Shareem Taylor
McKinney
Summary
ServiceNow Platform Owner and Enterprise Service Delivery Leader with a history of achieving 15% cost reductions and enhancing operational efficiency through strategic automation. Proficient in ITIL and risk management, emphasizing stakeholder engagement and cross-team collaboration. Delivers solutions that significantly improve service quality and customer satisfaction. Demonstrates strong problem-solving skills and fosters robust relationships with clients and team members.
Overview
21
21
years of professional experience
1
1
Certification
Work History
ServiceNow Platform Owner, Service Delivery Leader, Enterprise Service Delivery
Fisher Investments
Plano
03.2023 - 09.2025
- Directed ServiceNow platform strategy, implementing ITSM, ITOM, ITAM, SPM, GRC, BCM, FSM, EAM, and SecOps modules, resulting in 15% cost reduction and 30% increase in satisfaction.
- Defined and owned ITIL service delivery and service management for ServiceNow ecosystem and integration of business processes to support SDLC, DevOps and ALM for high value, service quality.
- Integrated intelligence and core NOW features to boost automation by 40%, enhancing operational efficiency.
- Collaborated with architects to define, own and communicate platform architecture in alignment with CSDM 5.0 standards drive scalability, security, and adoption across the enterprise.
- Served as leader and primary contact to executive and business stakeholders and became trusted advisor to internal IT, compliance, and business sponsors to secure funding for scaling new features, integrations, and new ServiceNow product subscriptions.
- Increased service portfolio maturity levels by 30% through targeted enhancements in customer satisfaction.
- Partnered with Enterprise Risk Management and Information Security teams to integrate risk workflows into ServiceNow, achieving 25% improvement in SLA compliance.
- Established architectural standards in alignment with CSDM to mature CMDB, configuration/development standards and data management best practices for secure design principles to ensure alignment with NIST security and DORA regulatory frameworks.
- Established CCB and technical governance board to define and standardize the process and decisions around configuration versus customization.
- Drove analytics modernization by integrating Power BI with ServiceNow Performance Analytics for improved KPI transparency.
- Managed team of twelve FTEs responsible for the architecture, configuration, implementation, and administration of the platform using a hybrid approach of agile scrum for new and enhancement work and Kanban for operations and administration.
- Servant leader who fostered a performance based culture by setting clear expectations, coaching and offering upskill opportunities to support team members success and career growth.
- Conducted employee engagement events and user surveys to assess VOC and adoption by leveraging organizational change management ADKAR model.
- Defined SOPs and policies for development, test management, configuration management, asset management, incident response and business continuity/resiliency plans.
- Oversaw vendor relationships including contract management and renewal negotiations, SOW management, SLA adherence, and staff augmentation coordination.
Enterprise Transformation Program Manager
Fisher Investments
Plano
02.2022 - 03.2023
- Defined and implemented enterprise transformation governance, aligning portfolio delivery to strategic goals.
- Facilitated cross-team planning, improving delivery timelines by 10% and mitigating risks across programs.
- Streamlined intake processes for enterprise initiatives, reducing approval cycle times by 25%.
- Developed a metric-driven approach to track program ROI, resulting in 15% increase in stakeholder trust.
Vice President, Chief Administrative Office Program Management
JPMorgan Chase
Plano
08.2021 - 02.2022
- Directed initiatives for ServiceNow GRC implementations, supplier technology transformation, and compliance.
- Partnered with Risk and Compliance stakeholders to incorporate regulatory requirements into program delivery methodology, focusing on risk mitigation, sponsor partnership, and continuous improvement.
- Implemented data quality and metadata standards to drive developer and end user compliance, improving data integrity across risk and finance systems.
- Partnered with enterprise architecture to define data stewardship roles and data control points, ensuring accuracy and traceability across critical data domains for platform configuration standards.
- Executed compliance-driven programs aligned with P&L impacts, regulatory priorities, and business value realization, ensuring 85%+ project success rate while maintaining adherence to firm risk standards.
- Implemented a supplier technology transformation program, reducing invoice processing times by 30%.
- Developed and deployed compliance dashboard in ServiceNow to track regulatory adherence across initiatives, improving audit readiness by 40% through real-time visibility of controls and remediation progress.
Vice President, BCP/Resiliency & Data Center Program Delivery
JPMorgan Chase
Plano
05.2019 - 08.2021
- Standardized resiliency assessments, reducing incidents and strengthening regulatory compliance.
- Partnered with ERM and Technology IS teams to remediate and mitigate risk/issue findings, delivering resiliency requirements for Global Technology and Resiliency Management while maintaining audit readiness.
- Managed MRAs from internal/regulatory audits, standardized assessment approach by implementing remediation plans that reduced incidents and strengthened compliance adherence to controls and standards.
- Implemented centralized governance framework to drive application automation across Middleware infrastructure based Global Tech Risk Management resiliency requirements and control standards.
- Conducted Business Impact Assessments and maintained cyber recovery plans for technology stack, ensuring policies, processes, and artifacts aligned with regulatory requirements for operational resilience.
- Implemented a centralized governance model for resiliency, reducing operational risks by 20%.
Senior IT Business Product Manager
Dallas Area Rapid Transit (DART)
Dallas
11.2016 - 05.2019
- Owned enterprise product lifecycle for ServiceNow ITSM and portfolio management platforms.
- Improved user satisfaction by 30% (to 87%) via roadmap execution and stakeholder engagement.
- Led development of a centralized data model and reporting framework for technology and business asset and service data, enhancing reliability of operational analytics and lifecycle for strategic planning.
