Ryan Scanlon

Background

About Ryan Scanlon

With over 11 years of work experience in the IT industry, I am a results-driven and customer-focused Service Delivery Manager. I am proficient in ITSM based on ITIL framework, and hold an ITIL and ScrumMaster certification. I have a passion for delivering excellent service to internal and external customers, and a mission to optimize processes, performance, and user experiences. I bring diverse perspectives and experiences to the team, as I have worked with various technology, platforms, and applications, and have supported a wide range of business functions and needs. In my previous role, I managed a team of 18 IT professionals, including Technical Support Engineers, Service Desk Agents, Print Services Engineer, and Service Delivery Engineer. I was responsible for establishing and maintaining SLAs, conducting customer satisfaction surveys, analyzing service performance data, identifying trends, and implementing corrective actions. I maintained executive relationships, delivering personalized support to Brookfield's leadership. Additionally, I leveraged my skills in Agile project management (Scrum Master & Product Manager) to manage the company ITSM.(ServiceNow) Utilizing Kanban in Jira to draft stories, sprint planning, daily stand ups, backlog refinement, test driven development, release planning, and upgrades of ServiceNow.