Manager Management
Resume:
Philip J. Hellerman
******.*********@*******.***
Profile
With broad and deep Service Management and Service Delivery expertise, I
have served in a variety of leadership, strategic and tactical positions
during my 30 year career in IT Operations and infrastructure management. I
am ITIL and ISO20000 Certified and have more than 12 years experience in
delivering solutions for a variety of ITIL disciplines. My award winning
initiatives have brought ITSM disciplines to Tier 4 data centers, have led
major ITSM initiatives for a variety of Fortune Global 500 corporations and
have successfully contributed to ISO20000 Certifications.
Work experience
06/09 to Present
Jacobs Advanced Systems Group
ITIL Subject Matter Expert
Designed and implemented IT Asset Management (ITAM) operational and
business processes for the Dept. of the Navy (DON).
Transitioned legacy data to BMC Remedy and implemented Remedy for ITAM
function for NGEN.
Developed functional and system tool requirements for the DON to achieve
ITSM end state tool vision.
Designed and modeled the Service Asset and Configuration Management (SACM)
process, including controls, metrics, and target key performance indicators
(KPIs) for Next Generation Enterprise Network (NGEN) for the Department of
the Navy.
Developed overarching framework for ITSM tool set. Aligned Program tool
deliverables to ITIL v3 processes.
Performed requirements analysis, wrote RFIs and was responsible for
evaluating and scoring vendor responses.
05/08 to 03/09
Fidelity Investments, Westlake, TX
Configuration Management System Analyst
Implemented Configuration Management for designated services using HP
OpenView AssetCenter (v 5.02)
Provided day-to-day operations and oversight of the Configuration and
Change Management process.
Managed data integrity and reconciliation between HP OpenView ServiceCenter
(v 6.02) and HPOVAC.
Implemented ITIL-Compliant Configuration and Change Management process
across FTG divisions.
Contributed to the achievement of ISO20000 certification
Created Configuration Management audit process and scoring system.
Provided consultative services to CI Owners in conjunction with the
Configuration Management Policy
Using HP Project Portfolio Management (PPM v 7.5), managed CI request
queue, provided reporting and performed data analysis of CIs representing
infrastructure, application and network components.
07/07 to 05/08
Lontra, Plano, TX
Lontra provides IT service portfolio management solutions enabling Global
1000 IT organizations to better define, prioritize, deliver, and adapt IT
services to the demands of the business.
Principal ITSM Services Consultant
Defined, developed, and designed the data model used in an IT Service
Portfolio and Actionable Service Catalog application. Project work
contributed to client's achievement of the 2008 Stevie Award for the "Best
MIS & IT Organization/Department".
Managed and maintained client relationships and partnerships with CIOs and
line executives. Clients remained referencable.
Designed, built and managed project road maps used to meet customers'
goals.
Worked with clients to recommend ITIL best practices as solutions to
achieve client organizational goals.
Supported other project teams (Development, QA, Production Management) to
ensure alignment and cohesive solutions.
07/05 to 07/07
Perot Systems Corporation, Plano, TX
PSC is a worldwide provider of outsourcing for information technology
services and business solutions.
Sr. Global Service Delivery Manager for IT Service Management (ITSM)
Directed global (Europe, Mexico, & India) organization ($6M/50FTEs)
responsible for consistent delivery and compliance of ITSM functions based
on the ITIL framework.
Set vision, managed, and provided governance to global teams executing ITSM
in support of Tier 4 data centers.
Created, governed and implemented operational effectiveness by creating
KPIs and executive dashboards. Results improved change success rates 13%
while change volume increased 14%.
Managed the PMO and development teams for the release, testing and
implementation of functional, technical, and service releases for
proprietary ITSM tool (OPAS).
Led gap analysis for global effort to align Enterprise for ISO20000
certification. Supervised teams' participation in verification and
validation of ISO9000 and SAS70 audits.
09/03 to 07/05
Affiliated Computer Services, Dallas, TX
ACS is a Fortune 500 Company providing diversified business process and
information technology outsourcing solutions to commercial and government
clients worldwide.
Professional Services Principal - (01/04 to 07/05)
Consultant to General Motors for development and implementation of GMs
Global IT 3rd Generation Outsourcing Standardized Work Model ($15 Billion
over 5 years).
Lead, created, modeled and implemented Service Level Management (SLM)
process for GM's global outsourcing model.
Working with the PMO, strategically planned, led, and implemented project
engagement teams in the creation of, charter, strategy, processes, maps,
and deployment of all ITIL disciplines for Service Delivery and Service
Support.
Liaison between GM, other Vendors and GM. Performed Client Relationship
Management activities.
Western Data Center Change Manager (09/03 to 01/04)
Led Change Advisory Board (CAB).
Managed team responsible for the Change Management function
(Infrastructure) for Tier 4 data center.
Member of pursuit team creating content for RFPs. Results included closing
of 2 significant client deals.
Assessed, created, and facilitated ITSM processes for all Enterprise Tier 4
data centers.
Using ITIL methodology designed and implemented process driven solutions to
Change and Configuration Management.
Championed and defined ITIL Service Delivery and Management processes
throughout the enterprise. Results included selecting ITIL as ACS' standard
operating methodology enterprise-wide.
09/02 to 09/03
ITSM Consultant
Capital One Auto Finance, Plano, TX
Project Manager developing ITIL reporting metrics for Incident, Problem, &
Change from Remedy database.
Developed and executed project communications, documentation, testing and
implementation.
