Talent & Leadership Development
Onboarding, skills-based training, coaching, quality reviews, recognition, and career paths from agent to team lead and manager.
Global Service Delivery Leadership
Christopher Balk
Director, Global Service Delivery & Support
30+ Years of IT Service Delivery | 24x7 Follow-the-Sun Support | 70+ Countries
Global Service Delivery | Talent & Leadership Development | Support Implementation | ITSM Automation
Every support interaction is the face of IT. Develop the people who deliver it, and the service improves.
- 30+ YearsIT service delivery experience
- 70+ CountriesGlobal support implementation
- 100+ Professionals24x7 follow-the-sun teams led
- 30+Years Experience
- 70+Countries
- 100+Professionals Led
- 2M+Technology Assets
- 95%Customer Satisfaction
- 40%Infrastructure Cost Reduction
Profile
Service leadership built on developed people
For more than 30 years, Christopher Balk has built and led global service delivery and support organizations. He develops support talent and leaders into strong, stable teams, implements support that works for users in many countries and time zones, and uses ITSM platforms, automation, and analytics to make service faster and more consistent.
He started in hands-on support at the University of Michigan Medical Center (now Michigan Medicine), moved into consulting and enterprise architecture, and then led a 24x7 follow-the-sun support organization of more than 100 technology professionals in 9 to 10 countries.
He believes support is a people business. When the people who deliver support have good training, good tools, and a clear future, customers get better service, and cost goes down.
Executive Value
- Global Operations
- Service Delivery
- Infrastructure
- Transformation
- Governance
- People Leadership
Impact
Results that define the scale
- 95%Customer satisfaction
- 70%+Staff turnover reduction
- 60%Training & operating cost reduction
- 40%Infrastructure cost reduction
- 2M+Technology assets migrated, rolled out & transformed
- 70+Countries
Scale matters. Results matter more.
Value Proposition
What Christopher brings to a global support organization
Global Service Delivery
24x7 follow-the-sun service desk, end user services, and support operations across countries and time zones.
Support Implementation
Support models, readiness, and service continuity for global technology programs and rollouts.
ITSM Platforms & Automation
ITIL-based service management, ITSM platform implementation, and workflow automation.
Dashboards & Analytics
Real-time KPI and SLA dashboards, workforce and queue analytics, and executive reports.
Continuous Improvement
Programs that raise service quality and lower cost, with vendor governance and budget control.
People.
Process.
Technology.
In that order.
Technology enables innovation. People drive success. Well-designed processes sustain it.
Christopher believes effective leadership comes from aligning people, process, and technology. His approach emphasizes trust, strong teams, business understanding, practical solutions, and measurable results.
Select a principle to read more
Career Journey
Three decades of progression
New Era Technology Solutions Architect Advises C-suite and IT leaders on global service delivery, service desk operating models, and end user support. 2017 – PresentView experience
- Advise C-suite and IT leaders on global service delivery, service desk operating models, and end user support for multinational organizations.
- Direct global deployment and modernization programs. Establish standard support models, ITSM frameworks, KPI and SLA governance, and performance analytics so that support is ready for each rollout.
- Lead vendor and managed services governance. Apply ITSM workflow automation and performance dashboards to improve service quality, customer experience, and cost.
eIT Advisors, LLC Global Services Manager & Support Director Led a 24x7 follow-the-sun service desk and support organization of 100+ professionals in 9 to 10 countries. 2009 – 2017View experience
- Directed global service delivery and support operations through a 24x7 follow-the-sun model. Led more than 100 technology professionals in 9 to 10 countries across service desk, infrastructure support, end user services, and managed service delivery.
- Built the talent development program for the support organization: structured onboarding, skills-based training, coaching, quality reviews, recognition, and career paths from agent to team lead and manager. Reduced turnover by more than 70% and lowered training and operating cost by about 60%.
- Implemented ITIL-based service management, ITSM platform workflows and automation, and real-time KPI and SLA dashboards with executive reports. Reached about 95% customer satisfaction through continuous improvement programs.
- Managed $10M+ in operating and capital budgets, vendor governance, workforce planning, and compliance for clients in highly regulated industries.
Coretek Services, LLC Managing Consultant Led service delivery transformation and ITSM frameworks for Fortune 500 and large enterprise clients. 2008 – 2009View experience
- Led IT infrastructure and service delivery transformation for Fortune 500 and large enterprise clients, with scalable support operating models aligned to business goals.
- Designed and implemented ITSM frameworks for incident, problem, change, and service governance, with performance metrics and continuous improvement practices.
- Advised executive stakeholders on service strategy, infrastructure modernization, and operational roadmaps. Supported business development through solution design and executive presentations.
Avanade, Inc. Infrastructure Architect Directed global deployment programs of 150,000+ assets across 70 countries, with operational readiness and service continuity. 2000 – 2008View experience
- Architected and delivered enterprise infrastructure, endpoint management, and service delivery solutions for multinational organizations.
- Directed global deployment and integration programs with more than 150,000 technology assets across 70 countries. Led cross-functional teams, vendor partners, and implementation governance for operational readiness and service continuity.
- Led infrastructure transformation and consolidation programs that reduced operating cost by up to 40%, improved service scalability, and supported post-merger technology integration.
Software Spectrum, Inc. Principal Systems Consultant Led systems management and IT support consulting engagements for large commercial clients. 1996 – 2000View experience
- Led systems management and IT support consulting engagements for large commercial clients, improving technology performance, support operations, and business continuity.
