The Pure-Play ServiceNow Partner makes key delivery changes to increase client relevancy for 2021
On the heels of Acorio’s announcement last week, naming three new Vice Presidents, today the ServiceNow Elite partner announced an additional series of changes and promotions in their client delivery organization to better serve customers at scale. The moves come at a strategic time for the largest global pure-play ServiceNow consultancy further aligning them with ServiceNow’s growing footprint as it solidifies itself as, as NOW CEO Bill McDermott explains, “the platform of platforms.”
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At the helm of these changes is newly-promoted Vice President of Consulting Services, Dan Lyons. Reporting to Vice President of Client Delivery, Marci Parker, Lyons is responsible for leading the ServiceNow consultancy’s Process and Technical Consulting team of nearly 150. His previous roles include Senior Director of Consulting Services at Appirio, where he led the global Cornerstone consulting practice. Since joining the team, Lyons has led Acorio to excellence in Customer Satisfaction (CSAT scores), while also building out the company’s depth and breadth of platform experience. With his leadership and strategic vision, Acorio was awarded Industry Solutions Partner of the Year for the Americas in 2020.
He is heavily invested in the development and growth of his employees, as demonstrated by his involvement in planning Acorio’s Continuing Education (ACE) Dayz new initiative, which provides six separate working days throughout the year dedicated exclusively to employee training.
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Also announced today, Acorio has added new practice leadership and promotions to serve the needs of the expanding strategic value of the ServiceNow Platform for customers. They currently include:
- Damian Broccoli as Director of Delivery Services. As a commitment to customer support, Broccoli will now oversee Delivery Operations, Learning & Development, and Resource Management for Acorio. Having spent nearly 20 years in IT, he adds a valuable depth of experience in maturing customer support and operations.
- Terrell Pursley as Director of IT Experience. In this role, Pursley is responsible for overseeing Acorio’s IT workflow and strengthening the intersections of ITOM, ITSM, ITAM and ITBM. Pursley joined Acorio in 2014, and since then has been integral in shaping Acorio’s Practice Lead framework.
As Director of IT Experience, Pursley will work with a team of IT experts to provide expertise across major IT areas of the platform. This team currently includes Shaun Brachmann as ITOM lead and Leanne Barkus as ITAM lead. In the future, the practice will also include formalized ITSM and ITBM lead roles.
- Toni Siragusa as CSM Practice Lead within Acorio’s Customer Experience Workflow. Siragusa, a graduate of Acorio’s Bootcamp, joined the team with a background in consulting and managing customer contact centers. In her new role, Siragusa will guide CSM projects within Acorio’s Customer Experience Workflow.
- In addition to its ITx and Customer Experience Workflows, Acorio has also established an Employee Experience workflow. The team currently includes Tory Young as Acorio’s HRSD lead. Young brings 13 years of experience to his role where he is responsible for create a consistent world class experience for HRSD clients.
In the coming months, the Employee Experience team will hire an Employee Experience Practice Lead, and name leads for additional areas of the workflow including; Workplace Service Delivery, Legal Service Delivery and Safe Workplace Suite.
“The sky is the limit with ServiceNow’s capabilities and our Acorio Delivery team is poised to support the growth and drive innovation with our clients. I am so proud of this team, what we have achieved together and what the next chapter together will bring. Congratulations to each of these outstanding employees!” -Marci Parker, Vice President, Client Delivery