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As a senior-level Director specializing in the ServiceNow Platform, I bring over 20 years of experience in IT service management and project management, adept at leading global teams to achieve exceptional results through strategic vision and innovative solutions. My focus lies in leveraging the ServiceNow Platform and advanced AI technologies to drive digital transformation across all business operations. I have consistently enhanced project margins, sales pipelines, and team performance metrics by crafting comprehensive product investment strategies. Notable achievements include implementing a scalable cloud infrastructure that boosted project margins by 67% and automated workflows, reducing manual tasks by 30%.With hands-on experience in leading software development and IT services organizations, I have built high-performing teams that harness AI to improve service delivery. Colleagues often express their appreciation for my collaborative approach, which fosters a positive and engaging work environment. As the architect for the managed services team at DXC, I aligned global teams with company objectives and served as a technical mentor, resulting in an 85% reduction in defect rates and significantly enhanced customer experiences. My unique strength is aligning IT strategies with business goals, leading to improved digital experiences and year-over-year revenue growth of 20%. If you're seeking a proven leader to accelerate your organization’s digital transformation on the ServiceNow platform, let’s connect to drive success together.
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Specialist DirectorKpmg UsBentonville, Ar, Us
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DirectorKpmg Us Oct 2023 - PresentNew York, Ny, UsDeveloped and executed a comprehensive product investment strategy and roadmap, increasing the sales pipeline by 150% and improving project margins by 15%.Facilitated continuous improvement workshops and performance management strategies, empowering team members to contribute to the change management process, which led to a measurable increase in employee satisfaction and a 25% improvement in team performance metrics.Leveraged Service Level Management to monitor and enhance IT service performance to build a high-performing service management and engineering team that utilized advanced AI technologies, leading to a 10% improvement in efficiency and throughput.
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Lead SpecialistKpmg Us Jan 2021 - Oct 2023New York, Ny, UsLed cross-functional teams in designing and implementing a scalable cloud infrastructure, increasing project margin by 67%.Directed a digital transformation initiative that automated key workflows, resulting in a 30% reduction in manual tasks and accelerating product delivery by 25%.Developed a customer success strategy focused on proactive support, improving customer retention by 12% and boosting Net Promoter Score (NPS) by 20 points.
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Director Of Technical ArchitectureNuvolo Jan 2020 - Jan 2021Wellesley , Massachusetts, UsThe Director of Technical Architecture is responsible for defining the architectural vision, data strategy and supporting roadmap while ensuring the business data is seamlessly managed and secured within the enterprise.Directed companywide associate training and established a highly successful Customer Success and Quality Assurance (QA) practice, reducing defect rates by 85% leading to a more positive customer experience.Leveraged enterprise technology to streamline operations, enhance collaboration, and drive digital transformation across all departments to meet business needs.Directed IT engineering and DevOps for a large-scale organization, managing telephony, collaboration tools, and IT equipment. Improved incident management processes, reducing downtime and enhancing service delivery and meet business goals and ensure regulatory standards. -
Director Of Implementation ServicesNuvolo Aug 2017 - Jan 2020Wellesley , Massachusetts, UsDirect oversight of product management and engineering teams, driving a 20% year-over-year revenue growth through innovative product development and strategic business transformations.Initiated organizational structure and agile methodology delivery changes, reducing project implementation time by 20% and enhancing overall team efficiency and increased customer interaction.Established and maintained robust operational plans and cadences, consistently achieving key performance metrics and fostering high levels of employee satisfaction and positive customer feedback during periods of change.
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Director Of Global Resource And OperationsDxc Technology Jul 2015 - Aug 2017Ashburn, Virginia, UsBuilt a global delivery organization responsible for 40% of revenue, ensuring smooth operations across seven countries. Led the development and organizational change management of IT strategies, ensuring alignment with business objectives that drastically improved digital experiences and customer satisfaction across all company services.Managed a global team of 150 ITIL professionals overseeing network operations, hardware, software, and service desk functions, while implementing scalable technology solutions to handle growing workloads. -
Technical Team LeadFruition Partners, A Dxc Technology Company (Europe) Feb 2014 - Jul 2015Developed and led the Managed Services team, aligning team capabilities with company objectives to ensure optimal project support and service delivery.Streamlined resource allocation and staff utilization, collaborating with project managers and team leaders to enhance operational efficiency and maximize team productivity.Mentored and supported team members through technical coaching, regular performance reviews, and competency assessments, fostering a culture of continuous improvement and professional growth.
