Management Manager

MADHU MORE

309-***-**** *********@*******.***

Director

I am poised to create value with my unique blend of leadership, business management and exemplary people skills, along with a high commitment to excellence.

Professional Experience

An experienced Sr. IT executive with over 20 years of progressive IT experience in the areas of IT Leadership, IT Service Management, Portfolio/Program/Project Management, Identify and Access Management, Strategic planning, Relationship Management, Managed Services, Negotiation, Process Improvement Initiatives, Executive relationship building and management, Service Delivery, Account Management, Business Development, Business Process Outsourcing and Management

Effective communicator with strong team-building skills with ability to coordinate cross-functional groups to accomplish objectives and meet deadlines in a fast paced, high-growth, and diverse environment.

Areas of Expertise

Strategic Planning & Execution

Portfolio/Program Management

Organizational Effectiveness Consulting

Budgeting & Financial Control

Identity & Access Management

Contract Administration & Negotiations

Resource Management

Performance Improvements

Service Delivery & Operation

Cross-Functional Leadership

Human Capital Management

IT Service Management Consulting

Coaching and Mentoring

Relationship Development

Global Delivery Model Consulting

Professional Experience

MGS LLC, Bloomington IL Sep 2012 – Present

Director

Lead the teams in various process improvement, tool rollout, communication, organizational readiness, vendor management, managing organization change through the company separation, new datacenter build out, onboarding of Managed Service Providers and operationalization of Services

Selected Achievements:

Lead the implementation and rollout of the ServiceNow tool from inception to rollout through the enterprise.

Recommendations and implementation of IT Governance models, resource models, process models, tools, sourcing models through the new Data Center builds and separation of company.

Defining the ITSM organizational structures, processes and technology which align with the enterprise strategy.

Vendor selection and implementation of various tools/services and managing the SLAs as per the contract.

CDI, Cross Lanes, WV Sep 2009 – Aug 2012

program Manager – Transition and Transformation

Lead Service Management Transition and Transformation programs with budgets up to $50M with over 100 resources across the time zones in multiple of industry verticals to reduce IT costs, improve operational and delivery efficiencies.

Selected Achievements:

Established an IT governance model for IT infrastructure, process, application and service operations based on the industry best practices.

Successfully led the customer’s Service Management transition program in less than 6 months of contract signing along with the transformation to best practices based Service Management program within a year resulting in net savings of over $2M for the customer in the first year.

Lead the portfolio of service design and service operation transformations as part of the tool migrations to a shared Integrated Service Management tool.

Lead the customer’s organizational change that as part of the Service Management program by creating awareness and educating all levels of management.

Taj Technologies, Minneapolis, MN Aug 2008 – Aug 2009

Manager – Process Improvements

Lead Incident, Change and Configuration Management Process Leads in the process improvement efforts along with the Remedy tool upgrade from ITSP 5 to Remedy 7.

Selected Achievements:

Educate and promote the client teams on Service Management best practices and leverage the tools to increase operational efficiency.

Established an IT governance model for SM efforts.

Accountable for managing all KPIs defined in the processes for process improvements.

Successfully lead Service Management process transformation through the Data Center migration and rollout an optimized Service Management Process through the SAP rollout through the enterprise.

Five9 Technologies INC, Chicago, IL July 2007 – July 2008

Manager/Engagement Manager

Lead ITIL process improvement programs across various client locations. Day-to-day Five9 team oversight, organizational assessment, analysis, planning, escalation management, executive status reporting, program governance and deliverable oversight.

Selected Achievements:

Lead process assessment and implementation of various ITIL and ITAM (Asset Management) processes.

Created and evaluated Metrics for IT Organizations to increase Service availability and reduce Mean-Time-To-Resolve incidents.

Led Performance Analytics efforts at various clients to provide guidance and recommendations based on industry best practices. These metrics relate to Service Management, IT Governance, and Project Portfolio Management.

Abbott Laboratories, Abbott Park, IL July 2006 – July 2007

Sr. Project Manager

Successfully lead process improvement efforts as part of the infrastructure process & procedures group.

Selected Achievements:

Performed the Total Cost of Ownership (TCO) to calculate cost of Incidents and create a business case for the implementation of Problem Management.

Created new list of services for use as part of the service strategy to implement Core-IT services.

