Enthusiastic and caring IT leader with experience working with a diverse group of people. Focused on solving IT and business problems with technical solutions and creating a learning environment for staff and customers. Strong communication skills and diverse background with IT Service Management tools and processes. Developed and implemented IT strategy and processes globally for IT and Business functions (Service Desk, IT Service Management, Change Management, Operations, Finance, Demand Management, and Self Service Portals).
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Technology Manager (Servicenow Platform Owner)Carmax Sep 2021 - PresentRichmond, Virginia, UsCurrently managing an agile team of ServiceNow professionals supporting IT Service Management processes and tools. I am the ServiceNow product owner for CarMax and responsible for the platform across the enterprise. My team supports, develops, and implements new capabilities utilizing the ServiceNow platform. We collaborate across all departments and vendors throughout the enterprise and implement process improvement initiatives related to the platform and ITSM. -
Manager – Enterprise Service Management (Itsm)Amway Apr 2007 - Aug 2021Ada, Michigan, Us• Manage a global Agile team of ITSM Professionals supporting IT Service Management processes and tools• ServiceNow product owner for Amway• Led the global implementation of ServiceNow managing 30 team members• Evaluate, design, execute, measure, and monitor ITSM global processes• Drive ITSM process improvement and standardization across the enterprise• Implemented ServiceNow for Global IT non-IT teams (Finance, HR, Legal, Information Security) -
Production Operations Manager - It Service Management And Application SupportAmway Apr 2014 - Apr 2017Ada, Michigan, UsManaged a level two application support team. Supporting all of the Internal Business Solutions globally for Amway. developed and implemented a mirrored staff in Malaysia with a dotted line to me. The teams supported over 300 applications.
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Global Process Owner - It Change And Release ManagementAmway Jan 2010 - Mar 2014Ada, Michigan, UsImplemented global Change Management process and tool (Remedy). Responsible for training global IT staff on Change Management process and tool. Managed all aspects of the change process and tool (documentation, configuration, and access).
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It Change ManagerAmway Apr 2007 - Dec 2009Ada, Michigan, UsReviewed and approved all application production change requests and led the Change Advisory Board (CAB). Responsible for tracking and resolving issues and conflicts with the Change Management Process. Developed and Implemented change control policies & procedures.
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Service Desk ManagerYrc Freight Apr 2002 - Mar 2007Overland Park, Ks, UsManaged of a technical service desk, network operating center, and facilities with 14 direct reports. Developed and implemented service level agreements and customer service policies and procedures. Led the project for consolidating five help desks into one corporate service desk and implemented a new enterprise wide ITSM Suite (Frontrange Solutions - HEAT). -
It Project ManagerInformation Technology Partners Feb 2001 - Jun 2002Burbank, California, UsManaged the implementation of Ceridian HR and Payroll systems. Managed the implementation of a Scanning and Viewing application for medical records. Collaborated with executive team, consultants, systems engineers, and vendors in planning, designing and specifying systems requirements, establishing project cost and completion date targets. -
Information Technology Services ManagerMclaren Healthcare Corp Mar 1999 - Feb 2001• Managed three Customer Service Managers and a Helpdesk Supervisor• Migrated three helpdesks into one centralized helpdesk• Responsible for 12 Desktop Support Technicians and 11 Helpdesk Agents• Managed, directly or indirectly, all aspects of human resources functions
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Contact Center Operations ManagerJackson National Life Insurance Company Nov 1997 - Mar 1999• Responsible for maintaining and exceeding service levels• Managed 13 Telephone Service Representatives in a 100 person call center• Developed a Life Insurance Quality Team and a Senior Research Team• Developed Standard Operating Procedures and performed Quality Assurance monitoring
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Contact Center Operations ManagerElectronic Data Systems (Eds) Corporation Jan 1989 - Nov 1997Held four positions while at EDS:Call Center Operations ManagerCall Center SupervisorRecruiterCustomer Assistance Advisor
Thomas Maher Education Details
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Michigan State UniversityCommunication
Frequently Asked Questions about Thomas Maher
What company does Thomas Maher work for?
Thomas Maher works for Carmax
What is Thomas Maher's role at the current company?
Thomas Maher's current role is ServiceNow Platform Manager.
What schools did Thomas Maher attend?
Thomas Maher attended Michigan State University.
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