- Designed and implemented systems management frameworks, deployment strategies, and support best practices with client leadership.
- Advised executive stakeholders and technical teams on infrastructure modernization, operational planning, and large-scale technology implementations.
University of Michigan Medical Center (now Michigan Medicine) Computer Systems Consultant Provided hands-on technology support in a large multi-site academic healthcare environment. 1992 – 1996View experience
- Supported enterprise technology operations within a large multi-site academic healthcare environment, administering critical systems, end user computing, and infrastructure services to ensure high availability, operational reliability, and uninterrupted clinical support.
- Managed system deployments, hardware and software implementations, technology upgrades, and technical support initiatives while collaborating with cross-functional healthcare and IT teams to improve service delivery, operational efficiency, and user satisfaction.
- Contributed to infrastructure planning, systems administration, and technology standardization efforts, ensuring compliance with organizational policies and supporting secure, scalable, and high-performing IT environments in a mission-critical healthcare setting.
Career Impact Timeline
From the support desk to global support leadership
- 01Hands-On Support
- 02Systems & Consulting
- 03Global Deployment & Readiness
- 04Global Service Delivery Leadership
- 05Talent & Leadership Development
- 06Global Service Delivery & Support
Signature Achievements
Where developed people became great service
Talent DevelopmentBuilt a talent development program that cut turnover by more than 70%.Read the impact
Structured onboarding, skills-based training, coaching and quality reviews, recognition, and career paths from agent to team lead and manager. Training and operating cost dropped by about 60%.
Global Service DeliveryLed a 24x7 follow-the-sun support organization of 100+ professionals in 9 to 10 countries.Read the impact
Service desk, infrastructure support, end user services, and managed service delivery for multinational clients, with about 95% customer satisfaction.
Support ImplementationImplemented support for global programs in 70+ countries and 2M+ technology assets across his career.Read the impact
Operational readiness and service continuity for global deployments, including 150,000+ assets in a single program.
Innovative Use of TechnologyImplemented ITSM platforms, workflow automation, and real-time KPI and SLA dashboards.Read the impact
Tools that make support teams faster and give team leads, managers, and executives the same clear view of service. Consolidation work also cut infrastructure operating cost by up to 40%.
Expertise
Service delivery and support expertise
Talent & Leadership
- Onboarding & Training Programs
- Skills-Based Training
- Coaching & Quality Reviews
- Career Path Development
- Recognition & Engagement
- Continuous Improvement Programs
Global Service Delivery
- Global Support Organization Leadership
- 24x7 Follow-the-Sun Support
- End User Services
- Remote Support
- Workforce Planning
Support Implementation
- Support Readiness & Transition
- Enterprise Deployments
- Global Rollouts
- Service Continuity
- Vendor & Managed Services Governance
ITSM & Automation
- ITIL
- ITSM Platform Implementation
- Workflow Automation
- Incident, Problem & Change Management
- Knowledge Management
- Service Catalog
Dashboards & Analytics
- Real-Time KPI & SLA Dashboards
- Workforce & Queue Analytics
- Executive Reporting
- SQL
- Microsoft Excel
- Forecasting
Leadership Model
How Christopher creates results
- 01 —
Listen
Understand the organization before changing it.
- 02 —
Align
Connect technology priorities with business objectives.
- 03 —
Build
Develop teams, operating models and trusted partnerships.
- 04 —
Transform
Modernize technology and improve operating performance.
- 05 —
Govern
Create accountability through metrics, standards and disciplined execution.
- 06 —
Deliver
Convert strategy into measurable business outcomes.
Leadership Beyond Technology
Depot Town Big Band
Christopher serves as Managing Director of the Depot Town Big Band, a 19-piece traditional jazz ensemble he helped grow from a rehearsal group into a successful 501(c)(3) nonprofit organization.
- Team Building
- Talent Development
- Shared Purpose
- Community Leadership
- Long-Term Stewardship
Education
Academic foundation
Master of Business Administration
Information Technology Management
Jones International University
Bachelor of Science
Physics
University of Michigan–Dearborn
Why Christopher
Why IT leaders value Christopher
Talent Builder
Develops support people and leaders into strong, stable teams: 70%+ lower turnover and about 60% lower training cost.
Support Implementer
Support ready for global programs in 70+ countries and 2M+ assets across his career.
Practical Technologist
ITSM platforms, workflow automation, and real-time dashboards that help support teams and inform leaders.
Global, Measurable Service
24x7 follow-the-sun coverage in 9 to 10 countries with about 95% customer satisfaction.
Positioning
Where Christopher creates the most value
Director, Global Service Delivery & Support
Target Roles
- Director, Global Service Delivery
- Senior Director, Global Support Services
- Head of Global Service Operations
- Director, End User Services
- Director, IT Service Management
- Director, Global IT Support
Christopher focuses on three things: the development of support talent and leaders, the successful implementation of support, and the innovative use of technology in service operations.
Contact
Build a support organization your people are proud of
For organizations that want a global support organization with developed people, reliable service, and modern ITSM tools, Christopher brings more than three decades of service delivery experience.
Christopher Balk
Global Service Delivery | Talent & Leadership Development | Support Implementation | ITSM Automation
- Michigan, USA
- LinkedIn: linkedin.com/in/cbalk
- Email (click to show)