Human Resources Operations Director

MICHAEL ROBERSON

*** ***** **** ***** *********, Georgia 30188

678-***-**** *******@***-*********.***

A skilled technology professional with over two decades of hands-on experience in IT solutions delivery, specializing in the convergence of technology and business. Throughout my career, I've consistently achieved outstanding results while leading and mentoring high-performing, diverse teams. I excel at effectively communicating complex technical and non-technical information and have a proven track record of collaborating with key business units, including Marketing, Finance, Human Resources, and Engineering.

QUALIFICATION HIGHLIGHTS

ITSM/ITIL ServiceNow Operational Excellence Dev/Ops Agile Deliveries SOX Compliance PCI Compliance Process Delivery/Improvements Data Center Technology Networking Leadership Training & Educating Executive Presentations Change Champion Contract Negotiation Planning and Organization Client/Vendor Relations

PROFESSIONAL EXPERIENCE

Kyndryl/IBM, Alpharetta, Georgia 2020 – Present

Global Delivery Director, Operational Readiness & Invest Compliance

Main single point of contact with EY's IT-related Change Management, Delivery Managers, Transition Management and Operations teams to provide governance of the delivery of production application, environments and components they are ready for "Production" state and are on budget. Develop and implement a robust process for reporting IT success and was a change advisory board member.

Operational Highlights

Implemented a robust review and reporting process for accurate tracking of actual vs. projected spending and KPIs as per Managed Services contract.

Enhanced financial variance reporting practices to improve visibility of incremental spending alignment with industry best practices.

Led the global adoption of transition elements, emphasizing high-profile risk management procedures.

Ensured the development, publication, and tracking of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain ITSM service quality.

Successfully managed the companywide "Operational Excellence" project based on COBIT framework and CMMI maturity measurements.

Ernst & Young, Alpharetta, Georgia 2015 - 2020

Assistant Director, Global Operational Readiness Lead

Established and led a high-performance, globally distributed organization comprising five teams. These teams were responsible for providing operational leadership in the transition, delivery, and support of large-scale enterprise solutions and infrastructure across EY's global environments. My role included governance of ITSM solutions and services delivery to tier 3 and tier 4 data centers worldwide.

Operational Highlights

Enhanced the End of Warranty process to guarantee solution operability before project closure.

Designed and implemented a project tracking pipeline for early identification and tracking of project risks, improving visibility for intake teams.

Played a key role in realigning and stabilizing transition methodologies, with a focus on promoting Agile methodology adoption.

Spearheaded the global adoption of transition and ITSM support elements across business and operations.

Established a critical, high-profile risk management process

Fiserv, Norcross, Georgia 2010-2013 2014-2015

Service Transition Manager

In charge of operational leadership and governance for delivering top-tier enterprise solutions to strategic Fiserv customers. This includes datacenter consolidations, operations, new application development, and significant releases of existing applications, all while ensuring alignment between business unit needs and technical requirements

MICHAEL ROBERSON Page 2 *******@***-*********.***

Operational Highlights

Established governance processes and standards for Operational Readiness and Service Delivery (PMO) based on the ITIL/ITSM v3 framework. Communicated and promoted these standards across Fiserv.

Designed and implemented ITIL and operational delivery and support processes, overseeing them throughout the entire SDLC.

Conducted risk analysis throughout the delivery process lifecycle, ensuring appropriate risk mitigation procedures. Participated in the CAB authorization committee to ensure readiness.

Ensured that new applications, data center consolidations, and releases of existing services met standards, PCI compliance, and transitioned effectively into Operations. This helped achieve availability targets defined in SLAs, utilizing both Waterfall and Agile Transition methodologies.

Managed the transition of Service Offerings and Solutions as applications became integrated into Fiserv's Cross Business Service Offerings and Solutions.

Collaborated with Development and Engineering teams to ensure new applications were designed for efficient operation, meeting SLAs, functional and non-functional business requirements, and reasonable efficiency levels.

Conducted capacity planning for staff and infrastructure to facilitate the transition of new applications, data center consolidations, and releases of existing services.

Optomi, Tucker, Georgia 2013-2014

Senior Portfolio/Program Manager, YP ePMO (Formerly AT&T Interactive)

In charge of establishing financial and delivery governance and oversight for delivering enterprise technology solutions and projects to a diverse range of internal and global external customers within the CIO portfolio, including Information Security and Technical Operations.

Operational Highlights

Implemented enterprise delivery processes, reducing SDLC times by 35% from request to implementation.

Conducted Cost/Benefit and Risk analysis for CIO portfolio projects, offering risk mitigation strategies to YP Senior Leadership Team while addressing business demands.

Designed a financial chargeback model for precise monthly and annual IT expenditure tracking compared to forecasts.

Collaborated with FP&A to enforce financial control and project governance for all IT-enabled solutions.

Oversaw IT audits and remediation efforts to ensure YP's compliance with SOX regulations.

SPHERION TECHNOLOGIES (TECHNISOURCE), Alpharetta, Georgia 2007-2009

Hewlett-Packard IT Operations/Delivery Director

Managed a $6 million HP managed services contract for a worldwide datacenter consolidation project. Led cross-functional global technical teams across the Americas, Europe, and Asia Pacific/Japan in infrastructure design, implementation, and support for mission-critical partner connectivity environments. Developed and executed a global communication strategy within HP and strategic partners, including Spherion management staff training, resulting in a 50% increase in team efficiency, annual savings exceeding $65 million, and the creation of essential security and performance metrics for C-level reporting.

PROFESSIONAL MEMBERSHIPS & ADDITIONAL CAREER DEVELOPMENT

Microsoft Certified Systems Administrator (MCSA) Cisco Certified Networking Associate - Expired (CCNA)

ITIL v3 Foundation, PPO, OSA and CSI, and Service Transition Certified PMI Trained

EDUCATION

GEORGIA INSTITUTE OF TECHNOLOGY, College of Management

Executive Master of Business Administration (MBA)

Concentration: Global Business

AMERICAN INTERCONTINENTAL UNIVERSITY

Bachelor of Information Technology in Internet Security Magna cum Laude

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