John M. Email & Phone Number

Rochester, Ny, Us

East Aurora, New York, United States

Rochester, New York Area

Directing the implementation of the ServiceNow platform and managing the transition to ITIL best practices in the URMC organization. Ensuring high quality and highly automated service design. Developing the internal Service Catalog. Monitoring and assessing the efficacy of all processes and procedures. Establishing and maintaining service levels. Transforming from a technology focused to a service oriented culture. Communicating and training all new concepts, processes and procedures to all levels of the organization.

Victor, New York

Directed and led the implementation of IT Service Management and specific related projects on a global basis for CooperVision.Also Global Service Desk Manager, Global Communications manager, IT tool training coordinator, vendor management, service improvement manager, change manager, critical incident lead and problem manager.Implemented ServiceNow and RightAnswers knowledge base globally, improving customer satisfaction and saving $150,000 in annual operation expenditure.Introduced global major incident management and post incident review processes. Reduced the frequency of major incidents in the organization from ~25 per month to ~4 per month and decreased their average duration by ~50%.Introduced a robust change management process across the IT organization replacing several other independent processes. Reduced the occurrence of change related outages by 65%.Addressed the month-end backlog of support tickets and reduced it by more than 50%.Supported over 8000 users utilizing 200+ user systems in 40 countries while consistently improving customer satisfaction.Effectively managed multiple teams across multiple countries and continents.

West Lafayette, In

Change, Release, Incident, Problem and Configuration Management processes.Implemented Numara Footprints service management suite across multiple departments replacing multiple other applications, saving the organization over $200,000 annually. Implemented, administered and owned the RightAnswers knowledge management tool across 4 campusesManaged the Service Catalog tool and contentService Management maturity bench-marking and Continual Service Improvement plan.Post incident review process

Uxbridge, Uk

Managed the IT Field Services organization for the UK; UK Service Desk manager and EMEA continual service improvement manager, customer service and liaison, project management, relationship and supplier management.Chaired several European and Global teams for specific service management initiatives including: - Global Incident Management service improvement,- Global SAP supply chain project team lead for EuropePromoted 4 times over an 8 year period in Field IT.Effectively managed a combined Capital and Operational budget of over $8,000,000

Master Of Science - M.Sc.

Bachelor Of Science - B.Sc.