Bonita Payton Career Audio Overview
About Me.
I Turn IT Chaos into Competitive Advantage
Here's what you need to know about me: I get stuff done.
For 30+ years, I've been the leader organizations call when they need someone who won't just manage—they need someone who will drive. Whether it's building a virtual contact center from scratch, transforming 70,000 employees to remote work in a single day, or reducing system errors by 40%, I'm the go-getter who figures it out and makes it happen.
My Leadership Style?
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Hands-on, not hands-off. I'll be on customer calls and major incident bridges right alongside my teams.
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Strategic, not bureaucratic. I create frameworks that scale, not red tape that slows people down.
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Results-obsessed. 95%+ customer satisfaction isn't luck—it's intentional design and relentless execution.
What I've Done:
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Led IT operations for Cardinal Health, NBCUniversal, Reynolds Consumer Products, and Webster Bank
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Built and scaled customer support teams from 5 to 50+ agents while maintaining industry-leading retention
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Transformed service delivery metrics: 97% First Call Resolution, <10 minute Average Handle Time, 75% reduction in downtime
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Championed automation and AI that reduced manual workloads by 25-40%
What Drives Me: I believe exceptional IT service delivery is a competitive advantage, not a budget line item. I'm passionate about mentoring leaders, building diverse teams, and proving that technology—when done right—makes everyone's job better.
Bottom Line: If you need someone to maintain the status quo, I'm not your person. But if you need a leader who will challenge assumptions, drive change, and deliver measurable results? Let's talk.
📍 Based in Lebanon, Ohio | 🌎 Available for remote leadership roles
Sr. Global IT Service Delivery Manager
IT Infrastructure Leader
Strategic Transformation
Leader
Core Competencies
Strategic Leadership & Operations
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Enterprise Transformation Leadership - Led large-scale organizational changes across Fortune 500 companies
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Service Delivery Management - Consistently achieved 95%+ satisfaction rates and SLA compliance
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Global Team Leadership - Managed onshore/offshore teams across multiple time zones with <1% turnover
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Stakeholder Management - Expert communicator with C-suite executives and cross-functional teams
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Change Management - Drove adoption of new technologies and processes with minimal disruption
IT Infrastructure & Technology
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Cloud Infrastructure Management - Azure, AWS, Microsoft 365 administration and optimization
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Identity & Access Management (IAM) - Reduced manual errors by 40% through automation
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IT Service Management (ITSM) - ITIL-certified with expertise in incident/problem/change management
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Network Operations - Cisco infrastructure, WAN management, VPN, and telecommunications
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Database & Storage Systems - SQL Server, NetApp SAN, backup/recovery, disaster recovery planning
Project & Program Management
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Large-Scale IT Implementations - Greenfield deployments and infrastructure separations
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Agile & Waterfall Methodologies - Led transformation achieving 25% productivity improvements
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Vendor & Contract Management - Negotiated agreements reducing costs by 15%
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Risk & Issue Management - Proactive escalation and mitigation strategies
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Budget & Resource Optimization - Managed programs from $5M to $5.2B
Customer Experience & Support
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Customer Support Operations - Built and scaled teams from 5 to 50+ agents
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Performance Optimization - Improved FCR to 97%, reduced AHT from 30 to <10 minutes
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Knowledge Management - Created self-service portals and documentation systems
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Quality Assurance - Established QA frameworks ensuring consistent service delivery
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Customer Advocacy - Transformed support from cost center to competitive advantage
Compliance & Security
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Regulatory Compliance - SOX, GDPR, HIPAA-adjacent environments, ISO-9001, SOC II
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Security Frameworks - Access management, audit readiness, vulnerability management
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Data Protection - Backup/recovery strategies, business continuity planning
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Governance & Controls - Policy development and enforcement across global operations
Industry Expertise
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Healthcare IT - Clinical applications, radiology systems, contact center platforms
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Financial Services - Banking applications with stringent compliance requirements
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Media & Entertainment - Global service delivery for 70,000+ employees
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SaaS & Technology - Startup to enterprise-scale operations
Technical Proficiencies
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Platforms: Genesys, Verint, ServiceNow, Jira, Zendesk, Microsoft 365, Active Directory
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Tools: SCCM, SharePoint, Altiris, Citrix, VMware, Endpoint Manager
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Methodologies: ITIL, Six Sigma, Agile, Scrum, Lean
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Certifications: ITIL Foundation, Six Sigma Green Belt, Microsoft Certified Professional
Soft Skills & Leadership Qualities
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Go-Getter Mentality - Self-starter who drives results with minimal direction
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Executive Communication - Synthesizes complex technical information for business leaders
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Mentorship & Development - Improved retention by 30% through coaching programs
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Crisis Management - Calm under pressure, rapid response to critical incidents
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Innovation & Automation - Championed AI and technology adoption reducing workloads by 25-40%