Open to opportunities

Greg Pascal

@gregpascal

Message

Self-Service IT Manager modernizing IT operations through AI automation and ITIL discipline.

United States

Message

What I'm looking for

I’m looking to lead secure, scalable IT operations and service delivery—modernizing workflows with AI automation and ServiceNow, applying ITIL best practices, and partnering cross-functionally to improve SLAs, reliability, and user experience.

I’m a strategic, hands-on IT leader with 20+ years defining and executing corporate IT operations, infrastructure, and end-user support. I modernize IT service delivery using AI-driven automation, ITIL frameworks, and continuous improvement, while maintaining 100% SLA adherence.

I’ve led distributed, global technical teams across on-site and offshore models, and partnered with HR, Legal, and Security to govern employee lifecycle management and access control. From integrating AI-enhanced ServiceNow self-service workflows to driving Major Incident Management and root-cause analysis, I consistently improve reliability and performance—reducing ticket volume and backlogs significantly while strengthening identity management across Microsoft 365 and Azure.

Experience

Work history, roles, and key accomplishments

Self-Service IT Manager

T4I

Mar 2023 - Apr 2025 (2 years 1 month)

Directed a distributed global IT support team, delivering 100% SLA adherence across Windows, macOS, and mobile platforms. Modernized IT service delivery by integrating AI-enhanced chatbots and automated ServiceNow ticketing workflows, reducing ticket volume by 6% while improving self-service.

ServiceNow IT Service Management Chatbot ITIL Microsoft 365 Identity & Access Management

Regional Service Delivery Manager

Hcl Technology

Jun 2020 - Feb 2023 (2 years 8 months)

Provided strategic leadership for regional IT service delivery with P&L accountability and alignment to contractual SLAs and KPIs. Reduced ticket backlogs by 73% through data-driven workflow improvements and streamlined Microsoft joiner provisioning by 67% while maintaining security standards.

ITIL Major Incident Management Root Cause Analysis Microsoft Azure Active Directory Identity Management Budgeting

Service Delivery Manager

Berdon Llp

Jul 2019 - Feb 2020 (7 months)

Implemented ITIL frameworks for incident, problem, and change management to strengthen system reliability and data integrity. Reduced mean-time-to-repair (MTTR) by 53% through improved ticket triaging and performance tracking, and published ITIL-compliant SOPs and continuous improvement plans.

ITIL Incident Management Problem Management Change Management MTTR SOP Development

Associate Director, Field Services

Eze Castle Integration

Dec 2018 - Jul 2019 (7 months)

Managed field service operations and mentored distributed technical teams to improve accountability and professional growth. Built training programs to upskill staff on Microsoft 365, Azure, and Multi-Factor Authentication (MFA) for stronger infrastructure and security capabilities.

Field Operations Technical Team Leadership Microsoft 365 Microsoft Azure Multi Factor Authentication Security Awareness

Desktop Support Supervisor

Ubs Ag

Jan 2012 - May 2017 (5 years 4 months)

Analyzed ServiceNow metrics (FCR, MTTR) to develop dispatching strategies and operational reporting for executive support functions. Supervised delivery of white-glove end-user support to board-level and senior executive stakeholders, ensuring consistently high service quality.

ServiceNow FCR MTTR Reporting Executive Support end user support IT Service Delivery