Clifford A. Brown, BRMP, ITIL

Director Business Relationship Management

ad3bib@r.postjobfree.com • 860-***-****

LinkedIn • Powder Springs, GA 30127

Collaborative Leadership Team Management Performance Management Digital Strategy IT Portfolio Management

I help transform reactive, inward facing IT teams into proactive, highly accountable, customer facing organizations.

Signature Achievements:

Drove customer satisfaction up 20% through comprehensive service reviews with CIO and business SVP’s.

Raised productivity 20% spearheading global team to implement ITIL processes and procedures.

Improved customer satisfaction scores 6% by initiating IT voice of customer survey.

Technology professional with 15+ years of experience in revolutionizing business operations, strategically aligning IT initiatives with corporate goals, and leading cross-functional teams to achieve substantial improvements in efficiency, productivity, and client satisfaction. Quickly establish rapport and trust resulting in initiatives that meet business needs.

Skills

●Strategic Planning & Execution

●Change Management Initiatives

●Demand Planning

●Continuous Process Improvement

●Project Management

●Cross-Functional Collaboration

●IT Service Management

●Customer Relationship Building

●Global Stakeholder Management

●Digital Strategy Execution

●Financial Analysis & Budgeting

●Risk Management & Compliance

Professional Experience

Agilent Technologies, Inc., Wilmington, DE 2019 to Present

Senior Business Technology Partner

Direct strategic consulting efforts, as pivotal advisor to business, integrating technology with business' strategic goals. Champion business requirements in initial phases of project definition, ensuring precision and alignment that resulted in the development of highly effective IT solutions closely aligned with business expectations. Communicate with business stakeholders regarding IT plan of record process, IT-related challenges, and events, fostering a climate of cooperation and trust between IT and business units.

Key Contributions:

●Implemented database to capture and report on business owned applications, resulting in 25% increase in productivity.

●Revamped IT demand capture process utilizing ServiceNow, reducing demand intake and project delivery times by 15% while improving customer satisfaction.

●Conduct comprehensive quarterly service reviews with Chief Information Officer (CIO) and business SVP’s, analyzing key performance metrics and presenting data-driven insights that led to a 20% increase in customer satisfaction.

●Navigated program development from initiation to approval, maximizing business benefits and enhancing operational efficiency through new capabilities.

●Drove planning and ranking of solution requests, steering creation of strategic IT portfolio, which resulted in more streamlined and prioritized approach to IT project management, enhancing overall business productivity.

●Aligned demand with business strategies, influencing shaping of IT solutions to meet strategic objectives, ensuring technology investments directly supported key business goals and drove innovation.

●Key escalation-point in instances of IT process failures and misalignment between IT and business objectives, resolving conflicts and discrepancies, which maintained project momentum and ensured alignment with strategic objectives.

●Principal liaison between business and IT, crafting capability roadmaps and developing business cases for IT initiatives, leading to improved technology alignment with business needs and increased project success rates.

Federal Reserve Bank of Atlanta, Atlanta, GA 2013 to 2019

Manager of Business Relationship Management

Spearheaded strategic and operational leadership of business relationship management and project management functions, delivering superior IT services and support, which enhanced team performance and service quality. Crucial intermediary between IT and business leaders, cultivating strong relationships and delivering solutions that exceeded business objectives and expectations. Provided stakeholders and CIO with accurate updates, enhancing organizational transparency and informed decision-making. Delivered expert IT consultation to business leaders, catalyzing development of strategic and innovative technological solutions that met and exceeded business requirements.

Key Contributions:

●Earned 2018 President’s Constellation Award for innovative contributions in Public Affairs Dashboard/Social Media Sentiment Analysis project.

●Revitalized business relationship management function and IT governance model, achieving 15% increase in team productivity.

●Initiated IT voice of customer survey, improving customer satisfaction by 6% through targeted continuous improvements.

●Contributed to developing investing in America’s Workforce website, enhancing public engagement and information accessibility.

●Led creation of three-year IT strategy, advancing organization's technological growth and alignment with business goals.

●Directed and developed technology roadmaps aligned with firm's strategies, effectively balancing multiple projects and priorities, leading to optimized resource allocation and project success.

●Managed balance of supply and demand against technology roadmaps, maximizing value and impact of IT investments.

General Electric, Windsor, CT 2008 to 2012

IT Business Partner

Led transformation of inward-facing, reactive IT team into proactive, customer-centric unit, improving alignment with strategic business goals and enhancing team responsiveness. Primary liaison between business and IT departments, evaluating IT system performance to achieve marked increase in productivity, efficiency, and strict adherence to service level agreements. Conducted and responded to internal and external audits, ensuring stringent compliance with processes and procedures, and earning Bravo Award nomination for exemplary customer service delivery and process adherence.

Key Contributions:

●Administered $15M-$20M IT budget with precision, delivering insightful forecasts and justifications, leading to increased financial transparency for stakeholders.

●Orchestrated comprehensive strategy for rollout of customer fulfillment request tool, leading to 20%+ increase in production efficiency and improved customer satisfaction.

●Directed problem management and root cause analysis that resulted in mitigating recurring issues and reducing downtime and service disruptions.

●Initiated and executed standardization of ITIL service management processes, resulting in enhanced process efficiency and establishment of metrics for continuous service improvement.

●Engaged in strategic collaboration with executives, streamlining processes and implementing cost reduction strategies, resulting in improved operational efficiencies and cost savings.

●Employed critical thinking and coordination in project and demand management, ensuring projects met baseline scope, schedule, cost, and time goals, which enhanced project delivery efficiency and resource utilization.

Additional Experience

Senior Service Delivery Manager (Consultant), AstraZeneca PLC, Wilmington, DE (SystemGuru Inc., Woodbridge, NJ)

Director, Customer Relationship Management - Marketing, Qiagen Incorporated, Valencia, CA

Global IT Business Relationship Manager, Pfizer Incorporated, New London, CT

Associate Director, Professional Services Sales, Kforce, East Hartford, CT

Education

Bachelor of Science in Business Economics, Concentration: Management Information Systems

Southern Connecticut State University, New Haven, CT

Certifications

BRMP (Business Relationship Management Professional) ITIL (Information Technology Infrastructure Library) PMI (Project Management Institute) Coursework/PMBOK Six-Sigma Basics Leading with Emotional Intelligence Situational Leadership

Professional Affiliations

Business Relationship Management Institute (BRMI) - Founding Member (2014 – present)

NIT Economic Development Regulatory Commission – Vice Chair (2009 – 2019)

Key Human Services – Board Member (2010 – 2013)

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