Shanna Davis Email and Phone Number

Responsible for $22M+ ACV of Federal-Civilian ServiceNow Customer Success accountsManage a rapidly growing team of Sr. Managers, Platform Architects, Success Architects and Customer Success Managers

Responsible for Global Governance of ITSM processes for IaaS and PaaS environments in order to provide all customers with a consistent, high quality experience with optimal environment stability.• Manage the global Virtustream Business Analytics Program• Manage Virtustream operational KPIs and implement improvements based on data• Work directly with executive suite supporting customer issues and operational reporting• Oversees Global Change Management, Problem Management, Knowledge Management, Root Cause Analysis and Reporting• Define Operational KPIs and implement data driven policy and process improvements• Develop and validate ServiceNow requirements in support of ITSM process implementation• Deliver ITSM Workforce and New Joiner Training• Assists with RFP and security audits• Participate in customer facing meetings related to operational processes, ticketing integration and process integration• Acts as primary liaison between process teams and IaaS, PaaS, Onboarding and Security leadership• Data steward for ITSM data for Tableau• Develop ITSM reporting daily, weekly and monthly for operational teams and executive leadership team

• Developed a data driven CSI program and implemented improvement projects across the organization to improve the IaaS and PaaS support model for all customers including enterprise customers with mission critical applications hosted and managed by Virtustream. • Implemented Service Desk Transformation, ticketing system integration, ServiceNow implementation in support of the 5-company merger.• Managed the ServiceNow Program leveraging agile methodologies responsible for managing demand, prioritizing backlog, managing stakeholder expectations, daily scrum calls, Sprint Show Me sessions, release management, internal and customer communications. • Leveraged ServiceNow for ITSM process automation for IaaS, PaaS, Onboarding and Security teams, automated service level management, automated tracking of the customer onboarding process, enhanced the operational service catalog, developed workflows, deployed customer satisfaction surveys, integrated ServiceNow with other essential tools and built a CMDB. • Initiated the Virtustream Business Analytics Program, deployed Tableau, identified and tracked business KPIs, promoted and implemented improvement efforts to drive KPIs towards organizational goals. • Managed a Global, remote team leveraging various team building activities to maintain a positive working environment.