Open to opportunities

Jon Mer Isidro

@jonmerisidro

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IT Service Delivery Leader focused on SLA excellence, ServiceNow analytics, and high-performing service teams.

Philippines

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What I'm looking for

I’m looking for an IT Service Delivery leadership role where I can drive SLA/KPI excellence with ServiceNow analytics, strengthen incident and knowledge practices, and build high-performing teams with ITIL-based governance.

I’m an IT Service Delivery Leader with 15+ years of global experience in Service Desk Operations, Incident Management, Knowledge Management, and ITIL-based service excellence. I lead service operations with a strong bias toward measurable outcomes—improving SLA performance, incident/problem/change effectiveness, and operational resilience.

In my current role as a Service Desk Supervisor (Nordic Global), I lead Service Desk operations for a US-based healthcare provider and use ServiceNow analytics to drive SLA improvements and service management optimization. I also developed and implemented a Business Continuity Process (BCP) and an Agent Incident / Problem / Change Scorecard system to strengthen governance and accountability.

Previously, I managed multi-functional teams for global broadcasting and financial services clients (Infosys BPM, Cognizant, and Atos/Siemens). I rebuilt Knowledge Management as a site-wide Continuous Improvement best practice, enhanced service reporting for delivery insights, automated agent scorecards to identify Points of Failure (POF), and supported Customer Experience Management (CEM) with surveys, analytics, and RCA calibration.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Supervisor

Current

Nordic Global

Apr 2024 - Present (2 years 2 months)

Led Service Desk operations for a US-based healthcare provider, driving incident/problem/change scoring and business continuity readiness. Used ServiceNow analytics to improve SLA performance and optimize service management.

Service Management Service Desk Incident Management Problem Management ServiceNow SLA Management Business Continuity Planning Analytics

IT Service Desk Team Leader

Infosys BPM

Aug 2019 - Sep 2022 (3 years 1 month)

Managed multi-functional Service Desk teams for a global broadcasting corporation. Rebuilt Knowledge Management as a site-wide Continuous Improvement best practice and oversaw global retail tech support operations.

Knowledge Management Customer Experience Management Continuous Improvement Support Operations Root Cause Analysis

IT Service Desk Team Leader

Cognizant

Jul 2018 - Jul 2019 (1 year)

Led Service Desk analysts for a major financial services client and coordinated service transitions. Enhanced service reporting to improve delivery insights and operational visibility.

Major Incident Management Root Cause Analysis Customer Experience Management ServiceNow

Reports & Data Analytics Specialist

Cognizant

Jan 2018 - Jul 2018 (6 months)

Delivered SLA/KPI analytics for a global software enterprise. Automated agent scorecards to identify points of failure and support proactive performance governance.

ServiceNow Power BI Tableau Microsoft Excel Azure Active Directory

Customer Experience Management Lead

Cognizant

Feb 2016 - Dec 2017 (1 year 10 months)

Managed customer experience (CEM) surveys and analytics and improved RCA calibration processes. Supported networking fundamentals for service delivery, including LAN/WAN and TCP/IP concepts.

Customer Experience Management CEM Surveys & Analytics Root Cause Analysis LANs & WANs DHCP DNS TCP IP VPN

IT Service Desk Team Leader

Cognizant

Dec 2014 - Feb 2016 (1 year 2 months)

Led Service Desk analysts for a major financial services client. Enhanced service reporting to improve delivery insights and strengthen operational governance.

IT Service Management Knowledge Management Continuous Improvement Stakeholder Management

Incident Management Shift Supervisor

Atos

Sep 2013 - Dec 2014 (1 year 3 months)

Managed incident managers across P0–P5 severity levels and directed major incident lifecycle operations. Established SLA/KPI and QA/knowledge management teams to improve incident performance and service quality.

Incident Management ITIL Escalation Management

IT Service Desk Training Specialist

Atos

Apr 2008 - Aug 2013 (5 years 4 months)

Provided IT Service Desk training (ongoing) to support incident operations and team readiness. Contributed to incident management practices and helped establish SLA/KPI and QA/knowledge management routines.

Incident Management ITIL Service Excellence