Michael Mackey Email & Phone Number

Philadelphia, PA, US

Greater Philadelphia Area

• Leads the operations and support of IT service management for Deloitte Technology. Accountable for strategic planning and delivery of service management, controls and performance across a global organization providing.
• Designed and delivered a new service management organization as part of an IT operating unit integration. Successfully combined 10 process strategies for eight member firms into one, leading to a combined approach for.
• Reduced major incidents by roughly 34% YOY while directing the delivery of a comprehensive operational excellence initiative across five major service lines. Reduced the number of unapproved technology changes across.
• Drove operational data accuracy in infrastructure from ~50% to over 90% in one fiscal year leveraging a scalable data quality process, automation, and data governance. Led this multi-disciplinary effort to drive.

Princeton, New Jersey

• Drives a holistic view of IT performance for the technology enterprise by the combination of process management and analytics. Ensures consistency in process and associated measurements for internal and external.
• Implemented, facilitated, and monitored five key technology service management processes in collaboration with outsourced service providers, creating data driven operational improvements.
• Realigned the IT performance management team to incorporate process and capabilities, focusing on 60 key metrics (down from 600) across the technology organization and reducing data noise.
• Drove closure of seven key service-level issues with a major outsourcing partner, resulting in performance improvements for technology delivery.

Exton, Pennsylvania

• Coordinates daily service management activities and executes strategic technological solutions for empowering service delivery. Leads service assurance, service design and transition, and service architecture domains..
• Tactically steering the integration of legacy service management functions during a corporate merger, uniting processes and tools across a 21,000 user and 400+ application and services portfolio.
• Championing the establishment of a department wide Continued Process Improvement (CSI) methodolgy.
• Drove the successful service transition for a multi-year, cross-functional SIAM and ITSM program, encompassing lifecycle support for 7800 end users over 350 applications linked by one toolset and process set.

Chesterbrook, PA

• Lead the design and implementation of new customer-centric global IT services. Developed service strategies that transition technology and services into production support for end users and stakeholders. Directed.
• Launched a service design/ service transition practice and corollary processes encompassing a portfolio of 30+ initiatives spanning multiple geographies and technology disciplines.
• Spearheaded and directed the multi-year transition of a 6700-seat messaging service, designing services and monitoring in conjunction with global service partner yielding a reduction in messaging related incidents by.
• Partnered with vendors to develop efficiencies related to image management, deployment, and release management, and lifecycle governance. Strategically designed and transitioned services in multiple work streams within.

Philadelphia, Pennsylvania

• Managed operational teams charged with service delivery, generating operational excellence, process improvement and superior client satisfaction. Developed and lead service improvement projects tied to key customer.
• Lead the delivery component of relocating a client’s local datacenter to remote Infocrossing hosting facility, ensuring uptime targets exceeded expectations during transition.
• Increased SLA attainment by 7-9% quarter-over-quarter through process improvement, and culture fortification earning incentive points on contracts, and a consistent rating of ‘excellent’ from client satisfaction surveys.
• Created enhanced process efficiencies by joining forces with client and third party vendors to develop progressive multi-vector workflows.

Mba, Management

Ma, Political Science And International Relations

Ba, Political Science

Activities and Societies: Pi Sigma Alpha Honor Society Golden Key Honor Society Henry Rutgers Scholar