Bill Littler Email & Phone Number

Greater Pittsburgh Region

The Service Manager oversees end-to-end Service Design and Delivery, including managing selected providers. The role aims to ensure smooth, transparent service operations and continuous improvement.KEY RESPONSIBILITIES• Ensure end-to-end service design and delivery across IT services• Stay current on IT market trends and incorporate innovations into service roadmaps• Manage service performance, cost, quality, and provider performance• Implement and improve ITSM processes, guidelines, standards, and directives• Contribute to the Global Process Excellence Community, focusing on IT Knowledge Management• Define and enable Workplace support approach - tools, methods, service levels, providers• Contribute to global Workplace functional design while adhering to policies and security• Facilitate governance boards, operations meetings, and change boards• Drive incident and problem resolution across services• Improve service design to reduce handovers and inefficiencies• Manage projects and changes within area of responsibility• Streamline services for efficiency and quality improvement• Ensure compliance with policies - security, licensing, data privacy, records retention• Develop opportunities to improve service providers and remediate issues• Manage service provider relationships to improve customer satisfaction

Greater Pittsburgh Region

The Service Manager ensures end-to-end Service Design and Delivery, managing selected providers for smooth operations and continuous improvement.KEY RESPONSIBILITIES- End-to-end service design/delivery - Incorporate IT trends/innovations into service roadmap- Manage service performance, cost, quality - Implement ITSM processes, drive improvements- Contribute to Process Excellence Community, focus on Knowledge Management- Define Workplace support approach - tools, methods, service levels - Contribute to Workplace maintenance, upgrades, security patching- Collaborate on global hardware standards - Enable regional hardware replacement - Coordinate secure, sustainable equipment disposal- Contribute to Workplace functional design adhering to policies/securityACTIVITIES- Discuss new demands with Service Consultant across Covestro- Facilitate governance boards, operations meetings, change boards- Drive incident/problem resolution across services - Improve service design with Solution Architects- Manage projects/changes in area of responsibility- Streamline services, increase efficiency/quality- Contribute to Global IT Infrastructure budget- Ensure compliance - security, licenses, privacy, records- Develop global Service Provider improvements - Remediate issues to improve customer satisfaction

Greater Pittsburgh Area

• Responsible for authoring contract documents including statements of work and service level exhibits.• Evaluates and monitors contracts to ensure vendors comply with contractual terms and conditions.• Understands policies and procedures associated with contracts that are required for Desktop/Service Desk activities.• Plays a role of an advocate of the Desktop vendor to the internal management of Covestro.• Maintain and review documentation that helps evaluate products and vendor performances.• Arrange meetings with staff and vendors to discuss issues affecting possible measures.• Provide clear direction on processes and systems to the vendors to provide them the tools needed to fulfill the contract expectations.• Ensures problem resolutions are achieved without compromising the relationship with vendors and company customers.

Greater Pittsburgh Area

• Design, develop and deliver proposals to fulfill the customer's needs.• Establish and develop technical marketing objectives and goals in the desktop area.• Ensure compliance with technical marketing practices• Establish and maintain long-term relationships with suppliers, customers and company staff• Provide technical advice and guidance to desktop vendors to assist with delivering customer's desktop needs.• Increase the company's awareness and recognition by providing high quality technical products and services and promoting excellent customer service.• Collaborate with Global IT counterparts to deliver functional capabilities to the site.• Partner with global IT project teams to ensure the effective deployment of new capabilities, as well as be a liaison with IT Shared Services to keep the capabilities in optimum condition.• Develop tactical plans for the successful deployment of capabilities at the Site and is responsible for the execution of projects to deliver the capabilities. • Work with Solutions Delivery Teams to conduct the organizational change management for delivered IT solutions.• A strategic business partner that participates in business and strategy planning with a focus on delivering cost effective competitive advantages and ensuring IT solutions are aligned with both local and global company objectives.• Partner with the teams at the Site to provide oversight to the day-to-day management of the IT functions at the site, including systems administration and support with a focus on strengthening quality service delivery and meeting service level agreements.• Enforce technology standardization for hardware, software and desktop platforms.

Greater Pittsburgh Area

• Provide professional and timely support for Bayer Corporation's top level Executives for a wide range of IT equipment, software and conference room systems.• Provide excellent customer service over the phone, remotely and in person• Participate in any special projects that are related to Executive support.• Assist with managing and developing technology knowledge base for Executive use.• Assist in the annual Board meetings and other key meetings as appropriate.• Assist with IT Asset Management life-cycle.• Train Executives on current and future IT applications and devices.• Troubleshoot Executive equipment issues with wireless devices.• Utilize incident management system to receive, track and close support requests• Provide mobile device support to the Executive team and board members.• Provide Executive assistance and training on mobile products.• Monitor and communicate cellular network outages to the Executives.

Pittsburgh

• Full time contractor at Bayer Corporation.• Provide training to the many project administrators who handle minor requests at the project level; must keep all systems up to date with the latest upgrades, system patches and features to provide full value to the organization. • Maintain an appropriate test environment for testing project and system changes. • Prepare and execute test plans to verify the accuracy of project and system wide system changes utilizing the test and production environments. • Meet with various business units, I.T. departments, and vendors to determine how to configure systems to meet the business objectives of the respective areas. • Provide quality customer service, technical support, and timely resolution to customer issues and problems by following departmental standards for service.• Provide advanced technical solutions for enterprise software packaging, integration, standardization while utilizing a high degree of advanced technical expertise.• Evaluate new system releases and recommend technology used to add value to company’s business units.

Greater Pittsburgh Area

• Full time contractor at Bayer Corporation.• Provide day-to-day supervisory role for other team members.• Provide the single point of contact role for the customer.• Lead weekly/monthly/quarterly status meetings with client and team.• Project planning for large deployments.• Coordinate spare parts logistics with administrative staff.• Support end user questions regarding their desktop environment.• Adhere to client-established methods and procedures for responding to support requests.• Respond to and resolve incidents within established Service Level Agreements (SLA).• Provide input to the Team Lead on the effectiveness of client desktop support system methods and procedures as part of the continuous service improvement initiative.• Troubleshooting, software installs/fixes, and document resolutions for desktop-initiated requests.• Work on "special projects" as assigned by the client or Desktop Team Lead.• Identify workstation software improvements and enhancements.• Train users to utilize the workstation software efficiently.• Help maintain and update desktop software operational methods and procedures.• Use of remote control tools to resolve issues for customers located outside of the corporate campus.• Build, configure, and deploy new equipment/upgrade existing equipment for deployment at end user customer location.• Perform basic troubleshooting of printers, copiers, fax machines, and all-in-one units• Support software installation, remediation and removal.• Adhere to asset tracking, ticketing and other processes/procedures defined by the client.

Greater Pittsburgh Area

• Data manipulation and review using internal programming• Creating and updating support files for database builds• Production of reports specifying results from database

Bachelor Of Science (Bs), Bachelor Of Science In Management, Currently 3.86

Returned to my studies as a part-time student to achieve a Bachelor of Science in Management to advance my career.

Associates, Computer Management, Honors 3.6

Activities and Societies: President of the ICM Chapter AITPGraduated with Honors

Liberal Arts And Sciences/Liberal Studies

I was faced with an uncertainty on what I wanted to do. I continued studying in Liberal Arts and it was at CCBC where I decided to start.

Liberal Arts And Sciences/Liberal Studies

Activities and Societies: Baseball