Markie Wilson
Las vegas
Summary
IT Service Delivery Manager with 20+ years of experience driving enterprise-level service delivery, IT operations, and technology modernization initiatives across gaming, hospitality, and financial sectors. Proven expertise in ITIL-based Service Management, incident/problem resolution, and large-scale infrastructure upgrades. Adept at leading cross-functional teams, improving service performance, and ensuring compliance with regulatory standards. Certified PMP and ITIL v4 professional with a strong record of delivering high-quality IT services and process improvements.
Overview
32
32
years of professional experience
1
1
Certification
Work History
IT Service Delivery Manager
Entain
10.2023 - Current
- Managed cross-functional teams, aligning IT solutions with critical business objectives.
- Implemented ITIL-based processes (Incident, Problem, Change Management) resulting in a 65% faster response times.
- Transformed service delivery by reducing downtime by 35% through automation and process optimization.
- Oversee enterprise-wide Windows 11 upgrade initiative across retail and sportsbook locations.
IT Service Delivery Manager
World Wide Technology
01.2018 - 07.2023
- Managed IT service delivery for large-scale projects, ensuring adherence to ITIL/ITSM principles.
- Directed a team of 15 engineers in wireless and security disciplines, exceeding customer satisfaction goals.
- Delivered service improvement plans and resolved escalations to maintain SLA compliance.
Service Delivery Manager
NTT Data (Dell)
01.2016 - 01.2018
- Led 24x7 incident management and service improvement projects for multi-location clients.
- Reduced incident count and mean time to repair by 37% YOY through process optimization.
- Presented performance metrics to senior leadership and drove continuous improvement initiatives.
Senior IT Manager – Service Delivery
Caesars Entertainment
01.2009 - 01.2016
- Directed enterprise ServiceNow implementation and service delivery improvements across multiple properties.
- Managed critical upgrades for casino and lodging systems with minimal operational downtime.
- Oversaw 24x7 service operations and escalations, ensuring compliance and customer satisfaction.
Global Service Delivery Director
JP Morgan Chase
01.1994 - 01.2009
- Managed global IT service delivery for Investment Management LOB across Americas, Europe, and Asia.
- Implemented follow-the-sun support model, reducing costs by $500K annually.
- Led major incident response and service restoration efforts for critical financial systems.
Education
B.A. -
Otterbein College
Skills
- IT Service Management (ITSM) & ITIL Framework
- Incident, Problem & Change Management
- Service Delivery & Continuous Improvement
- Stakeholder & Vendor Management
- 24/7 Operations & SLA Management
- Project Planning & Execution
- Regulatory Compliance (Gaming & Financial)
- Tools: ServiceNow, Remedy, Jira, Smartsheet, Microsoft Project
Certification
- PMP Certification
- ITIL v3 & v4 Certification
- Nevada Gaming License
Languages
English (Fluent)
Timeline
IT Service Delivery Manager
Entain
10.2023 - Current
IT Service Delivery Manager
World Wide Technology
01.2018 - 07.2023
Service Delivery Manager
NTT Data (Dell)
01.2016 - 01.2018
Senior IT Manager – Service Delivery
Caesars Entertainment
01.2009 - 01.2016
Global Service Delivery Director
JP Morgan Chase
01.1994 - 01.2009
B.A. -
Otterbein College