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KENNETH HIGGINS-ALESSI
Dallas
Summary
Experienced IT Project Manager with a global track record of success in driving projects, managing resources, and aligning technology strategies with business objectives. Demonstrated expertise in IT service delivery, incident management, and team leadership across various industries and locations. Skilled in utilizing ITIL, Agile, and Lean Six Sigma methodologies to optimize processes, ensure SLA compliance, and improve service quality.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. Service Program Manager – Global Client Services
Verizon Business / HCLTech
01.2015 - 01.2025
- Directed full lifecycle management of global IT service programs, ensuring alignment with client objectives and seamless execution
- Led cross-functional teams to deliver large-scale IT transitions and operational support projects, consistently meeting or exceeding KPIs
- Spearheaded crisis management initiatives, resolving high-profile incidents and developing risk mitigation strategies that reduced disruptions by30%
- Managed financial oversight for global accounts, optimizing resource allocation and reducing service costs by15% annually
- Implemented governance structures to enhance SLA compliance and operational performance, achieving98% on-time delivery rates
- Introduced Agile practices into service delivery operations, streamlining workflows and improving response times by25%
Lead Consultant – Client Services Management
Verizon Business
01.2011 - 01.2015
- Planned and executed IT project transitions, ensuring seamless handover of operations to steady-state service management
- Collaborated with senior executives to resolve service incidents, improving client relationships and achieving a20% increase in satisfaction scores
- Developed and implemented risk management frameworks, proactively addressing service disruptions and mitigating escalations
- Mentored new hires and interns, delivering comprehensive training programs to foster knowledge of IT service management processes
Regional Service Manager
Verizon Business Group
01.2006 - 01.2011
- Managed regional IT service operations, driving fault resolution and SLA adherence for high-profile clients
- Optimized service delivery processes, reducing incident resolution times by15%
- Handled executive escalations, ensuring timely and effective problem resolution
Education
A.A. - Marketing and Business Administration
American International University
01.1996
Skills
IT Project Lifecycle Management
Agile and Scrum Methodologies
Risk Management & Mitigation
Stakeholder Engagement & Communication
Resource Planning & Allocation
SLA Adherence & KPI Monitoring
JIRA, Microsoft Project, Smartsheet
Financial Management & Budgeting
Cross-Functional Team Leadership
Continuous Service Improvement (CSI)
Certification
- Lean Six Sigma Certification –2011
- ITIL Foundations v3 –2012
- ITIL Continual Service Improvement –2014
- ITIL Service Strategy –2015
- ITIL Service Transition –2019
- Pursuing PMP Certification – Expected June2025
Accomplishments
- Successfully transitioned $50M+ in IT services for a global client, meeting aggressive timelines and exceeding client expectations.
- Developed a Continual Service Improvement (CSI) plan that reduced downtime by40% across multiple accounts.
- Improved SLA compliance for global accounts from 85% to 95% within two years.
Interests
Timeline
Sr. Service Program Manager – Global Client Services
Verizon Business / HCLTech
01.2015 - 01.2025
Lead Consultant – Client Services Management
Verizon Business
01.2011 - 01.2015
Regional Service Manager
Verizon Business Group
01.2006 - 01.2011
A.A. - Marketing and Business Administration
American International University
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