Executive Director - It Service Management
In this role, I was directly responsible for the entire Service Management Organization contributing technical and business expertise with >15K users and supported 700 IT employees♦Led more than 40 direct reports; onshore/offshore managers and directors across change management/problem management, continuous service improvement, asset management, business intelligence and technical teams. ♦Managed team of 15 conducting administration, troubleshooting, updates on ServiceNow platform. Ensured 100% uptime on critical customer platform.♦Drove multiple service delivery programs and systems. ♦Consistently identified areas for improvement in service quality, presented opportunities to enhance and sustain repeatable processes.♦Fostered buy in for change and adoption of new practices and systems leveraging Organizational Change Management (OCM) practices to fully embed changes into business.♦Built framework and managed core services. Analyzed and reported metrics on ticket/problem data to the business using standard principles to maximize accountability. ✶Launched and built Service Management Organization from the ground up, established KPI indicators and metrics for measuring ongoing success. ✶Designed customized ServiceNow platform from inception, partnered with vendor to implement. Transferred entire company (15K users) to new platform from CA Service Desk in eight months. ✶Instrumental in technology realignment for Markit merger; built out organization around new model and onboarded 5K users onto platform. Formalized service management processes to accommodate more users. ✶Introduced comprehensive CMDB (Contact Management Database); device configuration, licensing, networks and systems.✶Spearheaded consolidation and centralization of UK offices in 2006; closed five offices and merged into one main office. ✶Led IT system integration for Janes acquisition. Migrated into data center and into IHS managed location.
