requirements Analysis
• Microsoft Office
• Visio
• Training
• Process Improvement
• Disaster Recovery
• Powerpoint
• Microsoft Excel
• Vendor Management
• Enterprise Architecture
• Bmc Remedy
• IT Strategy
• Outsourcing
• Team Building
• Management
• Incident Management
• IT Management
• Software Project Management
• Itil
• Team Leadership
• Software Documentation
• Sdlc
• Information Technology
• Project Management
• Pmo
• Pmp
• Leadership
• Governance