Open to opportunities

Ryan Tyson

@ryantyson

Senior IT leader and Service Delivery Manager scaling enterprise operations, SLAs, and vendor governance across multi-site systems.

United States

Message

What I'm looking for

I’m looking to lead and scale enterprise service delivery and infrastructure operations—building KPI-driven governance, enforcing SLA/change controls, and aligning vendors and engineering teams to improve MTTR, reliability, and business-ready release outcomes.

I’m a Senior IT leader with 20+ years running technology operations across infrastructure, enterprise systems, vendor management, and service delivery in multi-site and distributed environments. I build operational discipline from scratch in both lean and enterprise settings—KPI frameworks, vendor accountability, change management, and acquisition integration—so technology scales with business growth.

In my current role as a Remote Service Delivery Manager, I govern delivery performance for a 100-person global managed services provider across a 23-state health system. I personally built ServiceNow ITSM KPI dashboards used by executive leadership to track ticket volume trends, SLA compliance, MTTR by severity, and service health—and I serve as the primary escalation sponsor for P1 and P2 incidents across the enterprise.

Previously, I led national and regional infrastructure operations spanning thousands of servers and multi-market integration work. I’ve standardized monitoring with SolarWinds and Splunk, rebuilt service desk procedures to cut tickets dramatically, and eliminated legacy server support costs ahead of schedule, while maintaining 99%+ SLA adherence as an accountable people and client leader.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Manager

Current

Ascension

Jan 2023 - Present (3 years 5 months)

Govern delivery performance for a 100-person global managed services provider across a 23-state health system, owning SLA compliance reviews, scorecards, and contractual enforcement mechanisms. Built ServiceNow ITSM KPI dashboards for executive leadership and MSP directors, lead P1/P2 incident escalation, coordinate EHR implementations, and enforce change management and release governance.

ServiceNow ITSM SLA Management KPIs Incident Management Change Management

Infrastructure Operations Manager

CPI Card Group

Aug 2022 - Nov 2022 (3 months)

Directed infrastructure operations across U.S. data centers and AWS for a PCI-DSS regulated credit/debit/prepaid card manufacturer, overseeing Windows server, storage, backup, and application infrastructure. Assessed operational gaps and drove process improvements across change control, incident management, and documentation.

AWS Windows Server Backup & Recovery PCI DSS Change Control Incident Management Process documentation

Engineering Manager

IT Authorities

Feb 2022 - Aug 2022 (6 months)

Led managed services delivery for ~20 mid-market clients, maintaining 99%+ SLA adherence and building client onboarding frameworks that standardized service delivery across accounts. Managed a working engineering team as a working manager, handling escalations, technical reviews, and direct client relationships alongside leadership.

Managed Services SLA Management Client Onboarding Escalation Management Team Leadership

Service Delivery Manager

NTT Managed Services Division

Jan 2021 - Feb 2022 (1 year 1 month)

Led a team of 8 direct and 16 matrixed engineers supporting ~30 enterprise clients (5,000+ users each) and owned infrastructure delivery across servers, storage, backup, network, and help desk. Maintained 99%+ SLA adherence, managed hiring/staffing/workload distribution, and ran recurring client-facing service reviews to surface optimizations and strengthen account confidence.

Managed Services SLA Management Infrastructure Delivery Workforce Planning

National Technology Manager

Ascension

Feb 2018 - Oct 2020 (2 years 8 months)

Led national infrastructure operations across 14,000+ servers with 16 direct and ~70 matrixed engineers, owning Windows Server, VMware/Hyper-V, Citrix, NetApp/Dell EMC storage, and enterprise backup stacks (Veeam/Commvault/Veritas). Directed multi-site acquisition integrations, defined monitoring/alert governance using SolarWinds and Splunk, and managed infrastructure budgets and vendor contract p

Windows Server VMWare Hyper V Citrix NetApp Storage Splunk

Technology Manager

Ascension

Jan 2014 - Feb 2018 (4 years 1 month)

Led server operations across 600+ servers in Ascension's Southeast region with 3 direct and 14 matrixed engineers covering Windows Server, VMware/Hyper-V, Citrix, backup, and storage. Rebuilt service desk procedures and escalation standards, reducing daily tickets from 70+ to ~10 (86%) and cutting maintenance windows from ~5 hours to 45 minutes while retiring 75+ legacy Windows servers 8 months ea

Knowledge Base Management Windows Server Hyper V Citrix Backup & Recovery Maintenance Window Optimization

Information Technology Manager

Stellar

Jul 2013 - Nov 2013 (4 months)

Served as sole IT leader for a 750+ employee design-build engineering and construction firm, building the full technology operating model from scratch across infrastructure, vendor governance, SaaS/business systems, and technology roadmap delivery. Managed a ~$1M–$2M annual IT budget and drove ~$420K annual support cost savings via an outsourced help desk model, consolidated 250+ physical servers

IT Operations Management Vendor Governance SaaS Management Roadmapping