Consulted various IT support organizations to increase service/system/application availability and reduce IT support costs.

Successfully managed the implementation of Knowledge Management process and tool.

Performed process assessment and managed the implementation of Problem Management process and tool.

Led a team to address audit findings based on CobIT, Sox and HIPPA requirements.

Dedicated Technologies Inc., Columbus, OH July 2005 – June 2006

Project Manager

Successfully lead process improvement efforts at Ohio Department of Transportation.

Selected Achievements:

ITIL awareness and executive buy-in from CTO and senior management

Performed GAP analysis and created roadmap/strategy document to implement the process improvement program.

Managed procurement process, including creation of RFP and evaluation criteria, vendor evaluation, vendor selection and implementation of the selected product.

Managed the ITIL process implementation project – Incident, Change and Problem – from gap analysis, process design, and procedure creation to tool selection, customization and implementation.

Recommended plans to improve availability of applications.

Created Service, asset and configuration management strategy for the clients’ assets.

Managed a 10 person team to implement Incident, Change and Problem using the Magic Service Desk.

HTC Global Services Inc., Southfield, MI Jan 1998 – July 2005

Delivery Manager/Consultant

Successfully lead several projects that include application development, infrastructure, and data center move, data warehouse, business continuity & disaster recovery at the client location with budgets over $10M.

Successfully managed 20 direct reports including client work demands, hiring, coaching, workload issues, performance issues, conflicts, concerns, retain and performance reviews.

Successfully managed resource availability, knowledge transfer and customer satisfaction of client requirements.

Selected Achievements:

Relationship Management with the client to maximize HTC resources utilization.

Created asset/configuration management strategy for various client business units.

Implemented disaster recovery solutions for 26 regional offices for 5 critical business functions to have them up and running within 3 days of disaster declaration.

Manage procurement process, including creation of RFP and evaluation criteria, vendor evaluation, vendor selection and implementation for as much as $10 million annually.

Manage technology and consulting vendor/partner relationship, service delivery and overall performance.

Led implementation of satellite connectivity for catastrophe teams to facilitate processing millions of claims.

Led series of SAN Boot/Cloning projects to reduce Windows 2000 server build time from days to hours, extremely significant to an enterprise with over 10,000 servers.

Successfully implemented several ITIL processes including change, configuration, asset, incident, problem, service level, release, capacity, availability and security management processes.

Set strategy and reporting tool recommendation for Service Management Enterprise Metrics and reporting based on ITIL best practices.

Managed procurement process, including creation of RFP and evaluation criteria, vendor evaluation, vendor selection and implementation.

Responsible for managing Technology and consulting vendor/partner relationship, service delivery and overall performance including creation, negotiation and measuring SLAs.

Implemented a vendor product to process client’s payroll taxes to over 400 government agencies with zero defects, avoiding potential million dollar penalties for non-compliant tax processing.

Metamor Global Solutions, Hyderabad, India 1995 – 1997

Consultant

Lead various database projects for SEALAND Inc., (www.maersksealand.com) including purging abandoned service requests in shipments from shipment database, audit reports on database, data transfer from ADABAS to DB2.

Certifications

Certified Information Security Manager (CISM) Certification from Information Systems Audit and Control Association (ISACA) in 2014.

Certified in Governance of Enterprise IT (CGEIT) from ISACA in 2014.

Managers Certificate in IT Service Management from EXIN aka ITIL Masters.

Certified Information Systems Auditor (CISA) from ISACA in 2006.

Certified Project Management Professional (PMP) by Project Management Institute (PMI) in 2002.

Quality Manager by American Society for Quality (ASQ) in 2001.

General Insurance by AICPCU in 2000.

EDUCATION

University of North Carolina, Kenan-Flagler Business School, Chapel Hill, NC Master of Business Administration

Graduated from the OneMBA Program, an innovative global partnership MBA program of five premier business schools on four continents: Erasmus University (RSM); Chinese University of Hong Kong (CUHK); Tecnologico de Monterrey (EGADE); Fundecao Getulio Vargas, Escolade Administracao de Empresas de san Paulo (FGV-EAESP) and UNC Kenan-Flagler

Kakatiya University, Warangal, India Bachelor of Technology in Electronics and Instrumentation

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