Customer Care Manager

Justin Schiavo

***** ******** **. *****: adij5k@r.postjobfree.com Phone: 512-***-****

Frisco, TX 75035 Profile: www.linkedin.com/in/justinschiavo/

A highly driven professional leader with more than 15 years of experience in IT software, services and operational leadership positions. I’m seeking to help organizations build and scale high performance teams in a fast-paced environment, while delivering customer focused solutions and best in class customer support.

Professional Experience

Splunk, Dallas, TX (August 2019 – November 2020)

Director – Incident and Escalation Management. Manager of Managers. 10+ direct reports.

Responsible for the strategic direction, planning, and day to day execution of the Global Customer Incident and Escalation Program while serving as a key Senior Leader across the Global Customer Support organization.

Established, recruited, and led a 24x7 Global Incident and Escalation Management team providing the highest level of customer support for On-Prem and Cloud deployments across four different geographic regions.

Built a Global Incident and Escalation Program which delivered exceptional experiences for customers and reduced resolution times by 34% Lead execution of continual service improvement initiatives.

Scaled business unit QoQ with the hyper-growth of the Splunk business. Key accomplishments: Secured budget to increase hiring 40% across AMER, EMEA, and APAC regions, implemented a unified 24/7 coverage model

Led stability efforts with onsite and geographically remote teams to develop, implement and drive strategic customer “get to green” plans. Hosted weekly escalation review call (80+ Senior Management to CxO) to review top customer focused escalations. Designed process and led multiple Global Customer War Rooms

Spearheaded initiatives to maintain high morale, low attrition and collaboration across regions. Employee Development improvements focused on three key areas: career pathing definition, job description creation, and promotion criteria guidelines. Participated in multiple Splunk sponsored Employee Resource Groups.

Partnered and influenced teams with teams across Engineering, Cloud Operations, Technical Account Support Managers, Customer Success Managers, and Account/Field teams to guarantee critical business issues are addressed in a way that exceeds expectations. Partnered with Product teams to provide customer feedback, streamline processes and improve customer outcomes

Identified new data driven insights from Incident and Problem data to help focus future efforts on product and service stability. Integrated reporting across multiple disparate tools to have a unified single pane of glass view across systems

Heavily interacted with customers during Quarterly Business Reviews or Escalations, Splunk leadership (at all levels), external vendors, and other strategic partners to ensure customer sentiment and trust in Splunk products remained high. Resulted in account loss avoidance and unified support in pursuit of software sales opportunities and renewals.

Partnered with the Support Operations Tools team to implement Salesforce.com, Slack, Jira, VictorOps, and Confluence system enhancements designed to automate processes and enable support excellence. Developed internal communications and automated customer notification process and tools ensuring awareness of On-Prem Customer issues and Fleetwide/P0 Cloud Impacting incidents.

JCPenney, Dallas, TX (2016-2019)

Director – IT Operations and Support (August 2017 – August 2019) Manager of Managers. 100+ reports

Associate Director – IT Operations and Support (June 2016 – August 2017) Manager of Managers. 35+ directs

Responsible for providing Senior Leadership for the IT Operations organization supporting approximately 900 stores, multiple data centers, 14+ distribution centers, and 3 call centers.

Promoted to Director – adding in IT Service Desk, Global endpoint engineering, and Executive CxO support

Established Technology stability processes to ensure severity 1 & 2 incidents are triaged, communicated, measured and mitigated which resulted in a 60% reduction of critical incidents and a 20% reduction in critical incidents caused by change which led to great stability across systems and technology.

Directed a 24x7 Service Management organization, IT Service Desk supporting 100k+ store and corporate associates, and a multi-level Desktop Support team. Approximately 18,000 inbound calls per month. Customer satisfaction consistently exceed 98%, improved abandonment rate to less than 5%, and reduced average handle time by 30%. Reduced recruitment and onboarding of new hires from 2 months to 3 weeks. Opened near shore office to operate 1/3 of service desk reducing expense of department by 42%.

Facilitated major culture change in IT direction executing on multi-year IT Transformation. Key accomplishments included: Right sized skill level of staff, overhauled salary structure, reassigned staff functions, reviewed and revamped processes. Implemented onshore/offshore model by standing up new Bangalore office and hiring entire team.

Accelerated the advancement of the IT Service Management organization providing Major Incident Management, Problem Management, Change Management, Configuration (CMDB) Management, Asset Management, Knowledge Management, and Service Request Management process and functional teams across the enterprise.

