IT Service Delivery Director

Thomas J. Riley

Cellular - 817-***-****

E-mail: acz9ln@r.postjobfree.com

Information Technology Consultant with strong leadership and technical skills, directing teams to ensure business deliverables are exceeded. Greater than 15 years of cross-industry experience leading global Fortune 500 corporate objectives. Extensive Information Technology Security and Program Management expertise focused on program and project success to exceed business and operational excellence.

Portfolio - Program & PMO Leadership

Applications Management Leadership

IT Security Leadership

ITIL/ITSM Strategic Planning and Support

SAP Application Expertise

Contract & Vendor Management

Disaster Recovery & Compliance Management

Change Management Leader

Service Delivery Leader

Infrastructure Management Leadership

Cost Optimization Expertise

Professional Experience

HCL, CARY, NC June 2015 – March 2017

Service Delivery Executive – Leidos – Applications and Infrastructure Services

Responsible for client governance, transition of services, ITSM, PMO and steady state delivery of IT services.

Applications support, data center, security, network, storage, telecom, mobility, service desk and desktop operational support leadership

Program Management Office (PMO) leadership

Lead Change Management with weekly Change Control board facilitation

Manage contract deliverables to ensure SLA and business obligations are exceeded

Financial Management of large budget and client controls

Implemented Service Now in support of ITIL v3 Foundation requirements

Fujitsu (North America), RALEIGH, NC August 2013 – June 2015

Delivery Executive – Smithfield – Applications and Infrastructure Services

Provide leadership for enterprise architecture, program management, applications development, support and end to end infrastructure services.

Application, infrastructure hosting, security services, network, storage, service desk and desktop operational support

Configured and deployed Service Now to support ITIL v3 Foundation requirements

Application support (SAP, Microsoft, database…), enhancement requirements and consolidation

Manage financial requirements aligned with contractual and business obligations

Ensure Service Level Agreements (SLA’s) are exceeded and reported on a monthly basis

Provide governance of relationships with client, vendors and service provider organizations

First Citizens Bank (FCB), RALEIGH, NC April 2013 – August 2013

Program Manager – FCB Data Center Design, Build and Deployment – Infrastructure Services

Provide end to end program management for the design, build and implementation of FCB’s primary and new secondary data centers driven by critical schedule and financial requirements.

Responsible for building governance and technical teams to ensure stakeholders and technology resources are well integrated to ensure success of the First Citizen Bank’s $20.3M program.

Led enterprise architecture for all towers of the data center re-engineering and build program, including critical network and security services.

Led DR site selection, DR site construction, mainframe requirements, server virtualization, storage uplift, data protection, security and monitoring vendors, partners and FCB teams.

Managed numerous vendor relationships (Sungard, Forsythe, CommVault, Cassidy Turley, PicTec, IBM, Syska…) to ensure DR site requirements, construction and readiness schedules align with program requirements.

Managed program initiation, scope definition, design and definition phases of the primary data center re-engineering and DR (secondary) data center build and implementation requirements.

T-SYSTEMS, FAIRFIELD, CA April 2012 – March 2013

Program Manager/Service Delivery Executive – Copart – Enterprise Services

Provide leadership and program management for application & Infrastructure services, 24x7 data center management, full IT security services, and IT services integration into the business.

Data center transformation leadership resulting in $1.7m annual savings by utilizing Cloud solutions

Led large program with numerous integrated projects to complete operational support of the applications and infrastructure portfolios that run the business

Manage Service Level Agreements (SLA’s) in support of client business needs

Provide project governance with interaction of client, vendor and service personnel

Implemented Service Now in support of ITIL v3 Foundation requirements

HP, CALGARY, ALBERTA July 2011 – April 2012

Service Delivery Executive – Cenovus Energy – Service Delivery

Responsible for Cenovus transition “Go-live” deliverables within the Infrastructure, Applications, call center and support of business for new client.

Control all Desktop applications support and delivery for our client utilizing Canadian, U.S. and Best Shore resource mixes

Manage call center resources within a 24x7x365 local and best shore mix

Led an organization responsible for > 1400 applications (internally developed and COTS) that support clients business processes

Deployed Service Now for use by client and HP support staff for ITIL v3 Foundation requirements

Controlled all IT security services for our client and services organizations

Provide governance of relationships with global service providers and vendors to support 17,000 users

HP, WINSTON SALEM, N.C. June 2010 – July 2011

Service Delivery Executive –RAI Account – Global Delivery

Responsible for RAI Infrastructure and Applications deliverables - SAP, Web-based solutions, and variety of internally developed capabilities.

