Account Service Change Manager Resume Dallas, TX - Hire IT People

SUMMARY:

Highly skilled change management professional with more than 15 years’ experience in technology implementation and change control.
Dynamic and engaging leader with demonstrated success enhancing operations by collaborating with clients and internal teams to execute process improvements that maximize service quality and minimize risk. Comprehensive proficiency with business applications, network infrastructure, and complex troubleshooting.
Influential communicator, able to establish rapport, build trust, and foster cooperation among executive leadership, stakeholders, cross - functional project teams, and clients.
Motivational manager, experienced hiring and developing teams.
Technically innovative, adept at generating creative techniques and methods to enhance service level performance. Fluent in leading continuous improvement projects, building organizational awareness, and gaining support.

AREAS OF EXPERTISE:

ITSM Incident Management, Change and Release, and Problem and Request Management.
Change Management
Risk Mitigation
Service Level Agreements
Continuous Improvement
Strategic Planning
Root Cause Analysis
Project Management
Process Improvement
Organizational Communication
ITSM Incident Management
Change & Release
Problem & Request Management

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

Account Service Change Manager

Responsibilities:

Analyzed and reconfigured Change and Release policies to slash incidents 24%.
Instituted enhancements that increased SLA success by five points, to 99.1%.
Established Post Implementation Review process, reduced change control incidents and unsuccessful changes by 36%.
Boosted efficiency and productivity 50% by reconfiguring Change Advisory Board reports to optimize decision making at status meetings.
Escalated conversion of Standard Production low-impact change tickets 33%.
Consistently met or exceeded Confidential up to 4%.
Established swivel chair process between service tools to alleviate Request and Change ticket backlog until automation could be enabled.
Developed Change and Release Management training programs for customers and staff.

Confidential, Austin, TX

Service Manager / IT Change Management Lead

Responsibilities:

Drove more than 8% improvement to SLA delivery within one year, achieved 96.5%.
Established company-wide Change Advisory Board to mitigate risk; lowering downtime 7%.
Led project to create Release Management Program for global manufacturing facilities, upgraded service integrity 12%.
Recognized and bridged communication gap between IT service department and business stakeholders, enhanced efficiency, and saved tens of thousands of dollars.
Influenced senior management to initiate project and implemented innovations to network services configuration management that increased high availability by 3%.
Reliably met or exceeded annual Confidential by up to 8%.
Facilitated program to train hundreds of global users on new departmental change policies.