Michael Maley Email & Phone Number

- I partnered with a core group of experienced senior leaders to assemble experienced senior professionals to form a firm that delivers consulting services to the IT marketplace.- In a collaborative effort with the senior leaders, we generated and validated ideas, developed a business plan, built a team, agreed on a legal structure, secured funding and finances, defined products and services, developed branding and marketing, built a customer base, implemented legal protections, and collaborated with a support network. This experience showcases my ability to work effectively in a team and my commitment to the startup's success.

Fort Mill, Sc, Us

Developed and refined organizational change management (OCM) methodology, delivery model, and deliverables based on PROSCI frameworks to prepare, manage, and reinforce change.Created deliverables and methods to prepare organizations for change by baselining organizational change profile, defining change strategy, sponsors, and reframing change from the consumer perspective.Developed approach to manage people side of change including organizational change plan, communications, sponsor guidelines, and coaching and training of key stakeholders based on change profile.Established and implemented adoption metrics to manage adoption, identify issues, and mitigate resistance points.Drove the development of strategy, plans, tactics, communications, and measurement for adoption by each audience of enhanced IT services, technology, analytics and ITSM solutions (ServiceNow) by collaborating with customer leadership teams.Partnered with stakeholders on process optimization and ITSM/ITIL roadmap creation to ensure their full ownership of the improved delivery, reduced costs, and achieving the desired ROI.Maximized adoption by securing stakeholder alignment on objectives, validated requirements, coordinated vendor solutions, and mitigated risks.Partnered with customers in driving adoption of streamlined ITSM processes within ServiceNow across IT.

Fort Mill, Sc, Us

Promoted to senior Organizational Change Management role leading adoption strategies for a top Managed Solutions Provider and key partner to leading technology companies. Trusted to pioneer innovative techniques to enhance internal and external adoption of services and solutions. Built, led, and mentored a team of organizational change staff, as well as managed relationships with over 20 customer and peer groups. Highlighted Projects & Contributions:Developed and refined adoption management methodology, delivery model, and deliverables based on PROSCI frameworks to maximize uptake of new services and solutions.Built, trained, and mentored high-performing organizational change and adoption management team.Led creation of stakeholder communications and infographics to increase awareness of new product releases.Directed production and launch of “what is” and "how to" product videos with marketing team.Created training programs, curriculum, and materials for new product releases.Led strategy, tactics, tools, and plan development incorporated into change package and playbook for enterprise-wide implementation of automated deep analytics for end-user conversations.Successfully rolled out new adoption model across multiple releases and numerous customers through account teams and product management.Pioneered implementation of adoption measurement technology and analytics visualization to inform strategy from inception through operations.

Fort Mill, Sc, Us

Promoted to a senior technical role leading data science for this top Managed Solutions Provider. Entrusted with driving cutting-edge methods for improving customer experience while simultaneously reducing delivery costs and providing easy-to-use insight. Assembled, managed, and mentored a 16-team of engineering and analytics staff and managed relationships with over 20 customer and peer teams.• Owned, defined, and lead the vision, strategy, and roadmap for new strategic Data Science AI/ML/Data ETL product offering for deep analytics. Owned, defined, managed, and implemented and operated Data Science initiatives.• Automated deep analysis for customer conversations, developing a dynamic experience scoring model with 20+ criteria and creating AI/ML models to provide actionable in near real-time—while automatically driving superior levels of data quality.• Led the development of all Data Pipeline/ETL solutions from the ground up, creating needed cloud infrastructure, producing initial proof-of-concept, and directing the development of machine learning models to organize and categorize the data.• Directed, defined, designed, and managed the development of data visualization solutions in PowerBI to present data trends, insights, and recommendations in an easy-to-understand format.• Collaborated with Finance and Vendor Management teams to identify, evaluate, and select ideal firms to assist with solution development.• Directed the requirements, design, implementation, management, and DevOps activities for the data pipeline (Twilio and ServiceNow), ML, and AI infrastructure using expresso.ai with Python models.• Completed release of the new AI for experience management successfully within 18 months, consuming only 20% of traditional FTE costs for similar projects—and driving results that include reducing operational costs by 50%, boosting deep analysis capacity by 400%

