Jim Wadle
Ivoryton,CT
Summary
Dynamic IT leader with over 25 years of experience in IT Service Management (ITSM), strategic planning, and process optimization. Expertise in ServiceNow implementation, project management, leadership, and conflict resolution. Proven ability to drive operational excellence, improve service quality, and manage complex projects within budget and on time.
Overview
19
19
years of professional experience
Work History
Director, IT Operations and Services – North America
Mirion
06.2022 - Current
- Led a disparate team of 45 across North America with 4 direct reports in the IT Services and Operations groups
- Led the successful implementation of ServiceNow, consolidating three disparate service desks, improving incident resolution time by 30%, and increasing end-user satisfaction
- Developed and executed a strategic IT operations plan, reducing costs by 15% through the standardization of processes across 48 sites
- Effectively resolved high-impact conflicts between departments by facilitating cross-functional meetings, leading to improved communication and transparency.
- Provided professional services and support in a dynamic work environment.
Director, Infrastructure Operations
Knights of Columbus
07.2015 - 06.2022
- Directed network and hosting management teams, implementing ITIL-based practices that reduced incidents by 25%
- Spearheaded the adoption of Office 365 and ITSM tools, achieving significant cost savings and improved service quality
- Played a key role in selecting a Managed Services Provider, saving over $100k annually
- Enhanced disaster recovery processes, resulting in a 30% reduction in recovery time objectives.
IT Infrastructure Manager
CATIC
07.2012 - 07.2015
- Managed datacenter, networking, and service desk operations while ensuring compliance with industry security standards
- Led the development of IT policies that facilitated a successful external SOX audit
- Negotiated cost-saving measures and secured disaster recovery support, leveraging Microsoft Azure services.
Manager, Data Center Operations
Affinion Group
07.2011 - 07.2012
- Oversaw daily operations of a 7,000 square foot SAS 70 Type II datacenter, managing 15 direct reports and ensuring 100% uptime.
Information Technology Manager
Triad Healthcare Inc
11.2010 - 07.2011
- Managed IT infrastructure, telecommunications, and service desk operations, ensuring compliance with healthcare industry standards.
Information Technology Manager
Fiserv Lending Solutions
05.2005 - 09.2010
- Managed a 250+ server SAS70 Type II datacenter, overseeing operations across nine states and supporting over 1,500 end users.
Education
Information Systems
Middlesex Technical College
Middletown, CTSkills
- ServiceNow Implementation & Optimization
- ITSM Best Practices (ITIL, PMBOK, Agile)
- Strategic Planning & Execution
- Project & Vendor Management
- Team Leadership & Development
- Crisis & Problem Resolution
- Cloud Services & Cybersecurity
- Budget Management & Cost Reduction
Websites
Militaryexperience
Connecticut Air National Guard, East Granby, CT, Intelligence Analyst/Information Management Specialist, 1989, 2003
Technical knowledge & certifications
- ITSM: ITIL V4, ServiceNow, Navvia, BCM FootPrints
- CRM/QMS: Salesforce and MasterControl
- ERP: SAP S/4HANA, Microsoft D35, Fourth Shift
- Project Management: ITIL v4, PMBOK, Agile, Scrum, Six Sigma
- Cloud/SaaS: ServiceNow, Azure, Microsoft 365, AWS, GCP
- Networking & Cybersecurity: Cisco, Fortinet, Darktrace, Varonis
- Monitoring: Nagios, AppDynamics, Zabbix, LogRhythm
Timeline
Director, IT Operations and Services – North America
Mirion
06.2022 - Current
Director, Infrastructure Operations
Knights of Columbus
07.2015 - 06.2022
IT Infrastructure Manager
CATIC
07.2012 - 07.2015
Manager, Data Center Operations
Affinion Group
07.2011 - 07.2012
Information Technology Manager
Triad Healthcare Inc
11.2010 - 07.2011
Information Technology Manager
Fiserv Lending Solutions
05.2005 - 09.2010
Information Systems
Middlesex Technical College
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