Kent Stein Email & Phone Number

New York, New York, Us

Bethesda, Md, Us

Global ServiceNow Platform Owner - Strategic direction, operations, and support

Dublin 2, Ie

ServiceNow Product Line Management - HR Service Delivery & Customer Service ManagementHelping organizations enhance the employee experience.

Stamford, Ct, Us

Vision, strategy/planning, implementation, and oversight of the Global IT Service Management and Support functions within Starwood’s Corporate IT organization. ServiceNow: Executive sponsor and product owner of Starwood’s Global ServiceNow platform supporting over 1400 hotels and 180,000 users, one of ServiceNow’s major accounts. Responsible for strategy, development, and continuous improvement. Accountable for ServiceNow Administration & Development team workload and performance. Drive initiatives with the business and other IT teams to leverage the power of ServiceNow. IT Service Management:Own and lead the standards, policies, design, operation, and continuous improvement of ITIL service management processes: • Incident management• Problem management• Change management• Request management• Configuration management• Knowledge management• Service Level managementGlobal Support Operations:Provide strategic and tactical leadership of three Global Service Desks and overall support functions for Starwood's associates, operating in an in-house/outsourced model. Development, roll-out, and industrialization of standard support procedures, tools, reporting, and metrics to drive increase in support quality and decrease in associated costs. Ownership of support model and business relationship for critical revenue management and sales and catering applications. Global Teams:• IT Service Desk (24/7)• Revenue Management Service Desk (24/7)• Sales and Catering Application Service Desk (24/7)• IT Service Management process team• Configuration & Asset Management teamService Provider Management:• Manage service provider performance and activities for the Global ServiceNow platform, Global Service Desk, and IT Service Management processes.• Ensure service provider operational efficiency and service levels are met.

Roseland, New Jersey, Us

Accountable for the end to end quality of Services in alignment with ADP’s business strategy, goals and objectives. Govern current and strategic enterprise architecture initiatives to support strategic business plans.Member of the Infrastructure & Operations Service Management Oversight Committee, tasked with defining and driving forward Service Management methodologies across the organization.Work with department heads to develop and drive strategy and vision based on emerging technologies and client requirementsDrive and evolve the product and service road mapFinancial management - budgeting Capacity & demand planningService Metrics, Measurement and Reporting Service Portfolio & Catalog ManagementService Process ManagementSLA Management - establish and monitor SLA's between service and the customerManage end-to-end technology infrastructure services relative to delivery, quality, and costEstablish product direction, policies, and guidelines related to products and servicesSupport continuous infrastructure improvement effortsTranslate and communicate infrastructure and client business prioritiesReview sourcing and supply strategies, including overall management of external vendors and internal service providers against contractual commitmentsRepresent the firm to outside vendors for the administration of contractual services

New York, Ny, Us

Head of US Service Desk Level 1 and Support levels 2 & 3 supporting 25,000 professionals.Director of Network, Voice, Messaging, and QA operations teams. Oversight of $30 million infrastructure budget.Incident and Problem ManagementApplication SupportCentralized Service CenterNetwork ServicesVoice ServicesMessaging ServicesEnterprise Management and Monitoring

New York, Ny, Us

Responsible for Enterprise Management and Monitoring.Integrated, deployed, and maintained core suite of monitoring tools.Drove continuous improvement initiatives to enhance overall quality of the service.Led large scale projects for infrastructure equipment refreshes.Drove and evolved the service roadmap

New York, Ny, Us

Managed all facets of the Network and Systems / Enterprise monitoring team.Developed criteria and vendor selection process to determine the appropriate product set. Worked with service owners to develop methodology and processes to deploy monitoring across all network and systems devices in the firm.Integrated BMC Software agents and console with Remedy to produce automated tickets based on alerting criteria