Fort Mill, Sc, Us

Devised the best strategy for achieving business goals and maximize ROI by performing a comprehensive analysis of current management and delivery operations/technology. Develop and implement strategic plans by collaborating with product management teams and vendors as well as operate in enterprise environments. Identify and minimize potential discrepancies by delivering key analytics (CSFs, KPIs, performance, and capacity metrics) to stakeholders. Lead organizational change efforts and obtain ownership of a new approach by collaborating with stakeholders. Key Achievements: ~Improved service, technology, analytics, solutions, services, and project/program, as well as achieving organizational change by working with technology leadership teams. ~Enhanced delivery and reduced cost by devising tactical services/technology roadmap/implementation plan and improved existing processes/technologies. ~Secured agreement on objectives, define/validate requirements, created solutions, coordinated vendor development, and mitigated security risks by working with subject matter experts and key stakeholders. ~Streamlined ITSM processes as well as increased capability by leading service directors and process owners with a focus on the incident, request, change, problem, service, and technology operations activities. ~Uncovered areas of improvement, and achieve cost savings by updating service offerings, devising solutions, integrating 3rd party software (on-premise and SaaS) solutions within client environments.

Leader of a fellowship of Christ-following men, I guide a community committed to developing profound personal relationships with men and the Lord. Our mission is to see the world through Heaven's perspective, doing all things out of love and as a light to the world.We sharpen and shape one another in the image of Jesus, vulnerably supporting each other through life's daily challenges. We explore spiritual realities, pursue a deeper understanding of biblical teachings, and accept our identity as adopted sons of the Father.With authenticity, transparency, passion, and hunger, we relentlessly seek to go deeper into God's incredible plans for each of us as we take the path of discipleship.

Devised the best strategy for achieving goals by performing an in-depth analysis of current technology management and delivery operations. Enhanced existing processes, technologies, and people within IT Operations by creating services/technology roadmap, implementation plan, and architecture for the organization. Key Achievements: ~Increased global IT Service Management ServiceNow ITSM solution within IT organization to reduce cycle times by working with the worldwide healthcare equipment manufacturer and services (Varian) IT leaders. ~Automated global project management ServiceNow PPM solution within IT organization to slash cycle times by 20% and improve transparency throughout workflow by working with a global healthcare equipment manufacturer. ~Improved service management by delivering and implementing program and project management solutions, while collaborating with technology leadership teams.

Management Consultant, Business Optimization, Technology Optimization, Service Delivery Optimization, SaaS, PaaSManagement Consultant: Partnered with client executive and management team to support the development of business strategy, business planning, and capability. Includes - business plans, organization improvement, process optimization, technology optimization, and increased transparency of products and solutions through documenting current technologies. Launched business governance process and the establishment of a Project Management Office (PMO). Technolgy Consultant: Lead the in source of business operations technology, led the reverse engineering of product, and managed implementation in Amazon's Web Services. Lead the team to plan, design, select, implement, migrate, and operate to SaaS infrastructure for the client core business critical products and services. Build out the technology, negotiated agreements, and implemented the essential monitoring, administration, and configuration solutions to effectively manage the technology.Service Management Consultant: Partnered with client technology leadership team and stakeholders to implement ITSM focusing on incident, request, change, service, security, and technology operations activities. Established and implemented security policy, engagement management, and product operations. Implemented training program for governance, product operations, service delivery, and ITSM.

Us

• Developed the requirements and architecture for unified IT Service Management workflow automation software as a service (SaaS) solution.• Led the SaaS product development of workflow automation solutions for incident management, request management, change management, configuration management, service level management, and service offering management (service catalog).• Implemented a scalable SaaS technology solution within the Tier3 hosting infrastructure.• Created a simplified business intelligence framework for IT service management.• Lead the design and development of a product for real time ITSM business activity monitoring and business intelligence.• Designed a simplified framework for service catalogs.• Developed a standard electronic service catalog for business and internal technology (IT) organizations.• Implemented training programs for basic knowledge to implementation approaches for: service offerings, service commitments, incident, request, problem, change, configuration, and project task.

