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Itil Services Manager Resume

SUMMARY

  • Executive leader with a proven track record of driving for results
  • Recognized for bringing ITIL framework and process governance to multiple organizations
  • Strong background in translating business needs and initiatives into IT practices
  • Proven ability to provide technical expertise and guidance during critical situations
  • Expert in business c ontinuity, c risis management, and disaster recovery
  • Ability to take strategic vision and translate into daily operations
  • Provides assurance to Executive Leadership that risk management, internal controls, and governance processes support corporate goals
  • Managed many aspects of IT O perations including network support, process governance, and ITIL Service Management.
  • Expert in change control, business continuity planning, service desk, HIPAA, ISO, and HiTrust security standards
  • Experienced with SAP extended services & SAP system strategic design, ar chitecture, and planning
  • Proven Leader with 20+ years of Business & Information Technology experience

PROFESSIONAL EXPERIENCE

ITIL Services Manager

Confidential

Responsibilities:

  • Responsible for process operations and delivery of ITIL Service Management for all managed services customers including Service Design, Service Transition, and Service Operation
  • Program Manager for highly visible IT Security initiative to become HiTrust Certified
  • Designed Incident, Release, and Problem Management processes for entire company
  • Created and implemented a robust Change Management program, including SLA's/OLA's, reporting, escalation, and metrics
  • Increased the amount of changes submitted for review and approval into Jira by 65%
  • Built Asset Management Process in Jira that includes not only all company IT assets but also all certificate expirations from 3rd parties

Service Management Design - Director

Confidential

Responsibilities:

  • Responsible for operations and delivery of ITIL Service Management for new and existing managed services customers including Service Design, Service Transition, Service Operation, and Continual Service Improvement
  • Led a team of four individuals and provided coaching and career growth opportunities for these associates
  • Interim manager for NOC team of 10 associates for six months until another manager was brought on board
  • Negotiated contract refunds from telco carriers for loss of service
  • Managed software distribution, patching services, and software automation services for 1,000 domestic corporate and field desktops/laptops.
  • Led the BC/DR Risk Management practice that provided services in the areas of risk assessment, risk mitigation, and process governance
  • Partnered with team of eight Technical Account Managers and six Customer Support Managers to perform Quarterly Business Reviews with customers

Director

Confidential

Responsibilities:

  • Designed and implemented end to end Change Management process to ensure teams certify their pre-change testing, implementation plan steps, and post change testing for production rollouts
  • Responsible for operations and delivery of ITIL Service Management for new and existing Managed Services customers including Service Design, Service Transition, Service Operation, and Continual Service Improvement
  • Implemented modules of Service Now, Change Management, Incident Management, Release s, Asset Management, Service Level Management and Problem Management
  • Established line of business supported change implementation windows to minimize risk and impact. As a result, there was a 60% reduction in outages caused by change
  • Provided ownership and managed the incident management life-cycle including Incident Detection & Recording, Classification & Initial Support, Investigation & Diagnosis, Resolution & Recovery, Incident Closure, Monitor, Notification, and Escalation
  • Increased process and singular tool adoption by 80%
  • Assisted in two company technology level audits and worked to prepare Confidential for HIPPA and ISO certifications
  • Implemented ServiceNow tool to Dev and UAT environments. Created all processes and outputs of that deployment
  • Expertise in Budgeting, Forecasting, Spend Management (Metrics, Billing) Dispute Management, Supplier Governance (service delivery management, change management, Service Level Agreements, Key Performance Indicators and service improvement programs)

ITIL Service Management Operations - VP

Confidential - Charlotte, NC

Responsibilities:

  • Review all funded technology projects within Global Commercial Banking and make process improvement recommendations that are tracked over the lifecycle of the project
  • Process Governance - Driving Global Governance of OTC program focusing on business needs, escalations & p rocess re-engineering work streams covering end to end standardization of process & tools
  • SDLC Governance - Established checklist driven SDLC governance process showcasing value towards linear iterative & agile methodologies and creating a direct distinction from the PMLC
  • Implemented a program to determine root cause and permanent resolution of incidents and share results with Senior Executives within Global Commercial Banking
  • Provided ownership, and managed the Incident Management life-cycle including: Incident Detection and Recording, Classification and Initial Support, Investigation and Diagnosis, Resolution and Recovery, Incident Closure, Monitor, Notification, and Escalation
  • Partnered exclusively with Global Commercial Bank and Business Bank for the specific purpose of providing the Wealth Management needs of corporate executives, business principals, and key decision makers
  • Supported client groups, with an average of 500 associates, such as commercial banking, wealth management, leasing, global securitization trust services, risk, audit, and compliance
  • Analyzing root cause of outages including Voice, Data, Network and Application issues including arranging Problem Management Analysis sessions for root cause determination. Manage and facilitate the root cause & corrective actions system through tracking and validation of issues and support in root cause analysis through facilitating brainstorming, use of fishbone diagrams, 5 Why's
  • Developed analytical tools, metrics and KPIs to monitor and track key operational and financial drivers
  • Business Transformation/strategic planning: Led successful enterprise-wide business transformation projects (assessment, redesign, implementation planning, execution, change management, culture assessment, performance measure development, leadership development in change
  • Responsible for managing regulatory change and performing compliance risk analysis and reviews of complex lines of business or enterprise-wide
  • Responsible for a team consisting of 29 Associates and 11 offshore contractors for Change Management
  • Process and approve approximately 8,000 changes on average per month to devices within Confidential 's production Network, Mainframe and Midrange infrastructure environments
  • Recognized as lead for all merger and acquisition efforts related to Change Management and ensuring that any acquisitions were following the existing BAC change process.
  • Responsible for coordinating and communicating substantial change events to Senior Leadership and Line of Business Partners
  • Making budget recommendations, adhering to budgets set for the year, justifying staffing models, etc.
  • Performed change control governance to oversee, manage and support internal IT change control procedures for regulated systems
  • Created a bridge multi-silo to enterprise solution by developing, testing, implementing and training change managers to report authorized local change advisory board (CAB) changes in centrally located informational operations systems
  • Project Manager on several Voice/PBX Projects for Call Center Environment
  • Engaged in projects for Software deployments to Call Center Desktops
  • Developed and Implemented the current Change Management Process that is in use at BAC today
  • Created an Emergency Change program which integrated with our Incident and Problem Management teams. This program included creation of data driven metrics and reporting for Senior Executives
  • Developed and implemented an Active Change Management Program for complex change events. This consisted of active participation in deployment, go/no go decisioning, and oversight into all roll back efforts

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