Developed yearly and quarterly budgets for the organization’s global endpoint laptop/desktop operating plan for new hire and lifecycle needs. Managed $12M capital and expense budget for infrastructure, workstations, and other assets

Founded and served as Senior Leadership sponsor for the successful implementation of Leadership Community of Practice across 90 global leaders. Published Monthly IT Stability metrics and emails out to 2,300 Global Technology associates up to and including CIO.

Directed the ITSM development team resulting in a consistent, scalable and effective model for integrating additional key ITSM processes. Transitioned team from waterfall to agile development resulting in reducing releases from quarterly to bi-weekly. Delivered project to fully upgrade Remedy platform.

The Home Depot, Austin, TX (February 2014 – June 2016)

Senior IT Manager – IT Service Management (February 2016 – June 2016) 25+ direct reports

IT Manager – IT Service Management (February 2014 – February 2016)

Responsible for the strategic direction and day to day execution of IT Service Management teams within the IT Operations organization at The Home Depot.

Promoted to newly created Senior Manager role after consistent overachievement of MBO’s 110-135% by developing collaborative relationships between internal and external stakeholders globally w/engaged team

Recruited and managed top talent, founding and building out ITIL services and teams related to Major Incident, Problem, Change, and Configuration Management.

Led the ServiceNow development team and executed on Operational Readiness strategies and process. Implemented Agile development methodology reducing release cycles from 4 weeks to 1.5

Developed organizational strategies resulting in a 51% YOY reduction in Major Outages (2014) and a 12% and 43% reduction in outages caused by change (2014 and 2015) across all IT environments (stores, data centers, call centers)

Led daily Executive Technology change review, weekly operations reviews, and reporting on IT availability (IT organization including director level to CIO distribution)

Responsible for all audit activities including SOX controls and internal governance initiatives

Identified as Top Performer within IT Operations organization – direct report to Director of IT Operations. Received Executive CIO Award.

Dell, Inc., Round Rock, Texas (2011-2014)

Solutions Architect - Global Application Management and Support (AMS)

Responsible for leading the Solution Architecture and Center of Excellence teams for the Application Management Services practice.

Built a fully operational AMS services practice by consolidating account based teams into a single global organization, standardizing delivery operations, and implementing best practices from the Dell internal organization. Increased services bookings by $49M

Led the solution design response for RFP’s valued from $250k to $93M. Activities included requirements gathering, process design, financial modeling, and organizational change management.

Delivered Executive Briefings for CxO customers focused on organizational capabilities, solution offerings, and global delivery operations. Led tours of AMS Operations Center for executive customers.

Responsible for executive communication, financial reporting and escalation management for the $100M+ application management portfolio

Dell, Inc., Round Rock, Texas (2009-2011)

Service Relationship Manager

Single point of contact for service delivery, escalations, and production awareness while managing the support relationships with IT and Business executives for the Global Commercial and Consumer Business segments.

Executed plan with senior management team to transform the Application Management and Support organization into a leading ITIL based service delivery organization. Implemented throughout offices in India, Brazil, Malaysia, Ireland, and the UK. Awarded the Dell ITIL Project of the Year.

Analyzed and reported on end-to-end IT environmental stability with activities ranging from IT End of Week Reporting (200+ Director to CxO distribution) to Executive Level presentations.

Developed and led IT Holiday Readiness program resulting in 100% application up-time across 60+ critical application environments. Awarded Dell Silver Star Achievement

Dell. Inc., Round Rock, Texas (2006-2009)

Application Management Analyst

Responsible for the stability of 300+ Sales and Marketing applications.

Raytheon, Richardson, Texas (2004-2006)

Business Program Technologist

Responsibilities included full life-cycle project management, applications development and support, business analysis, solution design, client relationships, webpage development and maintenance for financial shared services organization.

Education

MBA, Global Business, St. Edward’s University - May 2012

B.B.A., Computer Information Systems, Texas State University – May 2004

Recognition/Certifications/Interests

Executive VP Award (2015)

Executive CIO Award (2014)

ITIL V3 Foundations (2013)

Nominated Honor MBA Student / 4.0 GPA (2012)

Dell Silver Star (2012) – Awarded for development and execution of Dell’s Holiday Readiness Program

Delta Mu Delta (2011) – 4.0 GPA Honors Society

Six Sigma Specialist Certified (2006)

Wish Granter Volunteer for Make a Wish Foundation of Central Texas

Competed in 6 Triathlons

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