Kathy M. Email & Phone Number

New York, New York, Us

Responsible for governance and enabling technology managers across the organization to deliver on commitments in support of Citi’s strategy, risk & security compliance, and performance metrics. Accountable to design, implement, measure and manage governance and risk management throughout the infrastructure organization of 30 portfolio managers, 300 project managers, 40 engineering group leaders and 400 engineers that manage and deliver ~3,000 work efforts. Gage commercial and financial performance by identification of trends and makes decisions considering the bottom line. A game changer who practices strong leadership and provides inspirational motivation to improve risk compliance and deliver technology obligations.Accomplishments:Improved third-party product certification process by removing bureaucracy and eliminating redundancies. Refreshed procedures for certification of third-party products to the Production environment. Oversaw tool improvements and adaptions required for the updated process and procedures. Led the development, implementation of and compliance to the training roadmap /program for the updated process and procedures.Improved the risk and compliance rating of engineering work efforts by ~10%.

Dallas, Texas, Us

Lead and manage IT Operations/ Service Management, Vendor Management, Strategy, Governance and the Transformation Project Management Office. Managed a portfolio of ~20 critical corporate projects and $87M budget for the benefit of 220 country and city clubs, 20,500 employees and ~35,000 club members. Presented frequent performance updates to the CEO and to ClubCorp’s owning investment company, Apollo's Board of Directors.Accomplishments:• Implemented and managed the first Vendor Management Office. Evaluated third-party contracts, identified service discrepancies and benchmarked costs to industry benchmark levels. Negotiated new contracts that have reduced costs and improved levels of service received.• Reengineered the PMO framework, methodology and project management and portfolio management processes. Defined and successfully managed the critical path of the project portfolio to ensure all projects complete on schedule and within budget.• Implemented Organizational Change Management to control the timing, coordination of impacts to roles and prepare the organization for significant transformation. Incorporated OCM into the PMO methodology. OCM has positively changed the relationship between the clubs and corporate and corporate culture.• Matured the Service Management (Incident, Critical Incident, Problem, Change, SLM, etc.) processes. Implemented Service Level Management, defined vendor reporting requirements, directed the vendors in documenting all performance measurement processes for ClubCorp approval. The relationships between the vendors, IT and the business greatly improved, as did the levels of service received from third parties.

Arlington, Tx, Us

Implemented the Project Management Office. Manage the IT project portfolio serving 87,000 students, faculty and staff.Managed the IT project portfolio.Estimate, plan and manage budgets. Ensures IT governance processes are developed/followed. Established new business processes and templates for the PPMO to follow/use that ensures State of Texas procurement processes are followed, which have resulted in significant costs savings. This new method is serving as a model for the entire university. Responsible for implementing: o Resource Management o Implementing/migrating ServiceNow for the PPMO o Managing the mitigation of operational problems causing critical outages, as projects.Examples of critical OIT projects I led while establishing the PPMO: Network Security Upgrade, Network Switch Upgrade, Disaster Recovery - Secondary Data Center, OBIA Financial Reporting and Amazon Web Services.

Marshall IT Management provides expert consulting services for Service Level Management, IT Service Management, IT Operations and Vendor Management. Serving corporations of all industries who purchase IT services, are third party providers of IT services, as well as attorneys who negotiate IT outsource agreements.Provides experienced based, thought leadership consulting, facilitation, implementation and management of customized organizational designs in: IT strategy, IT operations, Program/Project Management, Contract Management and Administration, Vendor Management and organizational governance. Outsourcing of SLM responsibilities to our tenured resources to reduce operating budgets while reaping the full value for outsourced services. Marshal your IT! ©• Full lifecycle management of SLM and SLA administration. • Design and implement customized Service Level Management and Service Level Agreement methodologies and processes• Define performance requirements and SLA metrics • Write Service Level Agreements• SLA negotiations and ongoing management & administration of SLAs• Document SLA measurement processes• Define and manage SLA reporting requirements, contents and communication distribution plans• Coordination and facilitation of SLA Review meetings• SLA monthly, quarterly and yearly reporting reviews, analysis and responsive management• Quality checks and audits of reported performance data/results• Management of service credit withholdings and paybacks• Define, implement and manage service level benchmarking process• Define, implement and manage continual service and rapid improvement processes• SLA integrations with RFP and Vendor Selection Processes• Development and management of automated SLA performance measurements and reports• Balanced score carding and reports creation and distribution to customers• Design, implement, measure and manage customized ITIL processes • Develop, implement and manage Strategic IT Sourcing Plan