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Senior Technical ConsultantFruition Partners, A Dxc Technology Company (Europe) May 2013 - Feb 2014Led process optimization initiatives, improving project workflows and enhancing overall efficiency while adhering to Perficient methodologies and best practices.Designed, coded, and rigorously tested solutions, delivering high-quality client deliverables, including detailed design documentation, well-documented code, and comprehensive unit test plans.Ensured client confidence through technical expertise and professionalism, addressing unique business requirements and offering solutions that align with both client needs and company standards.
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Sap Bobj DevelopeKimberly-Clark May 2012 - May 2013Irving, Tx, UsLed a global support team that successfully streamlined a failing production environment by implementing standard operations, ensuring ongoing stability and efficiency.Designed and deployed a Learning Management System in collaboration with Thailand-based teammates, saving each trainer approximately 300 hours annually and generating average cost savings of $22,500.Collaborated with international teams to create a self-service tool for data extraction and transformation, reducing wait times from 24 hours to zero and eliminating one hour of weekly work for the team. -
Applications AnalystKimberly-Clark Sep 2010 - May 2013Irving, Tx, Usled the company's efforts in evaluating service management tools, and upon selecting ServiceNow, I spearheaded its successful implementation, ensuring alignment with business needs and driving operational improvements.Led ServiceNow development and administration efforts, streamlining workflows and automating business processes to enhance operational efficiency.Provided final-level support, performing in-depth root cause analysis, security patching, and disaster recovery planning to ensure system stability and resilience.
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Sas Analyst/ProgrammerOne Communications Sep 2008 - Sep 2010Burlington, Ma, UsOptimized and resolved a critical system process, saving approximately 1.5 hours per day across multiple teams and ensuring the continuous uptime of business-critical systems like SAP.Developed and implemented an innovative, first-of-its-kind fraud detection program using SAS Analytics, generating annual savings of $100,000 for the company.Automated and updated nine internal programs, resulting in the elimination of three full-time employee (FTE) positions while maintaining operational efficiency. -
Applications ArchitectShopko May 2006 - Sep 2008Identified and corrected point-of-sale tax discrepancies, resulting in cost savings of over $300,000 for the company.Led remediation team to address and resolve a critical cybersecurity vulnerability identified in our point-of-sale system, ensuring compliance and safeguarding sensitive data.Identified incorrectly pushed code and collaborated with a team in a 48-hour lab effort to ensure there were no store outages during Black Friday, safeguarding business continuity during a critical sales period.
Michael Hale Skills
Michael Hale Education Details
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Coe CollegeComputer Programming -
Coe CollegeBusiness/Corporate Communications
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Coe CollegeMathematics
Frequently Asked Questions about Michael Hale
What company does Michael Hale work for?
Michael Hale works for Kpmg Us
What is Michael Hale's role at the current company?
Michael Hale's current role is Specialist Director.
What is Michael Hale's email address?
Michael Hale's email address is mi****@****olo.com
What is Michael Hale's direct phone number?
Michael Hale's direct phone number is +131244*****
What schools did Michael Hale attend?
Michael Hale attended Coe College, Coe College, Coe College.
What are some of Michael Hale's interests?
Michael Hale has interest in Children, Civil Rights And Social Action, Environment, Education, Poverty Alleviation, Science And Technology, Human Rights, Health.
What skills is Michael Hale known for?
Michael Hale has skills like Itil, Javascript, Project Management, Sdlc, Troubleshooting, Process Improvement, Integration, Business Objects, Sql, Technical Support, Testing, Agile Methodologies.
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