Led the Infrastructure transition program addressing security services and data center transformation in support of delivery for a global footprint with U.S., India & other Best Shore resource mixes

Communicate and interact with executives to ensure full alignment with corporate business objectives.

Rolled out Service Now globally for all ITIL in support of ITIL v3 Foundation requirements

Directed SAP implementations in support of manufacturing, Financial Management, Procurement, Distribution, Supply Management, Warehouse Management, Disaster Recovery and SOX compliance capabilities in support of business deliverables.

Manage Service Level Agreements (SLA’s) in support of client business needs

EDS (an HP Company), PLANO, TX May 2009 – May 2010

Program Manager/Service Delivery Executive – Shell Oil Account – Engineering and Delivery

Responsible for Shell Oil account service delivery, including daily client relationship and delivery of mainframe, mid-range and client Infrastructure and the supporting critical business applications.

Led Global Shell business Infrastructure and application projects including SAP ERP upgrade, CRM implementation and global data center consolidation projects

ITSM support enabled utilizing Service Manager in support of ITIL v3 Foundation requirements

Led a global project to address Infrastructure stability resulting in $4.2m annual savings

Managed a team of project managers providing support for client project deliverables

Provided governance process to CEO/CIO leadership managing client relationships at a program level

EDS (an HP Company), PLANO, TX October 2007 – May 2009

Program Manager/Technical Resource Center (TRC) – MMIS (Medicaid) – Engineering and Delivery

Responsible for Medicaid architecture, engineering, program management and delivery in support of government contract requirements.

Managed application requirements, development and deployment teams ensuring applications meet/exceed defined governmental requirements

Managed technical team members (Unix, .NET, Java/C/C++, VXML…) to ensure quality assurance and Change Management adherence

Defined and applied process standards to ensure all program/project deliverables are delivered to schedule and budgetary requirements

Managed Business Analyst (BA) teams responsible for defined requirements across numerous State Government organizations

Provided governance process to manage relationships at a program level

Perot Systems, PLANO, TX June 2005 – October 2007

Managing Director – ITO – Global Transition/Transformation & Program Management Office

Managed New Business client Transitions/Transformations to make certain all IT Programs/Projects are completed on time, on budget and exceed customer expectations. Sold new business opportunities with client executive’s that exceeded $20M in revenue.

Created a Global team (US, EMEA, Mexico and India) to reduce labor expense while improving productivity of transition programs. Built a Project Management Office (PMO) to govern compliance with corporate program management standards. Responsible for data center, software services & ITSM migrations to ensure success of transition/transformation requirements.

EDS, PLANO, TX June 2001 – June 2005

Vice President – CIO Office – Client Service Management

Managed 500+ staff responsible for global service delivery tools implementation utilizing a global instance of Service Center. Planned, designed, built, deployed, and operated a consolidated global Service Management environment that standardized ITSM delivery.

Built a strategic plan for corporate ITIL Service Management standards to support EDS customers.

Managed critical application vendor relationships (Oracle, Sybase, HP, BMC, Avaya, Genesys…). Standardized incident, problem, change and service level processes for more than 60,000 EDS staff thus reducing delivery costs in excess of $2.5M annually. Led an organization with direct and matrix staff members located within every region of the globe.

Sabre, FORT WORTH, TX March 2000 – June 2001

Vice President, CIO Office, Infrastructure Resource Management

Defined Sabre’s LEAF (Long-term Enterprise Architecture Framework) Program and subsequently developed, tested and deployed the standard framework globally for the corporation. Built a team of global IT subject matter experts to drive program success. Enabled consistent standard ITIL based change, incident and problem processes. Instituted Asset Management process standards for internal business and outsource client needs. Integrated Service Delivery capabilities with call center and data center standard operating mechanisms.

Education & Professional Development

Business Administration, Computer Science Minor, Sam Houston State University

SDLC Methodology Training PMP Training & Certification

Client Delivery Leadership Training Six Sigma Training

JMW Leadership Training ITIL v3 Foundation Certification

Financial Management for Leaders Microsoft Suite Training

Microsoft Project Server Training Oracle Training

Covey – The 7 Habits of Effective People Many Additional Training Classes

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