Jim Densmore Email Address

Vice President Information Technology and Information Technology Service Delivery Manager

Allianz Global Investors is a diversified active investment manager with a strong parent company and a culture of risk management. With 24 offices in 18 countries, we provide global investment and research capabilities with consultative local delivery. We have €435 billion in assets under management for individuals, families and institutions worldwide, and employ more than 500 investment professionals.*

I am a transformative IT Services leader with 24 years in optimizing IT Service Desk and Service Delivery operations and business continuity, across global and dispersed teams. Bringing strong interpersonal skills, a client-centric approach and a "just enough process" mindset, I excel in developing, delivering, and monitoring large-scale capital and service delivery projects. In addition, I have 12+ years of experience with developing, deploying and administering the ServiceNow platform, including the design and management of all core ITSM processes - Request, Change, Incident, Problem, Knowledge, LDAP integration, Performance Analytics, Dashboard/Reporting and performing platform maintenance and upgrades. Highlights from my career include: • Enabling IT Service Management by using Agile to design and implement a global ServiceNow Platform for 700+ users, with all core ITSM processes, and administering the platform • Improving Service Delivery by Integrating 5 regional Service Desks into a national, 25 person team with Level 1 Service Desk, Level 2 Workplace and Level 3 Desktop Engineering. • Ensuring corporate resilience by developing, implementing and managing a national business continuity and disaster recovery program, including departmental recovery plans, warm-site management, developing and deploying an employee awareness program, conducting business continuity tests and implementing an Incident Communication platform. • Managing 1,000+ workstation/laptop refresh projects My career also includes 3+ years of working remotely full-time with global colleagues, managers, and off-shore resources. I am confident in my ability to perform and connect across virtual teams. Functional Expertise: ServiceNow Administration | Disaster Recovery | Project Management | Service Desk Operations | Desktop Support | Business Continuity | Vendor Relationships | Continual Service Improvement | Process Engineering | Training & Mentoring | Desktop Engineering | Software Development | Budget Management Technical & Framework Expertise: ServiceNow, SendWordNow (OnSolve), HCL BigFix, ITIL (IT Infrastructure Library), ITSM (IT Service Management), KCS (Knowledge-Centered Service), BCI Good Practice Guidelines, Agile, Scrum, Microsoft Office 365, Access, Project, Visio, SharePoint, Windows 10, Active Directory