Dean Manning Email & Phone Number

Woburn, Massachusetts, United States

Managing team of Business Process Consultants at GlideFast Consulting, the leading ServiceNow partner in the industry. We deliver the best ServiceNow advisory services available. Implementing and refining client ServiceNow modules to help gain efficiencies and cost savings to bring their operations to the next level.

Woburn, Ma

Helping clients realize the most value from their investment in the ServiceNow platform. From initial module implementations to redesigning a business process, we can help you avoid common pitfalls and get you up and running quickly.

Andover, Ma

Manage the GBS Portal which allows employees to meet their IT, HR, and Procurement needs quickly and effectively utilizing ServiceNow and other tools.-Significantly reduced support costs: 45% reduction in IT tickets, with an increase in customer satisfaction (2.9 to 4.3 out of 5), shift left productivity gains yielding over $1.3M in cost avoidance annually. Cost Per Contact down 30% in 2018.- Developed global cross functional employee portal in 60 calendar days under budget in 2016. Launched site for IT, HR, and Procurement with fully developed knowledge management system and mature enhancement governance process. Platform built on ServiceNow, and engaged in continuous service improvement program.- Rolled out SerivceNow Performance Analytics for advanced reporting of ticket data, presented at ServiceNow's global conference Knowledge17 on our rollout successes and lessons learned.- Introduced Smith & Nephew's knowledge management approach yeilding a 43% increase in knowledge usage, and a 35% ticket deflection in 2018 resulting in fewer Service Desk staff required.- Introduced ServiceNow mobile app with direct interface to the GBS Portal saving technicians time in the field and giving sales professionals and manager tools while on the go.- Redesigned the GBS Portal in 2017 introducing chat, service catalog organizational structure, and preparing site for the introduction of personas to segment the employee population.- Invited to be part of two panels at ServiceNow's global conference Knowledge18, one on the success of our portal, the other on managing upgrades in a highly regulated industry.- Created and run platform governance, a multi-tiered series of meetings to assign priorities and balance competing requirements from all groups on ServiceNow.

Developed and implemented strategies to effectively and efficiently procure global IT products and services.- Led company migration to cloud based software and infrastructure as a service programs. Evaluated vendors, service offerings, and security infrastructure to standardize entry to these technologies.- Implemented Software Asset Management program, led team to identify and remediate licensing exposure through the implementation of a comprehensive global toolset, and process improvements. Successfully negotiated settlements to three software audits in 2014 (from prior to process improvements), saving over $3M.- Negotiated wireless contracts for US and UK operations saving $1.5M per year off previous spend. Initiative recognized by CEO in Q3 2014 as one of the four most impactful efforts to bottom line success of the firm.- Negotiated and implemented global audio/web conferencing platform. New features increased productivity and usage by 50% while achieving annual cost savings over previous solution.- Created IT outace cost calculation methodology, allowing tracking and comparison of the financial impact of IT outages in the company. This metric has become a main performance measurement for the IT organization and has resulted in a reduction of the financial impact of productivity loss of ove r60%.- Negotiated Microsoft Enterprise Agreement and renewal saving over $1M/year in licensing costs.- Created storage as a service agreement, cutting storage costs by 50% on 300TB of storage.- Successfully managed IT budget of $19M, coming in under budget every year of my Smith & Nephew tenure.- Negotiated and helped implement Telecom Expense Management solution to reduce wireless operational costs by $300K and better manage the mobile environment.

Manage $400M IT budget including monthly presentations to CIO. Manage IT benchmarking activities.- Reduced IT funding cycle time by 70% with increased accuracy by creating a captive offshore team to centralize requisitioning and budget tracking.- Fundamentally improved availability and accuracy of global IT budget forecasting.- Managed IT bench marking program to provide senior management reporting metrics and allocations.- Managed global team of thirteen employees in four US locations and Bangalore, India.

Refining/implmenting new electronic purchasing system/methodology for how Fidelity Investments buys IT equipment/services/maintenance.

Part of small team implementing new Avaya voicemail system throughout international environment. Specifically responsible for overall vendor management, system architecture, test plans and operational documentation.

Designing, testing, and implementing next generation of communications for employees and customers. Combining internal and external networks, unified messaging, and web technologies.

Handled all wireless needs of 32,000 employees, including pagers, cell phones, and Blackberry devices. Negotiated carrier contracts, developed information systems, order systems, over 150 active web pages, newsletters, end user training, and support for over 15,000 devices.

Master Of Business Administration - Mba, Entrepreneurship/Entrepreneurial Studies

Master'S Degree, Mechanical Engineering

Bachelors Degree, Mechanical Engineering