Joshua Charkow

About Joshua Charkow

With over 20 years of experience in IT service management, I am a dynamic and strategic leader who drives automation initiatives and fosters innovation at Guardian Life. As the Head of IT Service Management, I lead the ITSM strategies focusing on adaptation, process improvement, business value, relationship building, and service agility.I have a proven track record of developing and implementing escalation procedures, issue tracking, and training programs to enhance staff and customer satisfaction. I also have a strong executive presence and deliver impactful presentations to various stakeholders. I am ITIL certified and skilled in change management, asset management, and major incident management. I coach my teams to uphold high standards and be accountable, while constantly seeking opportunities for continual process improvement and service agility.

Experience

1. Head of IT Service Management

   Guardian Life

   Jan 2025 — Present · Stamford, CT, US

   As the Head of IT Service Management at Guardian Life, I lead the delivery of enterprise technology services, ensuring seamless operations and alignment with organizational goals. My focus is on driving operational excellence, fostering innovation, and enhancing service quality.Major Duties & Key Focus Areas:• Developing strategies to improve technology service delivery, ensuring efficient and effective operations.• Establishing and maintaining service level agreements (SLAs) to align with business priorities.• Leading cross-functional initiatives to enhance collaboration between IT and business units.• Overseeing technology configuration management and ensuring the accuracy of critical operational data.• Implementing tools and processes to optimize service delivery and improve performance.• Providing leadership and guidance to build and sustain a high-performing service delivery team.Current Initiatives:• Modernizing technology service platforms to improve efficiency and user experience.• Streamlining workflows and enhancing communication across teams.• Focusing on continuous improvement and adopting innovative practices to drive better outcomes.

Education

• The Forman School

  High School, High School/Secondary Diplomas and Certificates

  1989 — 1992

• Muhlenberg College

  Bachelor of Arts (B.A.), Communication and Media Studies

  1992 — 1996

Skills

• Avid Technology Products
• Broadcast
• Leadership
• Hd Video
• Avid
• Itil
• Video Production
• Producing
• IT Service Management
• Video
• Broadcast Television
• Entertainment
• Multimedia
• Disaster Recovery
• Camera
• Video Post-Production
• Avid Media Composer
• Editing
• Sound
• Customer Relationship Management (Crm)
• Troubleshooting
• Project Management
• Post Production
• Non-Linear Editing
• Management
• Team Building
• Media Production
• Broadcast Engineering
• Video Editing
• Vendor Management
• Radio
• Technical Support
• Broadcasting
• Digital Video
• Streaming Media
• Customer Service
• Business Process Improvement
• Digital Media
• Television
• New Media