Sunnyvale, Ca, Us

Worked with all levels of management within the organization to streamline and improve service delivery, customer satisfaction, and service quality. Worked with key stakeholders to develop a structure of measures, and to implement a service-oriented scorecard. Took the lead in internal communications and marketing efforts to increase awareness and knowledge, and recognize successes on a regular basis.Led the collaborative design and negotiation a full set of global IT service offerings and commitments that communicated the value of IT. Directed the assignment of Service Managers and provided one on one mentoring to successfully achieve tangible business results within four months. Achievements:• Drove the transformation of this global IT organization to a service and process management oriented culture that cut critical incidents by 90% • Mentored over 12 senior level managers in successfully transitioning the culture toward proactive service management and process management• Certified PROSCI Organizational Change Management Expert

Kirkland, Washington, Us

Directed the delivery of IT services while personally providing high level management over all consulting engagements. Selected and assembled all project teams and guided the design of IT solutions strategically aligned with the needs of the customer. Ensured the attainment of all company objectives for market share growth, sales quotas, and profit targets.• Orchestrated the execution and completion of more than 20 successful client engagements promoting IT Service Management optimization including service catalog, service commitments, incident, request, problem, change, release, and configuration management activities.• Achieved a 30% reduction in cost for the fifth largest bank in the US in only six months through service redesign and process optimization. • Guided the efforts of 20 teams that streamlined service level, incident, change, problem, capacity, design, and build processes for implementation and management of enterprise wide infrastructure.

Played a key role in the company’s business development and consulting service delivery that balanced the needs of the customer with the financial, sales, and marketing objective of the organization. Managed engagements both remotely and at the client site while ensuring the design and implementation of IT solutions that met the complex challenges of the customer. Worked in partnership with the senior management of global wireless development organization to improve product quality.• Reduced errors by 90% while managing a third generation wireless testing unified messaging engagement for a major telecom application provider.

Partnered with the practice owner to revolutionize service offerings and delivery while driving continuous improvement in customer service, team leadership, and client relationship management as well as revenue growth and profitability. Worked in close collaboration with the senior management of global networking and wireless communications firms to improve the scope and service of IT infrastructure. Selected, trained, and managed up to 50 professionals deployed to provide IT consulting services at several client sites.• Worked in close collaboration with the CIO to cut IT costs 50% and increased reliability from less than 80% to more than 90% by transforming the infrastructure of a national wireless firm.• Delivered more than $4M in revenue and achieved a 30% profit over three years by transforming service offerings, improving service delivery, building solid teams, and implementing a complex sales approach consistently focused on the true needs of the customer.

Seattle, Wa, Us

Collaborated with owner to develop new business, grow revenue, and enhance profitability. Drove all service delivery by personally managing client engagements, designing strategic customer focused solutions to complex challenges, and implementing those solutions through a closely managed delivery team focused on delivering high value services. Partnered with the management of companies in Wireless Communications and utilities to design and implement enterprise management infrastructure, disaster recovery infrastructure, and a point of sale solution.• Increased IT service availability to a west coast based utility from 99% to 99.99% by partnering with the company’s CIO and guiding a delivery team in the implementation of integrated enterprise management solutions that transformed the company’s IT infrastructure.• Partnered with Sales Executive to develop and deliver on over $1.5M revenue achieving 30% profit over two years managing engagements.

Drove all service delivery by personally managing client engagements, designing strategic customer-focused solutions to complex challenges, and implementing those solutions through a closely managed team focused on delivering high value results. Partnered with the management of companies across numerous industries to design and implement enterprise management infrastructures. Provided project budgeting, program and project management, solution architecture / implementation, and service delivery.

Arlington, Va, Us

Led the development, implementation, and operations of a program wide collaboration solution that reduced airplane defects to zero on the 777 Design and Development program.Consulted on technology planning, architecture, and design on numerous aerospace, and commercial technology programs.