Thomas Maher Email & Phone Number

Richmond, Virginia, Us

Currently 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.

Ada, 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)

Ada, Michigan, Us

Managed 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.

Ada, Michigan, Us

Implemented 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).

Ada, Michigan, Us

Reviewed 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.

Overland Park, Ks, Us

Managed 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).

Burbank, California, Us

Managed 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.

• 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

• 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

Held four positions while at EDS:Call Center Operations ManagerCall Center SupervisorRecruiterCustomer Assistance Advisor