Sr Manager

Luis Murillo

Chicago, IL m: 773-***-**** ***********@*****.*** LinkedIn

Summary

Proven expertise in managing global teams, leading ServiceNow implementations, and optimizing release management processes for Financial, Healthcare, and Consulting industries. Adept at aligning IT strategies with business objectives, mitigating risks, and fostering innovation to enhance operational efficiency. A strategic partner in change management, cloud infrastructure provisioning, and Agile transformations, ensuring seamless deployments and organizational adoption.

Core Competencies

Practice Operations & Management

Resource & Program Management

IT Implementation & Service Delivery

Staff Onboarding & Mentorship

Change & Release Management

Major Incident Management (MIM)

SLA Management

Business Process Optimization

CI/CD pipelines

Risk Analysis & Mitigation

Client Relationship & Escalation Management

Professional Experience

Scigon at Blue Cross Blue Shield Association, Chicago, IL December 2024 to January 2025

IT GOVERNANCE & SERVICE DELIVERY MANAGER

•Led the identification, definition, and delivery of IT infrastructure and business services, ensuring alignment with evolving business priorities for optimal operational performance.

•Managed end-to-end service delivery across multiple business units, acting as the primary contact for stakeholders on IT governance, compliance, and service performance.

•Developed and implemented AI-driven governance frameworks, enhancing operational efficiency while adhering to IT policies and contractual obligations.

•Drove continuous improvement initiatives, optimize IT processes to meet SLAs, foster strong relationships with vendors and internal teams, and collaborated on long-term technology roadmaps and resource planning.

Cognizant at Blue Cross Blue Shield, Chicago, IL January 2017 to October 2024

SENIOR MANAGER OF DEVOPS PRODUCT IMPLEMENTATION

•Led end-to-end service delivery for multiple IT initiatives, overseeing resource allocation, project timelines, and deliverables across 35 cloud environments and 200+ microservices, ensuring alignment with business goals and IT service standards.

•Managed and optimized IT operations by overseeing the implementation of ITIL best practices, ensuring adherence to service levels and governance frameworks across all projects and service deliveries.

•Drove IT service improvement initiatives, building and maintaining strong stakeholder relationships to ensure alignment with business needs, while managing expectations on IT infrastructure capabilities and support services.

•Led the development of a strategic vision for IT service delivery, focusing on continuous improvement in system performance, architecture, and support processes to meet evolving business demands.

•Acted as a liaison between business stakeholders, engineering teams, and product owners to ensure that IT service delivery was responsive to business requirements and achieved on time, on scope, and within budget.

•Led cross-functional teams in the delivery of complex IT projects, using both Agile and traditional project management methodologies, while managing risks, mitigating issues, and ensuring a smooth deployment process.

•Conducted regular stakeholder meetings, providing strategic insight into project performance, governance, and continuous improvement efforts to enhance customer satisfaction and drive service excellence.

•Managed large-scale change management efforts, integrating these activities into Agile projects and ensuring that all stakeholders were well-prepared for transitions, minimizing operational disruptions.

•Developed comprehensive communication and stakeholder engagement plans, ensuring all parties were aligned on key project milestones, issues, and service delivery updates.

•Provided mentorship and leadership to global teams across multiple geographies (India, Mexico, New Jersey, Chicago), driving innovation, performance improvement, and alignment with organizational goals.

•Championed the standardization of IT services and applications, simplifying infrastructure and optimizing service delivery to meet both global and local business requirements.

•Drove improvements in service performance, SLAs, and vendor management, ensuring that services were delivered according to agreed-upon contracts and service level expectations.

Key Achievements

•Reduced Critical Production Incidents by 20% through proactive risk mitigation and root cause analysis, improving service stability across cloud environments and microservices.

•Achieved 95% On-Time Cloud Migrations by optimizing workflows and resource allocation, ensuring smooth and efficient transitions.

•Cut Deployment Errors by 30% by enhancing release readiness with automated testing and streamlined processes.

•Drove Change Management Adoption, improving stakeholder engagement and minimizing resistance during system transitions.

Collabera at Blue Cross Blue Shield, Chicago, IL August 2014 to December 2016

SENIOR INFRASTRUCTURE LEAD

Designed and deployed ServiceNow workflows, reducing deployment time by 80%, improving order management, and implementing standardized release playbooks to enforce IT governance policies.

Managed cloud infrastructure provisioning for BCBS claims systems, ensuring seamless integrations, scalability, and security compliance, while directing cross-functional teams using Agile and traditional project management to optimize IT service delivery.

Reviewed deployment code, approved releases, and conducted post-change smoke testing to enhance stability and minimize production risks, while leveraging workflow automation to streamline deployment processes.

Managed SharePoint implementations to centralize documentation and deployment artifacts, led Scrum meetings for deployment visibility, and provided IT process consulting, vendor negotiations, and client support to drive operational efficiency.

Previous Experience

Greenline Financial Technology, Chicago, IL, July 2010 to December 2013 HEAD OF PRODUCT AND VENDOR SERVICES

Geneva Trading, Chicago, IL, September 2008 to June 2010 E-TRADING SUPPORT MANAGER

Guava Tech Inc., Chicago, IL, March 2006 to June 2008 E-TRADING IT OPERATIONS MANAGER

Refco, Chicago, IL, April 2004 to December 2005 HELPDESK MANAGER

ABN Amro, Fortis Clearing Americas, Chicago, IL, March 2002 to April 2004 SENIOR IT SYSTEM TEAM LEAD

BP Amoco, Chicago, IL, June 1998 to February 2002 IT EXECUTIVE SUPPORT

Education and Credentials

Associate in Computer Technology

DeVry University, Chicago, IL

CERTIFICATES:

• Six Sigma Green Certified

• Six Sigma Yellow Belt Certified

• Google Core Infrastructure Certified

• Agile Project Management Certified

• Prosci-ADKAR Certified

• Change Management Certified

• Certified Business Analysis Professional

• ITIL Management Trained

PROFESSIONAL AFFILIATIONS & VOLUNTEERISM

• Hispanic Alliance for Career Enhancement (HACE)

• Boy Scouts of America

• Greater Chicago Food Depository

• El Valor - Volunteer Mentor for Youth and Hispanic Elderly Community Services

Contact this candidate