Dan L

Manager, IT Governance

Nightingale College

Apr 2025 - Aug 2026 • 1 yr 4 mos

Own the ITSM platform and service lifecycle for a multi-stakeholder environment, translating needs from Security, Operations, Data, Development, and leadership into scalable services, policies, and platform improvements. Guide adoption, assess operational and compliance risk, manage priorities, and maintain clear documentation so internal customers understand decisions, responsibilities, and expected outcomes. • Improved cross-functional user experience and platform adoption by owning ITSM governance, configuration, and continuous improvement. • Advised leaders on service design and process decisions, turning incomplete requirements into practical improvements for users and delivery teams. • Partnered with business units to understand service needs, strengthen platform adoption, and align governance across multiple functions. • Coordinated with student-facing teams to launch live chat through the service portal, expanding access and encouraging adoption. • Authored service documentation, standards, and policies; managed vendor relationships while balancing project delivery, process design, and ongoing support. • Built regulatory-compliance, IT-governance, and gap-analysis roadmaps across COSO, COBIT, ITSM, ITIL, GLBA, FERPA, and related requirements, giving leaders clear visibility into risk and remediation priorities.

Director, ITSM & Support Operations

CriticalRiver Inc

Jan 2022 - Dec 2024 • 2 yrs 11 mos

Directed enterprise customer support and service delivery for major clients including DoorDash, Uber, and others, leading 30+ employees across onshore, nearshore, and offshore teams. Built coverage models spanning 24/7/365, 5x16, and incident response; established KPIs and service benchmarks; and aligned staffing, pricing, and resources to customer commitments. Managed delivery within strict SOW requirements and used performance data to improve account outcomes and operational decisions. • Led strategic client engagements and sales presentations, shaping ITSM solutions around each account’s operational needs and desired outcomes. • Served as the technical consulting SME for ServiceNow and Salesforce, translating platform capabilities into practical customer solutions. • Owned executive-level escalations, aligning internal teams around recovery plans while maintaining customer trust and rapid resolution. • Raised first-contact resolution to 98% by using service KPIs to identify gaps, coach teams, and improve the customer experience. • Standardized onboarding and training with line managers, improving consistency across distributed teams and customer accounts. • Negotiated and managed a Fortune 500 client contract representing $4.6 million in annual service revenue

Information Technology Systems Manager

ISC2

Jan 2018 - Jan 2022 • 4 yrs

Led a 13-person remote team responsible for Salesforce administration, ServiceNow ownership and development, and tiered IT support. Partnered with business stakeholders to improve platform value, service experience, and adoption while managing Tier 2 escalations, GDPR requirements, budgets, and operational risk. Used ITIL and Agile practices to create accountability and sustain service improvement across technical and non-technical teams. • Improved Salesforce adoption and operating practices, increasing platform value and team proficiency. • Protected data quality across more than 500,000 contact records, reducing duplicates and producing $270,000 in annual savings. • Established ITIL-aligned Tier 1 and Tier 2 support processes, improving response times, consistency, and stakeholder experience. • Supported the security incident response team, coordinating risk communication and service recovery across stakeholders.