Jonathan Berger
Information Technology Service Delivery Manager @PMA Companies
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WORK HISTORY
Information Technology Service Delivery Manager @PMA Companies
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
SKILLS
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.
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