Responsibilities Work Experience

Clients

Author Service Management Body of Knowledge

ITIL® Expert and Authorized Expert Instructor

Certified Service Management Professional (CSMP™)

Certified Lean Service Professional (CLSP™)

Founder Service Management University™

Co-Founder itSMF USA®, Lifetime Achievement Award 2005 Member Business Process Outside-In Advisory Board

35 years IT experience, EDS (Ross Perot) Alumni

Ian M. Clayton

§ C-Level Strategist for Customer Centered

Service Management

§ Author: Universal Service Management

Body of Knowledge (USMBOK™)

publications, inducted into the

International Best Practice Library

alongside ITIL®, PMBOK®

§ Project Lead: Service Management Office,

Service Strategy Design

§ Product Manager – SOLVE: Operations,

Sterling Software

§ Senior Project Manager, Data Center Build

and Transformation, EDS

§ Senior Consultant Federal Projects

§ IT Director, Banking

§ IT Chief Operator (Operations and

Continuity), Banking

§ IT Capacity Manager, Telecoms

Ian has 35+ years IT experience and has held senior management positions in operations management, service support, customer relationship, product management and systems architecture across banking, healthcare and service focused industries. He is author of the Universal Service Management Body of Knowledge (USMBOK™), a recognized pioneer and thought leader in the service management industry, and specializes in establishing customer centric strategies and organizational culture, focused on the service experience, successful outcomes, and levels of customer satisfaction. Senior Executive Consultant

IT Director, C-Level Strategist

Seeking Full-Time Employment

• Independent Consultant: Rescue and reimagine infrastructure centric IT Service Management initiatives within Fortune 500 companies, applying outside-in and lean thinking to design and establish customer centric service management strategies providing ‘IT-as-a-Service’ in multi-supplier, cloud ecosystem

• SVP Operations, Senior Executive Consultant: Design IT organizational transformation of practices and workforce culture, to service provider based operations with inbuilt customer centricity, agility, and continuous improvement

• Project Lead: Design build service management strategy, establish service management office, plan detailed service strategy roadmaps for US’s largest supplier of natural gas, design supporting service portal and communications

• Lead Consultant: Re-design of service portal experience and and service provision strategy using outside-in thinking for US’s largest producer of health products, spanning worldwide operations and more than 125,000 users

• Lead Consultant: Design of customer centric service management strategy and service provision ‘storefront’ operational architecture for CIO Office of US’s largest defense contractor, incorporating Lean and Six Sigma principles

• Senior Instructor: Designed and led learning programs to onboard senior consultants into IT Service Management professional services for EDS (pre Perot Systems), HP, PWC, IBM, BMC Software, CA, Ernst & Young, Microsoft, Perot Systems, SAP Americas, KPMG CIO Advisory, Booz Allen Hamilton. Led official pilot and first ITIL® Expert certification class in North America, for initial wave of instructors and senior consultants with 100% pass rate

• IT Director and Project Lead: Greenfield build and operational standup of Latin American and Caribbean banking data center. IT Director and Manager of Operations, Project Lead ‘Operations Control and Automation’ lens, greenfield build and operational stand up major UK banking centers

• Senior Consultant: Design of Advanced Systems Management ‘mega center’ operations bridge architecture and service support practices for US Defense Logistics Agency, award recipient in recognition for project excellence

• Chief Operator and Continuity Manager for major UK bank, trained by Scotland Yard’s anti-terrorist branch in facility defense, conducted over 100 contingency and disaster recovery tests.

How to Contact Me:

Ian M. Clayton, acuvol@r.postjobfree.com

+1-858-***-**** (M)

Location: Sarasota Florida

§ Devon Energy, Sempra Energy, Caterpillar,

American Express, GM, Johnson &

Johnson, Bank of America

§ Spectrum Health, Cerner, Children's

Healthcare of Atlanta, UC Davis Health,

Holy Cross Health Systems, Abbvie, Air

Products & Chemicals

§ Lockheed Martin, US DOD, NASA, US Navy

(ISPAWAR), US Army, Dept. of Homeland

Security, IRS, GE

§ Ernst & Young, KPMG, HP, IBM, Perot

Systems, Cap Gemini, Booz Allen Hamilton,

CSC, Unisys, EMC

§ Dow Jones, Meijer, News Ltd, Jockey Club,

Thermo Fischer Scientific, Union Carbide,

Verizon Business, State Farm, Forrester

Research, GIA, Caribbean Development

Bank, City of Carlsbad, City of Fontana,

Intuit, Fidelity Systems, Thomsons Financial.

Please visit www.ianmclayton.com to view my detailed project portfolio

“Value and Meaningful Outcomes from Knowledge

and Experience”

Contact this candidate