Irving, Tx, Us

Portfolio/Project/Dev/Ops Management• Identified need, developed methodology and led IT directors in the prioritization and scheduling of projects in IT project portfolio.• Transitioned chronic and acute operational issues, problems and challenges to a business case complete with vision, scope, high-level requirements, deliverables, timelines/effort and financials. • Developed operational, projects, and capital planning budgets.• Ensured all appropriate IT services and business service areas are involved in defining solutions and scoping out effort and cost as needed to request/secure funding for new projects and programs. Project Management• Project Manager for the following enterprise projects: o Telecom – Lync Unified Communications o IT Security – AirWatch o Enterprise platform – Citrix UpgradeOperations Management• Managed day-to-day IT operations, electronic transactions, support and portfolio management of retail information applications for 8,500 stores. Managed staff of 40 resources comprised of on-shore and off-shore resources. Fostered, educated and ensured all ITIL disciplines are successfully practiced and mature. Managed vendor onboarding for store inventory and integration into 7-Eleven retail information systems and processes. Vendor Management and Governance• Oversaw daily management and adherence to established governance processes by multiple, critical IT third parties.• Reviewed and critiqued vendor performances of contracted IT products and services.• Ensured that governance was a daily operational practice, not limited or reduced to a monthly performance report.Performance Management• Implemented and managed IT Operations Performance Management responsible for ongoing management and maturation of all service management (ITIL) processes. Standardized internal and third party performance reports. Developed and produced organizational balanced score cards and dashboards.

Addison, Texas, Us

Responsible for implementing the discipline of project management for medical and business operations. Established a Project Management Office for managing and/or overseeing critical enterprise projects in flight. Designed and implemented the following:• Standard methodology, processes, tools, and documentation• Project Qualification and Prioritization Process• Project Management Governance Processes• Portfolio and Project Management Processes: Monitoring, Reporting, Controlling and ManagingEstablished and implemented program management for the following corporate initiatives: Clinical Excellence Program, Enterprise Quality Improvement and Strategic Growth Objective: Adding 400 new emergency centers across the United States.

Purchase, New York, Us

Continual Service Improvement: Defined organizational performance metrics, established measurement processes, directed the performance data collection and reporting processes and managed the IT Reporting team; analyzed performance data; partnered with PepsiCo leadership to identify and to make appropriate business decisions (i.e. financial and strategic) that improved IT performance results across multiple IT organizations and IT services. • ITIL leader focused in the areas of Service Level Management, Configuration, Change & Release, Problem and Incident Management. Led efforts to reduce the number of incidents and improve levels of service provided to customers. Conducted industry performance benchmarking study and established corporate IT service levels. Responsible to enforce ITIL best practices and governance processes.• Implemented SLM as a project on time and within budget.• Negotiated and managed SLAs with third party vendors for critical outsourced IT services.• Directed the design, construction, testing, implementation and ongoing management of 300+ simulated customer transactions to measure levels of service provided in order to meet service level agreement contractual obligations.• Developed balanced score card for the VP of Infrastructure and worked with cross-functional leadership to manage results and continually improve the levels of service provided to the enterprise.• Critical Incident Manager• Developed and implemented the IT Service Catalog Diversity and Inclusion Accomplishments: President of the Native American Employee Resource Group

Dallas-Fort Worth, Texas, Us

Information Technology Services - Vendor Management Responsible for writing, negotiating and managing all third-party Service Level Agreements. Analyzed SLA reports to determine if vendor performance levels met contractually negotiated parameters. The spend on the largest outsourced agreement for IT services totaled $30 million a month. With ~250 metrics and 10% of the monthly payment at risk, service credit withholdings and earn-backs averaged $1-3 million a month.Program Manager Airport Automation Baggage Tracking ProgramProject Management Office ManagerBusiness and Technology Planning Data Center Migration and OrationsDistributed Systems Services - Technology PlanningBusiness Improvement Executive Quality Management Quality Through Leadership Team Quality Consultant to the PresidentConsumer Relations, Statistical Analyst

Nashville, Tn, Us

Medical Staff CredentialingQuality Assurance Physician AuditsManaged Medical Staff Departmental and Board Meetings

Masters Of Science, Management Science

Ba, Organizational Communications / Speech