Michael Mclean Email & Phone Number

Highly adaptable IT Leader. Known for ensuring the IT Service Management organization and other delivery functions are driving a company’s service values throughout each service interaction and being an ambassador for delivering great service. Reshaping and building top tier teams and processes. Possessing a reputation for working closely with various, business partners and Executive Team leaders, serving as the key point of contact for their strategic and tactical needs. Provides accountability for maintaining the overall vision for IT Service Management including standards, principles and functions that will be leveraged across IT.CORE COMPETENCIES:Leadership • IT Service Management (ITSM) • Strategic Planning • Incident Control • Incident Management • Major Incident Control • Change Management • Problem Management • Process Improvement • Excellent Verbal & Written Communication Skills • Complex Problem Solving • Six Sigma • Lean • Agile Methodologies • Project Management • Project Management • Data Analysis • Release Management • Account Management Budgeting • P&L Management • Continuous Improvement • Customer Relationship Management • Reporting and Analytics • Vendor Management NOTABLE HIGHLIGHTS:• Possessing 15+ years of IT and business/industry work and a demonstrated bias for customer-centric / customer-focused thinking; actively serves as a steward for customers’ needs when designing and implementing technology solutions.• Manages both service-focused and technical support resources who troubleshoot, install, and manage the client operating environment across multiple hardware devices and software applications.• Strong leadership, project, and team building skills; leads teams and drives projects and initiatives by working effectively with others with a demonstrated ability to work cross-departmentally.• Proven ability to extract, analyze, and document complex business and technical requirements/strategies from business units, customers, and IT team members.• Develops and evolves departmental strategic and tactical plans for IT Service management.• Grows and enhances a service-first and customer-centric culture across Service Management and IT.• Ensures that services are provided in a timely, accurate, effective, and cost-efficient manner to provide outstanding service to user groups.• Effectively manages relationships with information systems vendors, service providers, consultants, and others to build long-term, successful, and cost-effective partnerships.• A decade of experience working with ServiceNow

Listed skills include Vendor Management, Change Management, Process Improvement, Project Management, and 13 others.

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  Aquinas College

  Earned Honor Roll Every Semester