Joshua Dejonge
Sr Manager, Itsm @BDO USA
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WORK HISTORY
Sr Manager, Itsm @BDO USA
Grand Rapids, MI, US
Lead a global ITSM organization and govern the ServiceNow platform for a professional,$3B financial services enterprise. Accountable for end-to-end service delivery performance, continual service improvement, platform/process governance, and aligning IT services to business outcomes, risk posture, and regulatory requirements.Core responsibilities• Lead and develop a global ITSM team; set operating rhythms, performance expectations, and career growth paths.• Own ITSM practices (Incident, Problem, Change, Knowledge/Comms, Configuration/CMDB) and drive standardization, adoption, and measurable improvements.• Direct ServiceNow strategy and roadmap, balancing user experience, scale, security, and supportability.• Run platform/process governance (intake, prioritization, standards, release/change governance) in partnership with IT and business leaders.• Drive continual service improvement using KPIs/SLAs, trend analysis, and automation to improve reliability and efficiency.• Strengthen operational risk management through post-incident reviews, problem remediation, and change success improvements.• Ensure audit readiness and compliance alignment (e.g, ISO 27001, SOC 2) through embedded controls and evidence governance.• Mature CMDB/service mapping to improve impact analysis, incident correlation, change risk evaluation, and reporting.Key partnerships• Interface with IT delivery teams, security, infrastructure, and business leaders to embed ITSM controls into projects and day-to-day operations.
EDUCATION
Ferris State University
Bachelor of Business Administration (B.B.A.), Computer Information Technology
Michigan Technological University
Bachelor of Science - BS, Civil Engineering
ABOUT JOSHUA DEJONGE
ITSM and ServiceNow leader focused on building high-performing operational teams and turning service management into a business enabler. I specialize in designing and running scalable ITSM practices, improving service reliability and customer experience through data-driven insights, and translating complex operational needs into clear priorities, governance, and execution.My strengths include Incident, Problem, Change, Knowledge/Communications, and Configuration/CMDB leadership; KPI/SLA/XLA reporting and trend analysis; root cause and post-incident review facilitation; and partnering across security, infrastructure, and delivery teams to strengthen controls, streamline ways of working, and support audit and compliance expectations in a global enterprise environment.
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