KPMG, Albany, NY
March 2015–November 2016
Senior Specialist – IT Process Design, Wireless telecommunication
CIGNA, Bloomfield, CT
March 2009–October 2009
Designed and executed multiple change management programs and transformation initiatives based on industry recognized methodologies; Prosci’s ADKAR model and John P. Kotter’s 8 steps.
Transformed organizations through structured people change management that generated operational cost reduction by improving speed of adoption, increased utilization and optimized user proficiency.
Substantial quality improvements of service delivery due to cultural change in attitude and behavior
Developed and implemented comprehensive IT governance framework for multiple fortune 100 corporations.
Established clear roles with defined responsibilities and accountabilities for Service / Process / Platform Owners and Process Managers to transform the IT organization into a service centric delivery organization.
Generated process efficiencies and service quality by establishing measurements and reporting structures.
Proven track record defining and executing large strategic IT Service Management programs.
Strong technical lead implementing multiple ITSM and process management solution (ServiceNow, HP Service Manager, Tivoli/TSRM, BMC Remedy).
Developed 12-month rolling Strategic Process Roadmaps by executing detailed process assessments to prioritize and optimize people, process, partners, governance and technology investments.
KPMG achievement award
Distinguished Professional in Service Management, priSM 2014
KPMG LLP, Boston, MA
July 2007–November 2008
Manager, IT Advisory
Key member of team with mission to establish a new IT Service Management practice in New England. This included expanding and refining approach, tools, and product offerings and increasing sales revenues.
Senior IT Manager - IT Service Management, Boston, MA
January 2010-December 2012
Lead the development and implementation of a proactive IT Service Management program and continuous improvement for a fortune 50 corporation to ensure that standardized methods and procedures are used.
A results-driven senior IT leader with international experience and demonstrated success helping businesses deliver service improvements, produce cost take out, developing strategic plans, implement technologies, establishing governance and enable cultural change transformation.
Recognized for providing strategic perspectives and leadership skills as an IT Service Management consultant, change champion, motivator, project manager, trainer, and problem solver.
Vast industry experience and demonstrated skills (ITIL Expert, COBIT 5.0, Certified Change Management Professional) working closely with senior management and partners. Effective communicator, negotiator, facilitator and team builder. Fluent in English, German and Swedish.
Thorsten Manthey - ITIL Expert, Governance & Change Champion
Charter board member; established the branch in 2005
Process Manager – Business Solutions & Information Technology
Negotiated and scoped a 5-year outsourcing engagement with IBM to provide IT Service Management and Infrastructure services. Savings of $93M basted on lower rate, single supplier and improved demand management.
CIGNA, Hartford, CT
January 2014–February 2015
Product Manager – Telecom Management & Professional Services, Dallas, TX
Team Leader – Process Management Group, Germany
Process Manager – Customer Services, Germany
Group Manager – Integration, Implementation & Testing Group, Germany
Project Manager – Technical OSS System Specialist, Germany, Sweden, Italy
Senior IT Service Management Consultant
Grow and enhance the IT Service Management practice by successful engagement delivery, providing sales support, develop marketing material and provide thought leadership collateral for IT Service Management offerings.
COVESTIC, Kirkland, WA
October 2009–January 2010
WELLPOINT, Syracuse, NY
January 2010–December 2013
SHELL CANADA LIMITED, Calgary, AB, Canada
ITIL / IT Service Management Specialist – CIO Office
Minimized change resistance by developing and provide web based training encompassing HP Service Manager, Service Desk, Incident Management and Problem Management.
Executive Advisor - IT Service Management
December 2012–December 2013
Drive the development of strategic IT Service Management process roadmaps and establishment of a comprehensive service and process IT governance framework for a fortune 50 corporation to ensure continuous long term process improvement, clear accountabilities and optimized service delivery.
Enhanced pre-sales capabilities by creation of an IT Service Management offering and thought leadership collateral.
