IT Service Management

KEVIN P. HUDSON

***** *. ******* **** ****: 708-***-****

Oak Lawn, IL 60453 **********@*********.*** cell: 708-***-****

IT SERVICE MANAGEMENT PROFESSIONAL

Strategic IT Service Management leader with extensive process improvement, and program management experience. Partners with senior executives and extended global teams to provide an in-depth understanding of how IT provides value to the business. Effective at improving process capabilities, driving change and advancing operational teams along the ITSM maturity curve. Considerable experience maintaining solid relationships as the liaison between IT and the business.

PROFESSIONAL EXPERIENCE

Collegis Education, Oak Brook, IL 2013 - April 2015

A privately held enrollment growth management and technology services company that offers industry-leading solutions for colleges and universities of every size in every sector.

Manager, IT Service Delivery

Set direction on service quality, based on client need and ITIL best practices, defining and managing IT cross-functional processes to ensure the delivery of service level driven operations.

Effectively drove ITSM process improvements; particularly for incident, request and change management.

Managed project to research, select and implement a new ITSM software platform (Cherwell). Defined the incidents and service requests, and automated the process workflow for the Personal Support Center (PSC) providing support for over 30,000 students, faculty and employees, handling over 10,000 contacts a month.

Provided Cherwell training to PSC and all IT operational staff; specifically on how processes were simplified.

Established monthly and quarterly service level reporting for the two largest clients and the IT organization.

Convergys Corporation, Cincinnati, OH 2009 - 2013

Global leader in relationship and customer management solutions.

Senior Manager, Information Systems & Technology

As the IT Service Management platform owner, led a multi-cultural Program Office team in Ohio and India responsible for improving the engagement process for 1,000 IT personnel supporting over 70,000 employees.

Led initiative to define and implement the first Convergys Service Catalog, with over 1,000 orderable IT services available via a centralized Self Service Portal, significantly increasing visibility into demand.

Realized an internal customer satisfaction score over 4.0 for the first time for request fulfillment and incident and problem management, recognizing responsiveness gains after the completion of an over two year project to implement a new ITSM software solution (HP Service Manager).

Reduced cycle time on process improvement teams for the most frequently requested services to a day or less.

ServiceMaster, Downers Grove, IL 2004 - 2008

Company’s portfolio of major brands provide essential services to protect and maintain homes and businesses.

Director, IT Finance

Streamlined all cost accounting, financial reporting, monthly forecasting, annual budgeting and planning functions, and usage-based charge-back for a $40 million IT Shared Services organization.

Delivered financial results that were under budget for 12 consecutive quarters (2005-07).

Created numerous service line cost models and reduced annual unit prices by 5% - 25%.

Implemented a Service Portfolio and cultivated strategic internal and external relationships to gain business unit commitments for over $27 million in technology services; portfolio included a clear and concise Service Catalog with service level objectives, unit pricing, and year over year growth detail.

Changed the culture of the technology organization to assume ownership and accountability for budgeting and forecasting, to explain variance for direct and allocated expenses, and financial performance results.

Independent Consultant 2002 - 2004, 2008 - 2009

Provided IT Financial Management services to companies in various industries.

Convergys Corporation, Cincinnati, OH 2008 - 2009

Led a project to review existing basic IT Shared Services cost allocation practices and develop models to drive usage-based charge-back. Completed an ITIL compliant IT Service Catalog proof of concept prior to the implementation of HP’s Service Manager. Hired full time in 2009.

ServiceMaster, Downers Grove, IL 2004

Achieved monthly savings of over $22,000 after examining hardware lease schedules, software licensing and maintenance obligations, and made recommendations to improve lease and asset management practices.

United Stationers Supply Company, Des Plaines, IL 2004

Engaged as an auditor by this wholesale business products distributor to assess risks, test controls, and certify Sarbanes-Oxley compliance for a broad range of financial and IT functions.

McDonald’s Corporation, Oak Brook, IL 2002 - 2003

Led a team providing financial and accounting oversight for a major development initiative of $50 million to improve restaurant operations. Implemented a process to present actionable forecasts and results, enabling faster decisions based on historical information. Established new software development capitalization methodology that ensured project compliance with GAAP principles and guidelines.

Kaiser Permanente, Irvine, CA 2002 - 2003

Retained by healthcare provider’s IT CFO to better understand how their business drove a $1 billion IT expense. Completed gap analysis for Kaiser’s readiness to integrate activity-based costing into existing charge-back and planning functions; delivered analysis in half the estimated time and well under budget.

Aon Service Corporation, Chicago, IL 2001

Global leader in risk management, reinsurance brokerage, and consulting services.

Director, IT Finance / Director, IT Procurement

Held both positions of responsibility at the same time.

Challenged with a transfer of 550 people and $15 million in assets in a corporate infrastructure centralization project, created a financial allocation model to maximize cost causation and deliver usage-based charge-back for 36 IT Shared Services, and prepared the integrated organization’s 2002 $80 million technology budget.

Guided an IT Procurement team of ten in fulfilling $46 million in annual purchase orders. Resolved broken operational procurement processes, attained software license compliance, and within six months reduced a long-standing invoice payment backlog of over $14 million by 90%.

AT&T (formerly SBC Communications, Ameritech, Illinois Bell), Hoffman Estates, IL 1979 - 2000

One of the largest telecommunications companies in the world.

Director, Leadership Metrics, 2000

Met a three month deadline to develop an enterprise wide web-based Executive Balanced Scorecard.

Director, Cost Management, 1998-2000

Driven by the formation of market segmented business units, led a multi-year initiative to establish an IT Shared Services organization saving over $100 million. Created activity-based cost allocation framework and detailed usage-based charge-back processes to demonstrate how the business drove $1.3 billion in technology expense.

Manager, Systems Programmer, Programmer Analyst 1979-97

EDUCATION

Master of Management, Kellogg Graduate School of Management, Northwestern University, Evanston, IL, 1984

Bachelor of Science in Computer Science, Illinois Institute of Technology, Chicago, IL, 1979

ITIL V3 Foundation Certification

Six Sigma Green Belt

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