- Defined governance processes for data validation, reconciliation, and retention aligned to data quality best practices to support audit and risk requirements for policy and SOP documentation.
- Delivered $1M+ in savings through IT platform consolidation and process automation.
- Introduced a user feedback loop, increasing adoption rates for new platform features by 25%.
- Optimized project workflows, reducing time-to-market for IT services by 15%.
- Participated and evaluated various technology product and service providers as part of RFP/RFQ process. Key advisor to CTO, CFO and other leaders on selection of vendors.
Senior IT Consultant & Delivery Manager
EJES, Inc. Professional Services
Dallas
01.2015 - 11.2016
- Implemented Maximo & TriRiga system integration to streamline city operations by reducing costs by $1M.
- Developed a multi-year technology strategy plan, aligning IT initiatives with citywide goals.
- Automated manual processes for asset management, reducing operation overhead by 20%.
- Participated and evaluated various technology product and service providers as part of RFP/RFQ process. Key advisor to CTO, CFO and other leaders on selection of vendors.
Vice President, Global Technology
Merrill Lynch / Bank of America (MLIM)
New York
04.2004 - 10.2013
- Advanced into VP leadership overseeing service delivery, data centers, and global IT programs.
- Built and executed technology roadmap supporting global maintenance, innovation, and growth.
- Directed IT service desk transformation, and major infrastructure refresh initiatives.
- Financial oversight of global cost centers; negotiated vendor agreements and enforced enterprise standards for IT procurement. Implemented a global data center consolidation strategy, saving $2M annually.
- Defined IT service SLAs/SLOs and negotiated vendor agreements to enforce compliance standards.
- Led IT service desk transformation for GTI managed hosting services, implemented ServiceNow Incident, Problem, Change, Release, and ServiceDesk ITSM workflows to address MRAs and ensure day-to-day operational compliance with audit findings and regulatory standards. Reduced IT service desk ticket resolution times by 15% through process automation.
Education
Bachelor of Science - Management Information Systems
Southern New Hampshire University
Manchester, NH01-2027
Associate of Science - Liberal Arts
Southern New Hampshire University
Manchester, NH01-2020
Skills
- Enterprise Technology Leadership
- ServiceNow: ITSM, ITAM, ITOM, SPM, GRC, SecOps, BCM, EAM, FSM, Integration Hub
- ITIL/ IT Service Management
- Strategic planning/Technology Roadmap
- Program Project Management
- Stakeholder Engagement
- Risk Management
- Cross-Team Collaboration
- Employee Development
- RFQ/RFP solicitations
- Contract Negotiation & Management
- Vendor Management
- Small business operations
- Budget Management/Profit & Loss
- KPI/SLA/OLA
- Service quality assurance
- SDLC/ALM
- VOC User Engagement
- Hiring and staffing
- Agile (Kanban/Scrum) and Waterfall
- Consulting
- Executive Engagement
- Business Process Management
- Data Management
- NIST
- DORA
- COBIT 5
- CSDM
- Service Mapping
- Transformation & Governance
- Cloud Infrastructure
- Azure
- AWS
- Data centers
- Hybrid architecture
- Resiliency BCP/DR
- Predictive intelligence
- API Integration
- Workflow Automation
Affiliations
- PMI
- ISACA
- BRM Institute
- ServiceNow Community
- ServiceNow Knowledge25 Panel Speaker
- EDM
- TBM
Certification
- ITIL Foundation
- ITIL Practitioner
- Scrum Master
- Lean Six Sigma Yellow Belt
- BRM Professional
Accomplishments
- Strategic Leadership, Directed enterprise service delivery strategy at Fisher Investments, improving SLA compliance by 25% and increasing automation by 40% through predictive intelligence and API integration.
- Cost Optimization, Managed global data center optimization, saving $1.6M by reducing the global footprint and remediating 10,000+ devices.
- Data Management Capability, Spearheaded cross-enterprise data governance and analytics modernization initiatives integrating ServiceNow, CRM, and financial systems, resulting in measurable improvements in data quality, transparency, and strategic decision-making across global business units.
- Governance Excellence, Established PMO and BI Centers of Excellence, achieving $1.16M in annual savings through labor/resource refinement and contract consolidation.
- Operational Efficiency, Enhanced enterprise service delivery satisfaction by 30% at Dallas Area Rapid Transit, saving $1M+ through IT platform consolidation and process automation.
- Risk Mitigation, Delivered resiliency and BCP frameworks at JPMorgan Chase, reducing incidents and ensuring regulatory compliance.
- Digital Transformation, Spearheaded ServiceNow re-platforming at Fisher Investments, achieving a 15% reduction in operational costs and a 30% increase in customer satisfaction.
References
References available upon request.
Timeline
ServiceNow Platform Owner, Service Delivery Leader, Enterprise Service Delivery
Fisher Investments
03.2023 - 09.2025
Enterprise Transformation Program Manager
Fisher Investments
02.2022 - 03.2023
Vice President, Chief Administrative Office Program Management
JPMorgan Chase
08.2021 - 02.2022
Vice President, BCP/Resiliency & Data Center Program Delivery
JPMorgan Chase
05.2019 - 08.2021
Senior IT Business Product Manager
Dallas Area Rapid Transit (DART)
11.2016 - 05.2019
Senior IT Consultant & Delivery Manager
EJES, Inc. Professional Services
01.2015 - 11.2016
Vice President, Global Technology
Merrill Lynch / Bank of America (MLIM)
04.2004 - 10.2013
Bachelor of Science - Management Information Systems
Southern New Hampshire University
Associate of Science - Liberal Arts
Southern New Hampshire University