Development and implementation of a comprehensive IT Process and IT Service Governance framework through cultural and organizational people change management and clear role definitions.
ITIL v3 Expert
Service Manager Certificate in IT Service Management (ITIL v2 Service Manager)
COBIT 5 Foundation
Professional Scrum Master (PSM I) - scrum.org
Certified Change Management Professional (CCMP) - Prosci
Accredited ITIL Foundation Trainer - Loyalist Certification Services
ITIL “Practitioner Workshop” - How To Implement ITIL: Integrating People & Tools With Processes
Lean SDLC Practitioner – WellPoint internal certification program
Project Management PROPS - Ericsson project management framework certification
Improved process execution and service delivery by establishing the IT Service Management (ITSM) program and ITSM tool evaluation project; secured funding from CIO for the first three years of the program.
IT Process and Service Governance; establishing service centric IT organizations; measurement frameworks
Tata Consultancy Services (TCS), New York, NY
Secured Securities and Exchange Commission approval to operate the Boston Options Exchange (BOX) through the development and execution of an IT Service Management program based on the ITIL processes; Montreal Exchange is the service provider for operating the Boston Options Exchange.
Established a comprehensive IT governance framework for Service Owners, Process Owners and Process Managers. To enable cost take out and improved effectiveness and efficiencies for service delivery within the infrastructure organization by establishing clear roles, accountabilities, measurements and reporting structures.
TCS’s Service Management Consulting Practice is responsible for advising global 1000 clients on Digital Service Management Transformation; Service Integration and Management (SIAM) and Lean Service Operational Excellence.
MONTREAL EXCHANGE, Montreal, QC, Canada
ITSM Training & Organizational Development Consultant
Accountable for developing and implementing a training and change management program for 3,000+ employees on the HP Service Manager tool.
IT Service Manager
A thought leader and ITIL Process Owner developing the ITSM strategy, service and process governance, strategic process roadmaps, process assessments, implementation and continuous improvement for multiple ITIL processes.
IT Process and Service Governance; establishing service centric IT organizations, measurement frameworks
GROUP3G UMTS - QUAM, Munich, Germany
Increased client efficiencies and effectiveness by developing and deliver ITIL-based solutions and services.
MS, Computer Science & Engineering, Chalmers University of Technology, Sweden
BS, Mechanical Engineering, Aso Upper Secondary School, Sweden
Minimized risk and ensured timely regulatory report filing and consistent control evidence by defining the testing strategy and retention guidelines for the Sarbanes-Oxley IT initiative.
Establishing Strategic Process Roadmaps, itSMF Expo 16, Sweden, Stockholm (PPT, Templates)
WHO-HOW-WHAT - An Approach to Effective People Change Management, FUSION 15 (Recording, PPT, Templates)
People Change Management Strategy Workshop, itSMF Ottawa Canada (Presentation, Template)
People Change Management - The key to successful projects, itSMF Norway (Zip file - templates and presentation)
A three legged stool (People, Process & Technology) cannot stand on two legs, FUSION 14 (PowerPoint, Voice Recording)
Establish a Comprehensive Process Governance Framework, FUSION 13 (PDF, Voice Recording)
Establish a Comprehensive Process Governance Framework, ThoughtRock (Video)
Assess or Get Lost (itSMF Canada National Newsletter article - PDF)
Requestable Offering vs. Service Offering (News article)
Communication and Change Management Plan, itSMF USA, The Forum Newsletter (News article)
IT Cost Models and IT Charge back Considerations (PowerPoint)
IT and Business Value Creation (PowerPoint)
Board member of itSMF (IT Service Management Forum) New England LIG (2009 – 2013)
Board member of itSMF (IT Service Management Forum) Southern Alberta Branch (2005 – 2007)
Staff Systems Analyst – IT Security and Controls
Manager, IT Advisory
KPMG’s IT Advisory Services Practice focuses on fundamental business issues - managing risk, increasing revenues, controlling costs - which organizations should address in order to help them flourish.
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