Open to opportunities

Joseph KPOGBAN

@josephkpogban

Senior ITSM and ServiceNow leader driving Agile delivery, major incidents, and service modernization for global customers.

Canada

Message

What I'm looking for

I’m looking to lead ITSM modernization in a global, complex environment—own ServiceNow strategy and Agile delivery, strengthen Major Incident/Problem/Change processes with ITIL and data, and improve reliability, compliance, and customer experience.

I’m an ITSM Agile Delivery leader with 10+ years in ITSM and 7+ years focused on owning and evolving ServiceNow capabilities as strategic products. I blend a solid technical background with a process-first mindset to turn business requirements into scalable workflows, automation, and measurable outcomes.

My work has repeatedly delivered value in transformation programs—building and leading agile teams that delivered “valuable increments” within cadence on a $5 million initiative. I’ve improved cost and efficiency (18% quarterly operating cost reduction; 25% infrastructure cost reduction), reduced risk through automated audit trails, and cut ticket handling time by 65% for cross-platform requests.

I also focus on reliability and customer experience: I increased customer satisfaction by 30% and improved service stability from 78.9 to 99.9% within 7 months through end-to-end Major Incident Management and integration with ITSM practices. As a Senior Manager, I lead ITSM process adherence, command-and-control Major Incident bridges, manage National incident/problem/change improvement, and run continuous improvement for monitoring and event management across 120+ accounts.

I’m driven by ITIL best practices and analytics—using KPIs, trend analysis, and operational data to eliminate waste and raise service management maturity. Across roles, I’ve coached teams (including offshore), facilitated CABs and release readiness, refreshed and protected CMDB integrity, supported audits/compliance, and bridged operational teams, business stakeholders, and technical implementation.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, IT Solutions

Current

Kyndryl

Sep 2020 - Present (5 years 9 months)

Led multiple agile teams in evolving ServiceNow as part of a major IT transformation program and owned command and control of Major Incident bridges to restore critical services. Improved monitoring and event management posture for national accounts (120+), reduced IT issue backlog to stabilize production, and coached offshore teams on Major Incident, Problem, and Knowledge Management.

ServiceNow ITSM Major Incident Management ITIL Problem Management Change Management Event Management Knowledge Management Agile Scrum

Service Delivery Manager

Oxford Properties / Omers

Nov 2019 - Sep 2020 (10 months)

Delivered Oxford’s technical services (system availability) across North America, Europe, and Asia by implementing Major Incident Management and Problem Management processes. Served as Scrum Master for weekly ServiceNow releases (8 developers, 4 business analysts), supported platform upgrades (UAT), and ensured controlled changes with timely communication to business users.

ServiceNow Major Incident Management Problem Management ITIL Scrum Master UAT Change Control Incident Management Service Delivery

Change & Service Transition Manager

Phoenix Pharmahandel

Jan 2017 - Jan 2019 (2 years)

Governed Change and Service Transition Management by enforcing organizational policies and managing transition projects within time, budget, and scope. Increased revenue by 14%, reduced operational cost by 18%, refurbished the CMDB as the single source of truth, and supported cloud transition early-life operations while aligning audit and GxP documentation with GDPR.

Change Management ITIL CMDB Disaster Recovery Knowledge transfer

Process Service Manager

Atos

Jan 2015 - Jan 2017 (2 years)

Led end-to-end Major Incident Management for 24/7/365 support, managing a team of 7 Major Incident Managers and maintaining SLAs and KPIs for mission-critical environments. Improved service stability from 78.9 to 99.8 within 7 months, increased customer satisfaction by 30%, and developed Event Management processes in collaboration with Network Operations.

Major Incident Management Service Management ITIL SLA Management Event Management KPI Tracking Cross functional Leadership

Major Incident Manager / Service Coordinator

IBM Client Innovation Centre

Jan 2013 - Jan 2015 (2 years)

Resolved major incidents 24/7/365 across application and infrastructure environments by managing the major incident lifecycle, SLAs, and clear incident communications. Achieved 100% SLA performance for major accounts, improved ITSM tool effectiveness by 45%, increased operational stability by 15%, and supported security incident and disaster recovery/data center crisis management.

Major Incident Management SLA Management Incident Management Security Incident Response Disaster Recovery Root Cause Analysis Service Request Management Operational Stabilization