Brian W. Miller Email & Phone Number

Washington, DC, US

Washington, District Of Columbia, US

Arlington, VA, US

• Senior Enterprise Change Manager responsible for Change Operations during a ServiceNow deployment project launched in January 2023.
• Responsible for project coordination, technical documentation, CAB management, KPI and SLA reporting, and general change operations.

Radnor, PA, US

• FinTech Software Technology & Business Service Delivery for BankMobile Vibe & T-Mobile MONEY. #vibebanking #tmobileMONEY #finance #FinTech
• Lead for Agile Service Management Program responsible for delivery of the T-Mobile MONEY Web and Mobile Banking App (iOS/Android/Web).
• ITSM Program lead for TMM Product Change, Release, Incident, Problem, and Availability Management programs (CAB/RFCs/RCAs).
• Responsible for availability (uptime) of the TMM Product as well as providing executive support for Compliance, Risk, Customer Advocacy and Complaint Management programs within BankMobile (a subsidiary of Customers.

Mountain View, California, US

• Architecture and administration of Technology Service Management process with concentration in Change Control and Agile Software Release.
• Responsible for all LegalZoom software deployments; affecting ecommerce products: Website, accounts, orders, transactions, and financial.
• Responsible for all LegalZoom InfoSec, Data, App and Infrastructure deployments within Change Management governance and controls.

Westlake Village, California, US

• ServiceNow Process architect & administrator responsible for delivery and improvement of ITIL Service Management Operations and Transition.
• Chair of weekly Change Advisory Board (CAB), Change control process manager, lead on accompanying continuous improvement initiatives.
• Chair of Problem Review Board (PRB), Problem process manager, lead for monthly improvement sessions and accompanying initiatives.
• Problem Manager responsible for tracking and remediating all Problem records; documenting/communicating workarounds and final solutions.
• Member of ServiceNow Administrator team responsible for user admin, Release Management, testing, upgrades, and general troubleshooting.
• Department lead for Time Management system implementation, host of corresponding process improvement meetings.

Burbank, CA, US

• Assigned as Capgemini‘s primary onshore manager for all Warner Bros. Infrastructure Change and SAP Release Management activities.
• Management, accountability, and escalations for Warner Bros. Line of Business and Infrastructure Change Requests.
• Chairman of the weekly Change Advisory Board (CAB) meetings, manager of CAB membership, and all CAB stakeholder communications.
• Managing strategy and quality of all Change & Release communications including CAB agendas/minutes, and process updates.
• Owner and primary implementer of Capgemini LEAN IT improvement initiatives affecting Warner Bros. Change and Release processes.
• Implemented Capgemini IT Service Transition strategy utilizing the ITSM application used by all Infrastructure and Application services teams.

London, England, GB

• Transitioned to Sydney into newly created Incident Manager role following the HBOSA sale of Bankwest to Commonwealth Bank (same technology team as Halifax Bank).
• Management, accountability, and escalations for all Major Incidents, Security, Facilities, Crisis Management and Operational Risk incidents.
• Managing strategy and day to day quality of all Service Desk communications including project, Change Request, and business notifications.
• Application of IT Service Operations strategy utilizing the Service-now application as used by all Infrastructure and Application services teams.
• Managing the IT Service Operations teams of Incident & Problem Management, and the Service Desk.
• Service Operations process owner for Incident, Problem, and Knowledge Management, all Service Desk functions and Request Fulfillment.

• Manager of IT Change Management team responsible for management and support of Change process as affected all IT and Business teams.
• Process owner for Change Management with accountability for all Change activity, approvals, escalation, support SLAs, and team management.
• Requires a comprehensive knowledge of Business and IT functions, Retail and Investment Banking systems, departments, and roles.
• Reporting on the monthly and weekly operational aspects of Change Management success rates, failures, rollbacks, rejections and cancellations.
• Ensuring proper coordination and scheduling of cross functional resourcing for all deployment planning, implementation, and testing activities.
• Liaising with managers of all IT teams across Development, User Acceptance Testing, Pre-production, and Production environments.

Seattle, WA, US

• Served as Change Manager responsible for management and support of CM process affecting all global IT operations for Expedia.
• Responsible for successful administration of internally hosted Change system, including all RFC risk classification, priority, and approvals.
• Host of twice weekly Change Advisory Board (CAB) meetings: addressing all approvals, conflicts, schedules, and windows of CM activity.
• Requires working IT operational knowledge and contacts, as CM activity spans all US offices, Canada, Europe, Asian Pacific regions.
• Requires extensive experience with CM/RM best-practice methodology for secure global IT infrastructure & software environments.
• Requires excellent executive management and senior IT leadership communication skills in dealing with CM/RM escalation scenarios.