Adhered to PMO standards to create and manage project timelines and budget
for ITIL reporting project.
Delivered project on time and below budget.
PepsiCo Business Solutions Group (PBSG), Plano, TX
Led the ITIL assessment effort for Service Management and Service Delivery
for PBSG.
Analyzed and defined detailed process frameworks and maps supporting ITIL
best practices for PBSG IT operational areas Incident, Problem, Change and
Service Desk from Peregrine database.
Created operational process flows and supporting documentation that defined
PBSG's service management and delivery strategies for all PBSG IT
operational processes and skill sets.
Developed strategy for creating process definitions and designed and
created all templates and process flows (swim lanes) used in process
documentation.
9/00 to 5/02
divine, Inc. (formerly marchFIRST) Dallas, TX
Service Delivery Manager for this enterprise that provides professional
services, software services and managed services (MSP) for mission critical
Internet-based e-commerce web sites provided by digital ventures and mid-
market and Fortune 1000 companies.
Ultimately responsible for the executive leadership, strategic and tactical
relationships, daily (24X7), operational management, and achievement of
client satisfaction for enterprise level e-Commerce site for premier
Fortune 100 client. Successfully managed engagement service level delivery
to uptime of 99.5%.
Directly managed Levels 1, 2 and 3 operational and technical support team
in Dallas, Silicon Valley, Washington D.C., and St. Louis. Span of control
encompassed 20-30 technical FTEs. Superior management increased annual
account revenue by 66%.
Acted as Change, Problem, and Incident Manager by successfully developing
and managing change, incident, problem, and release management processes
using ITIL methodology. Eliminated all system incidents caused by improper
turnover to production.
Daily project management for the technical client delivery consulting team
responsible for application support of Kana and E.piphany interfacing with
Oracle database. Achieved total client satisfaction and created a positive
team environment that promoted top performance.
Performed key account management including developing and managing Service
Support and Service Delivery including performance reporting, service level
adherence, escalation processes, third party support, project tracking,
profitability, documentation (SOWs, security, escalation etc) client
communications and contract negotiations and closure. Via improved account
management minimized service disruptions and improved operational
efficiencies.
3/99 to 9/00
InfoSpace, Allen, TX and Bellevue, WA
Operations Manager for this enterprise (ASP) that supports delivery of
Internet content to wireless devices (cell phones, PDAs, pagers etc.) and
provides E-commerce, content feeds, mobile commerce solutions, and
communication infrastructure services to the global Internet community.
Successfully managed and maintained the Service Level Management
relationship between InfoSpace and wireless carrier customers throughout
the world.
Skilled negotiator responsible for developing and successfully negotiating
service level agreements between InfoSpace and the world's most prominent
wireless carriers. Signed SLAs were favorable to InfoSpace and were agreed
to by carriers with minor modifications and short negotiation times.
Traveled internationally and used superior platform skills to present
operational training materials to development engineers, computer
operators, and wireless carrier personnel. Personally designed and
developed the training modules that focused on technical operations,
application functions, call resolution processes and Internet
troubleshooting. Reduced the number of Third Level Help Desk calls by 53%.
Using HTML, XML, and state of the art web development tools, designed,
developed, and maintained repository and well-received Knowledge Management
Intranet website used by engineers, computer operators, marketing, and
third level help desk. Websites contained specific technical, operations,
service level, operational processes, and training information relating to
the operational functions of this ASP.
Created and maintained budgets.
7/97 to 3/99
Alliance Data Systems, Dallas, Texas
Support Services Manager for this company providing transaction-processing
services to financial institutions, retailers, and petroleum outlets.
Successfully staffed and remotely managed a team of 10 web developers and
technical writers developing and delivering a 3 tier client/server
knowledge management Intranet application portal.
Designed infrastructure for corporate Intranet and successfully managed and
maintained 4 Intranet sites.
Planned and controlled departmental budgetary resources of $.5M. Managed
resources within budget.
Using project management skills, successfully led and managed project.
Results; planned, staffed, and delivered major product documentation from
kick-off to delivery within 90 days.
6/73 to 7/97
Employed by IT organizations within various industries as an operations
manager, programmer, project leader, product manager, technical writer, and
supervisor.
Professional Involvement
Member ItSMF (http://www.itsmfusa.org/)
Editor itSMFusa Forum e-Newsletter
Professional Awards
Nominated for "Industry Knowledge Contribution" 2009 & 2010 by the itSMF-
USA
2008 Stevie Award for the "Best MIS & IT Organization/Department" with
Alliance Data Systems
Professional Publications
"7 Insights into Managing Constant Changes with a CMDB" itSMF Forum e-
Newsletter, March, 2009
"ITIL-scent Maturity - The Coming of Age of V3 and The Service Portfolio"
itSMF Forum e-Newsletter, February, 2010
Service Management Environments
HP OpenView AssetCenter (v 5.02)
HP OpenView ServiceCenter (v 6.02)
HP Project Portfolio Management (PPM v 7.5),
BMC Remedy 7.1
BMC Atrium CMDB 2.0
BMC Remedy ARS 7 (OPAS)
Education
Valparaiso University, Valparaiso, IN
Bachelor of Science in Business Administration May, 1973.
Certifications
Implementing ISO/IEC 20000 from Process Catalyst
ITIL Practitioner in Service Desk, Incident and Problem Management from
ManageONE
ITIL Service Management from the Information Systems Examination Board
Fundamentals of System Acquisition Management (ACQ101 Section 308) from
Defense Acquisition University
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