Open to opportunities

Marc Goodman

@marcgoodman

Message

I am an IT operations leader driving ITSM transformation and $1.5M savings in regulated biotech and pharma.

United States

Message

What I'm looking for

I seek a leadership role driving ITSM transformation and service delivery improvements in regulated biotech/pharma, where I can lead cross-functional teams, align IT with business goals, and deliver measurable cost and performance gains.

I am a senior IT operations leader with 15+ years scaling support services in highly regulated biotech and pharmaceutical environments. I specialize in aligning IT strategy with business goals to improve service delivery and end-user satisfaction.

I have led large ITSM and ServiceNow implementations, driving measurable outcomes including $1.5M in savings, a 50% reduction in Mean Time to Repair, a 21% faster resolution time, and a 15% decrease in repeat incidents. I also presented these transformation lessons at the ServiceNow Knowledge conference.

Technically, I manage hybrid cloud tools (Azure, AWS), Intune MDM, Microsoft 365 and Teams, and ticketing platforms such as BMC and ServiceNow. I have overseen executive support, AV boardroom builds, large-scale device deployments, UAT, and cross-functional integration workstreams.

I lead teams through organizational change with a focus on metrics, KPI dashboards, vendor and contract management, and Agile delivery. I bring a pragmatic, business-focused approach to improving IT maturity, reducing costs, and delivering reliable service outcomes.

Experience

Work history, roles, and key accomplishments

IT Support Services Manager

Arvinas Pharmaceuticals

Dec 2021 - May 2025 (3 years 5 months)

Managed support services for 500+ users and executive staff, driving ITIL and ServiceNow adoption to reduce resolution time by 21% and repeat incidents by 15%. Led device lifecycle, Azure/Intune administration, and AV boardroom projects, cutting MTTR by 50% and delivering onboarding materials with 95% comprehension.

ITSM ServiceNow Azure Intune Vendor Management ITIL

Senior Project Portfolio ITSM Manager

Techwave Consulting

Jan 2019 - Dec 2021 (2 years 11 months)

Managed the CIO's highest-priority global project portfolio, delivering 80% of Agile/Fall projects on time and improving project outcomes by 15% through PMO metrics and reporting. Directed 12-person teams for eCommerce and supply chain integrations, and designed ServiceNow workflows that increased PMO efficiency by 15%.

Project Management PMO Jira ServiceNow Agile SDLC Vendor Management

Senior IT Delivery Lead

Purdue Pharma

Mar 2014 - Aug 2018 (4 years 5 months)

Led delivery of intranet and marketing platforms and AWS operations, saving $1.5M over five years by shifting to WebEx and reducing $100K annually via cloud optimizations. Managed web development teams and vendor relationships to deliver 90% of critical web deliverables on time.

AWS Webex ITSM Vendor Management Stakeholder Management Reporting Excel SDLC

Senior Client Services Manager

Purdue Pharma

Apr 2009 - Mar 2014 (4 years 11 months)

Managed a 16-person national service desk and led ITIL implementation and transition from BMC to ServiceNow, increasing customer satisfaction by 16%, restoring services 50% faster, and raising Level 1 resolution by 9%. Implemented CIM/MIM processes and KPI dashboards to reduce downtime.