Summary
Overview
Work History
Education
Skills
Timeline
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Odette Grobler

Frederick,CO

Summary

Seasoned IT executive with over 25 years of experience driving global technology operations, IT service excellence, and crisis resolution in high-pressure environments. Proven leader with extensive experience as an Incident Commander, managing major incidents and orchestrating rapid recovery across complex, dispersed enterprises. Adept at aligning IT strategy with business goals, mentoring high-performance teams, and implementing innovative process improvements to minimize service disruptions and enhance customer satisfaction.

Overview

26
26
years of professional experience

Work History

Senior Support Account Manager

ServiceNow
08.2022 - Current
  • Serve as the primary escalation point and incident commander for high-impact technical issues, ensuring rapid resolution and minimal service disruption
  • Lead cross-functional teams during crisis situations, coordinating with technical experts and vendors to drive efficient incident resolution
  • Deliver strategic guidance and train junior staff on incident management best practices and process improvements
  • Enhance operational processes by implementing dashboards and reporting tools to track incident trends and performance metrics

Global IT Director

Udemy
02.2021 - 07.2022
  • Directed global service desk operations and ITSM strategy, emphasizing swift and effective crisis response and incident recovery
  • Oversaw multiple major incident responses, coordinating efforts across international teams and ensuring timely communication to executive leadership
  • Led successful IT security audit remediations (SOX, ISO, PCI) while enhancing process compliance and reducing incident resolution times
  • Developed and implemented KPI tracking systems to monitor incident response performance and drive continuous process improvements

Global Director of IT and NALA Facilities

ServiceSource International Inc.
01.2016 - 10.2021
  • Established and managed a global service desk and Network Operations Center (NOC), integrating ITIL-based processes for incident management and recovery
  • Spearheaded the deployment of ServiceDesk Plus, standardizing procedures for major incident escalation and resolution
  • Managed crisis communications and stakeholder engagement during major IT incidents, ensuring rapid recovery and minimal business impact

Senior ITSM Service Level Manager

Nissan North America
04.2014 - 01.2016
  • Implemented a tiered support model and transitioned ticketing operations to ServiceNow, significantly improving incident management efficiency
  • Developed comprehensive training programs and process guidelines that enhanced the team’s ability to manage and escalate high-priority incidents
  • Acted as a key incident commander during major outages, coordinating cross-functional teams to restore service promptly

IT Site Manager | NOC Manager | Sr ITSM Manager

TeleTech Holdings, Inc.
04.2010 - 04.2014
  • With extensive experience in IT management, Network Operations, and Service Operations, I have developed a strong track record of leading cross-functional teams, optimizing IT infrastructure, and delivering high-quality services to meet organizational goals. In my combined roles, I focused on the following areas;
  • Leadership & Team Management: Directed and mentored multidisciplinary teams across IT management, NOC operations, and service delivery, driving collaboration and continuous improvement in service levels. Effectively managed incident resolution, escalations, and change management processes, ensuring minimal disruption to business operations.
  • Operational Excellence: Developed and streamlined IT processes for incident management, service desk operations, and network monitoring to enhance uptime, performance, and customer satisfaction. Led the implementation of ITIL best practices across service delivery functions, resulting in improved service efficiency and faster response times.
  • Strategic IT Planning & Optimization: Worked closely with senior leadership to develop IT strategies aligned with business objectives, including infrastructure upgrades, security enhancements, and scalability planning. Managed end-to-end IT operations, ensuring system reliability and availability while driving cost-effective solutions.

Senior IT Manager (Multiple Roles)

EDS
02.1999 - 04.2010
  • Led infrastructure teams and support staff across 11 client accounts, providing decisive leadership during critical incidents
  • Implemented performance monitoring and training programs that bolstered the team’s ability to manage and resolve major IT disruptions

Education

ITIL v3 Foundation -

Knowledge Toolworks
01.2012

Microsoft Certified Professional (MCP) - undefined

Torque IT
01.2003

Six Sigma Green Belt -

EDS
01-2010

Teaching Diploma - Education

Penn Foster
Scranton, PA
03-2005

Skills

  • Incident & Crisis Management
  • Global IT Operations & Strategy
  • Major Incident Command
  • IT Service Management
  • Post-Mortem Analysis
  • ServiceNow Implementation
  • KPI Development
  • SLA Management
  • Process Improvement
  • Management
  • Staff Development
  • Executive Stakeholder Engagement
  • Cross-Functional Collaboration
  • IT Budget Management
  • Vendor Management
  • Compliance & Audit Readiness (SOX, ISO, PCI)

Timeline

Senior Support Account Manager

ServiceNow
08.2022 - Current

Global IT Director

Udemy
02.2021 - 07.2022

Global Director of IT and NALA Facilities

ServiceSource International Inc.
01.2016 - 10.2021

Senior ITSM Service Level Manager

Nissan North America
04.2014 - 01.2016

IT Site Manager | NOC Manager | Sr ITSM Manager

TeleTech Holdings, Inc.
04.2010 - 04.2014

Senior IT Manager (Multiple Roles)

EDS
02.1999 - 04.2010

Microsoft Certified Professional (MCP) - undefined

Torque IT

ITIL v3 Foundation -

Knowledge Toolworks

Six Sigma Green Belt -

EDS

Teaching Diploma - Education

Penn Foster

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Odette Grobler