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Handel Gibbings
ITSM Consultant
Melbourne,FL
Summary
I help organizations turn fragmented IT service practices into structured, measurable, and sustainable operating models.
My background spans IT Service Management (ITSM), Service Delivery, Service Transformation, and Organizational Change Management across global enterprise, MSP, consulting, and regulated environments.
I have designed, governed, and improved capabilities across Change Enablement, Incident & Major Incident Management, Problem Management, Knowledge Management, Service Request, Service Catalog, Continual Improvement, and service performance. My experience also includes ServiceNow governance, vendor/MSP management, service transitions, automation, executive reporting, and Prosci-based OCM.
My approach connects three areas that organizations often manage separately:
ITSM PROCESS + TECHNOLOGY + PEOPLE/ADOPTION
Successful transformation requires more than implementing a tool or documenting a process. It requires clear governance, measurable performance, accountable ownership, effective technology, and organizational adoption.
Selected career impact:
• Led IT service delivery supporting 100+ MSP client contracts while maintaining 95%+ customer satisfaction.
• Governed enterprise Change environments processing 200+ changes monthly.
• Managed an approximately $800K service-delivery budget and developed 90+ IT professionals.
• Designed and led ITSM Centers of Excellence spanning Incident, Change, Problem, Request, Knowledge, Service Catalog, Metrics, and Continual Improvement.
• Delivered ITIL training and adoption support to 1,000+ personnel in a global enterprise environment.
• Established an enterprise Change Management Office and OCM framework supporting 40+ projects and two major programs.
• Led ServiceNow Knowledge Management transformation across governance, workflows, taxonomy, lifecycle controls, reporting, and adoption.
My professional focus is the intersection of ITSM, ServiceNow, Service Delivery, OCM, automation, and AI-enabled service management.
Overview
25
25
years of professional experience
9
9
Certificates
Work History
OCM Manager – State Government Contract
The Greentree Group
06.2024 - 12.2024
- Led a large-scale Enterprise Change Management program for a state government agency, evolving the strategy from micro-level to a comprehensive macro-level solution across two major program areas and over 40 concurrent projects.
- Successfully established the agency's first Project & Change Management integration strategy, aligning OCM with Program Management objectives.
- Developed and implemented the Change Management Office (CMO) governance model, including essential templates and a robust vendor management framework.
- Created and implemented a standardized Balanced Scorecard for measuring program and vendor performance.
- Developed and delivered customized OCM plans and training materials based on Prosci's ADKAR model.
- Cultivated strong relationships with stakeholders, ensuring successful project delivery and stakeholder satisfaction.
- Experience in government projects, with a preference for those involving criminal justice. Familiar with IT and CJIS standards
Project/Program Manager
CDMS Inc.
Canada/US
05.2015 - 01.2024
Successfully managed 150+ client projects across diverse verticals in the US and Canada. Consistently delivered high customer satisfaction with a 95% project success rate.
Key Achievements:
- Led cross-functional teams in transitioning client support to managed services.
- Developed and executed comprehensive change management strategies utilizing ADKAR and ADDIE methodologies.
- Implemented a scalable organizational change management playbook.
- Led stakeholder analysis and developed robust communication plans.
- Managed resistance and ensured successful user adoption.
- Developed and implemented a standardized project management framework.
- Led risk management and mitigation efforts.
- Ensured on-time, on-budget project delivery with minimal disruptions and high team satisfaction.
ITSM Specialist
Eaton Corp.
Beachwood, OH
11.1998 - 02.2015
Led ITSM program management strategies across multiple ITIL Process Centers of Excellence (Change, Incident, Problem, Request, and Knowledge Management).
Key Achievements:
- Led a large-scale OCM project involving over 1000 internal customers, utilizing Prosci methodology and a team of 60 coaches.
- Developed and executed comprehensive change management strategies for a $1M software upgrade project.
- Modified Change Management solutions to address global user bases and cultural nuances.
- Developed and delivered training materials, including interactive e-learning content.
- Conducted OCM Coach training programs.
- Implemented resistance management solutions and facilitated post-implementation reviews.
- Led weekly CAB meetings and ensured IT SOX compliance.
- Partnered with teams across IT to improve incident and problem management processes.
- Facilitated operations for the firm's IT Service Catalog system.
Education
BBA - Minor in Information Systems
Cleveland State University
Cleveland, OH08.2008
Skills
- Organizational Change Management
- Communication
- Risk Management
- Strategic Planning & Alignment
- Relationship Building
- Stakeholder Management
- Workflow Design
- Reporting and Analytics
- Presenting
- Vendor Management
- Performance Management
- Recruiting & Interviewing
- Resistance Management
- Time Management
- Learning & Development
- Problem Solving
- Benchmarking
- Strategy Building
- Knowledge Management
Accomplishments
- Supervised and mentored a team of 15 staff members.
- Collaborated with a team of 60 Change Champions to develop an Enterprise OCM Strategy for a major software upgrade.
- Created and implemented an Enterprise Change Management playbook utilized by vendors as a guide for their OCM strategies.
- Established a robust integration plan and working relationship between OCM and Project Management.
- Developed and implemented a Change Management Office (CMO) governance model with essential templates and documentation.
- Implemented the organization's first Change Champion Charter.
- Established the company's first OCM vendor scorecard for performance evaluation.
- Designed a customized Project Management workflow tailored for the Small and Medium Business (SMB) environment.
- Created standardized templates and tools based on Prosci's ADKAR model to support effective change initiatives.
- Managed relationships with multiple OCM vendors, ensuring effective collaboration and performance.
- Achieved a 95% project success rate, directly attributed to the effective application of change management principles.
- Developed a scalable organizational change management playbook based on ADKAR principles.
Certification
- PMP (Project Management Professional)
- Prosci Change Management Practitioner
- Lean Six Sigma Green Belt
- CSM (Certified Scrum Master)
- CMS (Change Management Specialist)
- ITIL 4 Foundation
- ITIL 4 Strategist: Direct, Plan, Improve
- ITIL v.3 Foundation, Service Offerings and Agreements
- ITIL v.2 Foundation, Service Support – Incident Management & Service Desk
Affiliations
- ACMP
- CMI
- PMI
- PeopleCert
- ScrumAlliance
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The mind is everything. What you think, you become.
Gautama Buddha
Work Preference
Work Type
Full TimeContract WorkLocation Preference
On-SiteRemoteHybridImportant To Me
Company CulturePersonal development programsTimeline
OCM Manager – State Government Contract
The Greentree Group
06.2024 - 12.2024
Project/Program Manager
CDMS Inc.
05.2015 - 01.2024
ITSM Specialist
Eaton Corp.
11.1998 - 02.2015
BBA - Minor in Information Systems
Cleveland State University
Systems/Tools
- Project Management: Agile, Scrum, PMP, MS Project, Smartsheet, Trello
- ITIL: ITIL 4 Foundation, Strategist, ServiceNow, BMC Remedy
- Change Management: Prosci ADKAR, Change Management Strategy, Stakeholder Engagement, Communication Planning, Training Development
- Process Improvement: Lean Six Sigma, Six Sigma Green Belt, Kaizen, Workflow Design, Business Process Reengineering, ITIL Processes (Incident, Problem, Change, etc.)
- Data & Analytics: Power BI, Excel, Visio, Data Analysis, Metrics & Analysis, Reporting, Trend Analysis
- Communication & Collaboration: MS Office Suite (Word, Excel, PowerPoint, Teams), SharePoint, Adobe ConnectWise
- Other: CMDB, Documentation Management, Service Catalog Management, 5S, Resource Planning, Workforce Management