TK Elevator

Director Global IT Service Management | 2015–2023

The Challenge

TK Elevator's IT support infrastructure was fragmented and inefficient. Twenty-six regional service desks operated independently with no standardized processes, inconsistent service levels, and disparate tooling across five legacy platforms. The decentralized model created redundant overhead, prevented economies of scale, and delivered poor user experience. Without enterprise-wide SLAs, performance metrics, or executive visibility, IT leadership lacked the data to measure effectiveness or drive continuous improvement. The business impact was substantial: excessive operational costs, declining user satisfaction, and inability to scale support for a global workforce.

The Transformation

Led a multi-year global consolidation initiative that fundamentally restructured IT service delivery:

Global Consolidation & Standardization

• Consolidated 26 regional service desks into a single unified Global Service Desk with follow-the-sun coverage
• Designed the organization's first enterprise-wide SLAs, KPIs, and executive dashboards for real-time performance visibility
• Established standardized processes and operating procedures across all regions and service tiers

Technology Modernization

• Directed global ServiceNow implementation, replacing five disparate legacy tools and creating a unified service management platform
• Enabled automation, self-service capabilities, and integrated knowledge management

Customer-Centric Redesign

• Reimagined service delivery workflows with focus on user experience, communication, and first-contact resolution
• Implemented structured feedback mechanisms and continuous improvement processes

Business Impact

• $3M Annual Cost Savings — Consolidation eliminated redundant infrastructure, reduced headcount through efficiency gains, and optimized vendor spend
• $500K Technology Rationalization — ServiceNow platform consolidation delivered recurring savings through tool elimination and license optimization
• 30% NPS Improvement — Customer-centric process redesign and consistent service delivery dramatically elevated user satisfaction
• Operational Excellence — Achieved measurable SLA compliance globally with real-time executive visibility into performance trends
• Scalability & Agility — Created foundation for future growth with standardized platform supporting M&A integration and business expansion