As Director of Shared Services, I lead and coach a team of ServiceNow consultants that serve our customers at CDW. Shared Services includes PreSales, Sales Operations, Process Management, Training/Onboarding and Competency Management. Together, we provide relevant and value-driven professional services to our commercial and enterprise ServiceNow customers.We’re looking for innovative, ambitious, enthusiastic, passionate individuals who want to work with us and help customers achieve their goals by delivering technology solutions and services to navigate an increasingly complex IT market._________CDW is a leading multi-brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs almost 10,000 coworkers and has revenues in the billions.

CDW is a leading provider of Service Management consulting and is a ServiceNow® Elite Partner. Our service offerings include: ServiceNow deployments and customization, Advisory Services, Continuous Improvement Programs, ITIL®-certified training and education, and Application Development. Our mission with each customer is to provide the innovative tools and strategic guidance needed to achieve organizational success.My role is to provide leadership and coaching to the amazing team of ServiceNow consultants that serve our customers at CDW.

Aptris is a leading provider of Service Management consulting and is a ServiceNow® Elite Partner. Our service offerings include: ServiceNow deployments and customization, Advisory Services, Continuous Improvement Programs, ITIL®-certified training and education, and Application Development. Our mission with each customer is to provide the innovative tools and strategic guidance needed to achieve organizational success.My role is to provide leadership and coaching to the great team of consultants and developers that serve our customers at Aptris.

Managed a global team across three channels: ServiceNow (Asset, Change, Incident, Knowledge, Problem, Request, Service Catalog, custom applications, and all development), Zendesk (Client Chat/Email, Knowledge, Client facing web support sites and communities, and all development), and Operations (Help Desk, Desktop Support, and Network Operations Center).Led workshops across the North America, Europe, and Asia Pacific regions to create standardized processes using ITIL principles as our foundation. Led the implementation of ServiceNow, a leading cloud-based Service Management solution, globally to over 1,800 employees using a combination of recorded and live training. Coordinated testing with 100+ users before deployment. Successfully processed over 24,000 tickets each month spanning Incident, Problem, Knowledge, and Request Management. Led the implementation of Zendesk, a best-in-class customer service platform, globally to over 400 customer care employees. It included client self-help, chat, email, ticketing, client-facing web support site, and product communities. Integrated it with ServiceNow so we had a unified agent desktop that allowed the agents to seamlessly work in both tools. We achieved a 40% chat deflection rate within our third month.Led the implementation of the Korn Ferry Leadership Architect program within the Global IT organization. It included developing the program, leading the job profiling sessions to establish competencies for each job role, training the Global IT organization, teaching the management team how to interview and hire using competencies, and partnering with HR to tailor our job descriptions and performance reviews to match the competencies for each position.Managed a multi-million dollar budget.

Responsible for documenting and implementing the processes of requesting, determining attainability, planning, implementing, and evaluating changes to the production environment. Manage process governance, build communication and training plans, evaluate process success, and build integration to other key processes including Defect Management, Incident Management, and Problem Management.

Development and implementation of a Change and Release Management solution using HP Service Center for their worldwide offices.

Development and implementation of Change, Release, Configuration, and Asset Management processes and procedures; also provided oversight of Data Center Operations, Security Administration, and Audit and Compliance for IT.

Implementation of an enterprise-wide Change Management process, including development of a proprietary Change Management system that met all SOX requirements and regulations

Implementation of an enterprise-wide Change Management process, including development and implementation of a proprietary Change Management system and later migrating to Peregrine's Service Center product.