Meet The Crew - Flight Crew Consulting

Our Story

Why did we start Flight Crew?

Flight Crew was founded after we were seeing the same pattern across many organizations:

Powerful Service Management platforms are being underutilized.

We found that the current ecosystem is dominated by manufacturer-preferred technical resources that had a very narrow view of the problem they are solving, leaving many customers underwhelmed with their experience.

We're Here To Change That.

Flight Crew was designed from the beginning to be a consultancy designed to help organizations maximize their Service Management program investment beyond just the tooling and to instead:

Expand the benefits of Service Management beyond IT
Accelerate time to meaningful value
Ultimately build outcomes that last

Our team’s strategic skillset is aligning strategy, people, process, and technology, then provide pragmatic guidance right-sized to goal, effort, and budget. We pair clear roadmaps with hands-on implementation and lightweight enablement, so teams can adopt confidently without disruption.

Our Approach

Prescriptive Consulting for Faster Outcomes

Flight Crew’s Methodology is Simple:

Outcome Over Tooling

Start with the business objective, then pick the tool.

Right-Sized By Design

Enterprises may need sophisticated platforms; other teams often don’t. We tailor for each use case.

Integrate - Don't Overbuild

Today’s ecosystems connect cleanly so you can avoid overbuying and still scale.

We help organizations go from Crawl → Walk → Run → Fly unlocking true Enterprise Service Management across the whole business, not just in IT.

Meet Our Leadership Team

Paul Wydra III

Paul is a Service Management transformation leader who has spent more than 17 years helping businesses improve their processes. Prior to co-founding Flight Crew, he founded an IT MSP in 2008 and then in 2013 began to help organizations evaluate the ServiceNow platform. He then joined an early ServiceNow partner, Acorio, where he worked on technical implementations and led business process discussions. Paul spent some time at Espressive driving virtual-agent adoption, alongside Flight Crew co-founders Dave and Mark, before joining another ServiceNow partner in 2019 to help transform their dedicated practice. In his time working with the ServiceNow Platform, Paul became one of the first 100 Certified Master Architects in the world.

At Flight Crew, he leverages his knowledge and expertise to lead the delivery team in implementations and Service Management process transformations. Paul works with customers on their overall Service Management journey including tool evaluation, best practice discussions and recommendations, and Enterprise Service Management roadmap planning. In his spare time you can find him enjoying time with his wife and dog at their home “in the woods” in southern New Hampshire.

Mark Kerley

Mark has spent more than 16 years helping large enterprises modernize how work flows; aligning strategy, people, process, and technology. He has guided Fortune 500, Global 2000, and mid-market companies through complex digital transformations by translating complexity for both the C-suite and practitioners, and by bridging sales and delivery so outcomes aren’t lost in handoffs. Before Flight Crew, Mark led advisory work at ServiceNow (including AI GTM), drove virtual-agent adoption at Espressive, and steered service transformation at Intel.

At Flight Crew, he helps organizations mature into true Enterprise Service Management. With deep expertise across Atlassian Jira Service Management, ServiceNow, and complementary platforms, he keeps Flight Crew intentionally tool-agnostic so clients choose only what they need, avoid overbuying, and realize measurable value fast. Mark focuses on scalable roadmaps, cross-functional collaboration, and pragmatic execution that moves teams from crawl → walk → run → fly with clarity, minimal disruption, and outcomes the business can trust.

David Hanson

David has spent over 14 years helping organizations develop and define use cases where technology, process, and stakeholders can align and make a strategic impact. He’s passionate about demystifying technology, separating fact from fiction, and ensuring expectations are right-sized to timelines.

At Flight Crew, he has the privilege of leveraging that experience to build out one of the finest Service Management go-to-market teams in the ecosystem. Here, customer success is more than just being “passionate about customer success,” but rather having a deep understanding of the problem sets that are being targeted and how to eliminate the roadblocks along way.