Description
PROFESSIONAL SUMMARY A Senior Business Consultant of 17 years' experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. Dedicated ITIL and Global Service Desk, Service Delivery Manager, thrives in dynamic, challenging and fast-paced professional environments. Assertive, passionate, and skilled in the development of service delivery & quality standards and has performed audits against standards. QUALIFICATION HIGHLIGHTS Subject Matter Expertise and Consulting Services Development and Delivery Developed and delivered management value added consulting and strategic technology infrastructure solutions for distributed and large scale heterogeneous environments: IT Service Management (ITSM) ITIL Service Design, Service Transition, Service Operation, SLO, SLA and metrics Service Delivery and Service Support areas of Service Level, Incident, Problem, Change, Release, Configuration Management and Service Desk. Organizational Change Maturity and Transformation Spearheaded Continuous Service Improvement (CSI) initiative for various Client environments resulting in improved Process adherence and SNOW tool functionality boosting the overall Client Satisfaction metrics. Implemented and established Governance process for IT Service Providers. Proactively governed the delivery of IT Services through VMO, to ensure goals established for sourcing contracts were achieved. Accomplishments 1. ITIL and IT Services Management (Incident/Change/Problem/Knowledge/Release Management) - (17 Years experience) Performed several ITIL and ITSM process integrations that included architecture, design, planning and implementation included developing Business Cases, (Return on Investments), Governance and Cost Benefit Analysis and best practice methodologies for ITSM holistically in the areas of people, process, technology and information across the organization and integration for those ITIL process areas. I have been instrumental in deploying ITIL Standards within the Change Management area across multi-vendor environment at Client sites. Developed the Change management processes, strategies, and conducted stakeholder and impact assessments as well as devised appropriate plans. Chaired and conducted weekly CAB sessions. Worked with project design consultants to understand and plan for Changes. Formed and maintain productive working relationships with Project Managers, support groups and technical consultants. Adhere to project plans and time frames for all change management milestones. Support project teams in integrating change management and training activities into their project plans. Acted as an ITSM business practice leader for a major vendor financial organization and worldwide business practice leader for another. These positions included developing selling, closing, and delivering value add services. Also co-shared world wide ITIL/ITSM knowledge community leadership. Worked with technologies such as Remedy, Service NOW, HPSD, HPSM to help enable value added solutions. 2. Account Relation and Service Delivery Management & Resource Management (Infrastructure, Service Desk and Cross Functional Services) (12 years experience) Served primarily as a liaison between a global automobile organization and Supplier and developed a strong and trusting robust working relationship with Client personnel, Business stakeholders and Multiple Vendors. Established governance in the process, generated receptiveness to a long term, profitable and mutually beneficial relationship. Well-versed in analyzing and mitigating risks and finding cost-effective solutions exceled at boosting performance and productivity by establishing realistic goals and enforcing deadlines for our Infrastructure and Application support teams. 3. Transition and Transformation (15 years experience) Managed design, implementation and development of Service Desk and ITIL/ITSM operational processes to create and maintain a robust framework for delivering day to day business requirements per contractual agreements. Performed an analysis of business requirements, drivers and I/T resource consumption across multiple platforms Ensured adherence to SOW, SLA, Quality and timelines as well underline budgetary compliance.Tasked to ensure the operating procedures and processes met the Customer's quality standards and support performance improvement. 4. Organization Change Management (9 years experience) Led all aspects of the communication and change management functions, including communication strategy development, change management and related communications initiatives, whether delivered by internal or external resources. Provided OCM support for the IT Transformation program. Partnered with IT Leadership, Executive Project sponsors, Stakeholder and Business Partners to structure and integrate OCM plans & deliverables ensuring that IT employees and business stakeholders are able to make the transition to the new operating model and governance processes. Collaborates with Enterprise Communications to ensure connectivity to overarching communications strategy. Created and executed a structured change management methodology and ensured intended results were achieved including risk analysis, organizational alignment, stakeholder management, organizational design, cultural assessments, education, training and measurement to ensure the ongoing success of the global IT transformation and drive desired cultural attributes. Facilitated workshops with stakeholders and sponsors to identify key pain points, prioritize actions, draft solutions, and attain buy-in for key actions Accomplishments 1. ITIL and IT Services Management (Incident/Change/Problem/Knowledge/Release Management) - (17 Years experience) Performed several ITIL and ITSM process integrations that included architecture, design, planning and implementation included developing Business Cases, (Return on Investments), Governance and Cost Benefit Analysis and best practice methodologies for ITSM holistically in the areas of people, process, technology and information across the organization and integration for those ITIL process areas. I have been instrumental in deploying ITIL Standards within the Change Management area across multi-vendor environment at Client sites. Developed the Change management processes, strategies, and conducted stakeholder and impact assessments as well as devised appropriate plans. Chaired and conducted weekly CAB sessions. Worked with project design consultants to understand and plan for Changes. Formed and maintain productive working relationships with Project Managers, support groups and technical consultants. Adhere to project plans and time frames for all change management milestones. Support project teams in integrating change management and training activities into their project plans. Acted as an ITSM business practice leader for a major vendor financial organization and worldwide business practice leader for another. These positions included developing selling, closing, and delivering value add services. Also co-shared world wide ITIL/ITSM knowledge community leadership. Worked with technologies such as Remedy, Service NOW, HPSD, HPSM to help enable value added solutions. 2. Account Relation and Service Delivery Management & Resource Management (Infrastructure, Service Desk and Cross Functional Services) (12 years experience) Served primarily as a liaison between a global automobile organization and Supplier and developed a strong and trusting robust working relationship with Client personnel, Business stakeholders and Multiple Vendors. Established governance in the process, generated receptiveness to a long term, profitable and mutually beneficial relationship. Well-versed in analyzing and mitigating risks and finding cost-effective solutions exceled at boosting performance and productivity by establishing realistic goals and enforcing deadlines for our Infrastructure and Application support teams. 3. Transition and Transformation (15 years experience) Managed design, implementation and development of Service Desk and ITIL/ITSM operational processes to create and maintain a robust framework for delivering day to day business requirements per contractual agreements. Performed an analysis of business requirements, drivers and I/T resource consumption across multiple platforms Ensured adherence to SOW, SLA, Quality and timelines as well underline budgetary compliance.Tasked to ensure the operating procedures and processes met the Customer's quality standards and support performance improvement. 4. Organization Change Management (9 years experience) Led all aspects of the communication and change management functions, including communication strategy development, change management and related communications initiatives, whether delivered by internal or external resources. Provided OCM support for the IT Transformation program. Partnered with IT Leadership, Executive Project sponsors, Stakeholder and Business Partners to structure and integrate OCM plans & deliverables ensuring that IT employees and business stakeholders are able to make the transition to the new operating model and governance processes. Collaborates with Enterprise Communications to ensure connectivity to overarching communications strategy. Created and executed a structured change management methodology and ensured intended results were achieved including risk analysis, organizational alignment, stakeholder management, organizational design, cultural assessments, education, training and measurement to ensure the ongoing success of the global IT transformation and drive desired cultural attributes. Facilitated workshops with stakeholders and sponsors to identify key pain points, prioritize actions, draft solutions, and attain buy-in for key actions
Accomplishments
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