Matt Murphy, Dm, Mba/Tm Email & Phone Number

Mckinney, Tx, Us

Purchase, New York, Us

Globally directed and manage the cross-functional transformation of the Enterprise Service Management program which renovated how business and information technology services are published and delivered on the ServiceNow platform. This resulted in foundational improvements to how services are managed and delivered by our product managers, process managers and Service Owners across the PepsiCo enterprise resulting in improved delivery and customer value.Accomplishments:• Lead the Global implementation of enterprise portfolio management (ESM) practice and associated technologies for IT and Global Business Services resulting in the harmonization of the services portal, services & service offerings, and IT Service Management practices on ServiceNow platform within the CSDM v4 framework. This resulted in over 1400 Services and 7800 Service Offerings transformed for incident, problem, change, request catalog, service catalog, configuration, knowledge, continual Improvement, and release management processes. The ESM program was delivered using the Agile methodology.• Lead the program change enablement for cross-functional communication at all leadership and functional levels of the IT organization. This included the facilitation of training for the Enterprise Service Management Program resulting in over 2,500 IT professionals, IT service owners and managed service providers on the new Service Portfolio Management practice, service portal and enhanced associated ServiceNow technologies such as CSDM, Service Builder and Digital Portfolio Management.• Lead the merging and harmonization of the services portal for the business and Information Technology Services portal into a simple Global services portal on ServiceNow. This will help to foster the creation of value and “Making Services Simple” for our customers.

Purchase, New York, Us

Oversee and manage the Risk & Controls teams, capacity management, and continual service improvement practices for the IT Service Management organization. Drove the continuous service improvement practice and training across the Global IT organization on the use of Lean Six Sigma methodologies while growing future LSS leaders.Accomplishments:• Lead, support and implement the global IT risk management team, governance process, procedures, and reporting for IT Operations with ServiceNow GRC/IRM. The risk management process was created from conception, design and implementation resulting in better risk management governance, accountability, mitigation, and reporting. GRC/IRM delivered within the Agile methodology practice.• Lead and managed the IT SOX and Controls team for IT Operations to ensure process and control owners' compliance with the corporate standards, practices, reporting and ongoing testing. • Lead and managed the capacity management process as the Global product manager and global process owner (GPO). The capacity management process was utilized by the infrastructure operations organization.• Lead the continual service improvement and Lean Six Sigma (LSS) practices for IT Operations and IT Service Management to drive process improvements and productivity. Supplied mentorship and training for LSS Kaizen Leaders as a Black Belt coach. Over one hundred PepsiCo professionals achieved training and certifications as PepsiCo Kaizen leaders, Yellow or Green Belts.• Develop, train, coach and consult with team members on statistical techniques and reporting of KPIs, OLAs and SLAs. These KPI’s were tracked and reported through ServiceNow, Business Objects or Tableau dashboards.

Purchase, New York, Us

Oversee and manage cross-functional support of special projects for IT operations & technology management to achieve the organizational goals, including risk management, operational management, change management, service transition, service reviews, team performance, OLA and SLA metrics reporting as chief of staff.Accomplishments: • Managed and implemented the technology management risk management governance process, procedures and reporting for infrastructure, network, and end-user services. Risk management process was introduced to the organization from conception, design and implementation resulting in better risk governance, accountability, mitigation, and reporting.• Managed and implemented change management functional review process across the technology management organization. The functional review process was developed and implemented resulting in improved service availability, better communication and vetting of changes between technology management and Chief Technology Organization (CTO) delivery organization.• Managed and implemented IT Operations daily service review (DSR) process which was a daily focused review of major incidents (24-48 hours); future standard and emergency changes; and weekly focused topics such as problem management and event management. This process helped to support the significant reduction in major incidents and improvement of resolution performance.• Managed and implemented the capacity management process as the Global Product/Process Owner (GPO). The capacity management process was utilized by the Global IT infrastructure and network services organization. • Directed the Lean Six Sigma practice of developing future Kaizen Leaders within and outside of the organization. Facilitated Kaizen workshops with Kaizen leaders to deliver process improvement while proving the value realized from the improvements in a quantifiable and value-driven manner.

Purchase, New York, Us

Directed managers and operational and architecture/engineering personnel in North America and Globally for event management, software/patching distribution, IT Service Management Platform, Call Center Voice systems, Global Citrix, VMware, Windows Servers and Asset & Configuration Mgmt. Lead the organization's engineering, delivery and IT support with sound business processes and procedures in an efficient, effective and measurable way resulting in seamless 24x7 operations, engineering and customer implementations.Accomplishments:• Led continual service improvement to deliver business improvements in a measurable (KPIs and SLAs) and sustainable way. Develop and coach individuals on the KPI and SLA development and reporting. • Partnered with clients on program management, budgetary matters and implementations in concurrence with management. Understands the dynamics between recognizing client and business needs to deliver sound business solutions. Possesses an adaptive management style that responds to the changing business environment and demands.• Managed vendors for outsourced services infrastructure services and systems management technology. Directly involved with the RFP and RFI program for outsourcing the IT services to down-selected managed services providers. • Managed all aspects of organization, project or business function including first and second-level managers from multiple disciplines and cultures. Real-world experience managing employees located at numerous locations around the globe.• Oversaw budgets for People, Hardware, Software and Travel & Expenses. Manages and drives productivities initiatives as part of the Organizational goals.• Managed vendors, delivery and support of complex technology for PepsiCo such as BMC Control-M, CA Autosys, VMware Virtualization, Dell vOPS, Citrix XenApp, Microsoft Windows Servers, HP Service Manager, xMatters , Genesys, HP Asset Manager, HP CMDB, HP Peregrine, HP Open View and Tivoli Event Management.

Globally managed the support and delivery of the CSC Global Service Model and associated technologies for outsourced customers around the world including managing regional managers and engineers in the United States, Europe, India, Asia and Australia for global engineering implementations and IT support.The CSC Global Service Model Standard Toolsets included incident management, change management, event management, configuration management, software distribution management, Service Desk, Knowledge management and asset Management.

Bachelor Of Science - Bs, Computer Science

Doctor Of Management, Organizational Leadership

Master Of Business Administration - Mba, Technology Management