Director IT Infrastructure Operations And Service Management

JIM KNUTSON

Pewaukee, WI ***** 414-***-****

**********@**.**.*** www.linkedin.com/in/jamesknutson

DIRECTOR – IT INFRASTRUCTURE, OPERATIONS AND SERVICE MANAGEMENT

Customer-Focused Leader Aligning IT Teams & Solutions to Deliver Business Results

Accomplished leader and team builder driving collaboration and communication at all organizational levels. Specialize in delivery and continuous improvement of IT infrastructure, operations, and service delivery. Energetic servant leader, motivating high-performing customer-focused IT teams to drive consistent and efficient execution. Committed to delivering positive business impact.

Business & IT Alignment

Strategic Planning & Strategy Execution

Customer Relationship Management, Service & Support

Program & Project Management

Strategic Sourcing & Vendor Management

Automation, Cost Containment & Efficiency

Operations Transformation, Cloud Enablement & DevOps

Application Development

Corporate Governance, Audit, Compliance & Risk Management

PROFESSIONAL EXPERIENCE

ASSOCIATED BANK, Green Bay, WI

Senior Vice President 2016 – 2024

ASSOCIATED BANK, Green Bay, WI

Director, IT Infrastructure, Operations, and Service Delivery 2016 – 2024

Led diverse and successful IT teams responsible for delivering high-quality, cost-effective business services, including strategy, enterprise architecture, infrastructure engineering, datacenter, network, unified communications, 24/7 operations, IT service desk, end user computing, and field engineering teams consisting of 7 managers and 150 employees.

• Delivered superior financial results with annual favorable variances ranging between 2% – 10% on $50M expense plan.

• Leveraged automation and technology, continuously improving 24/7 operations, reducing costs, and improving service delivery 2% annually.

• Developed executive reporting for ITSM services, demonstrating key metrics for incident, problem, change, and configuration management processes, achieving annual improvement in metrics and KPIs.

• Directed successful execution of enterprise-wide technology projects including Microsoft O365 and annual technology refresh programs, eliminating end-of-life hardware / software, reducing risk, and ensuring audit requirement compliance.

• Implemented new core network with modern design, high resiliency, and automation, saving $1.5M annually.

• Implemented Hyper-Converged Infrastructure (HCI) strategy that delivered cost savings, efficiency, and flexibility.

• Supported successful implementation of enterprise-wide initiatives, including digital transformation, data transformation, cloud migrations, mergers, acquisitions, and divestitures.

TRUSTAGE (fka CUNA Mutual Group), Madison, WI

Vice President 2010 – 2015

TRUSTAGE (fka CUNA Mutual Group), Madison, WI

Director, IT Service Management (ITSM) 2010 – 2015

Established IT Service Management (ITSM) organization to ensure successful 24/7 delivery of high-quality, cost-effective, and customer-focused business services by implementing Plan-Build-Run operational model. Organization drove strategy, planning and technical architecture, engineering and design, administration, and operations. Diverse teams consisted of 5 managers, 165 employees, and 50 contract resources.

• Delivered superior financial results with annual favorable variances ranging between 2% – 4% on $40M expense plan.

• Utilized automation and technology that continuously enhanced 24/7 operations, reduced costs, and improved service delivery 2% annually.

• Developed executive reporting for ITSM services demonstrating key metrics, action plans, and accomplishments, reducing high-impact service interruptions 7%, lowering incident tickets requiring manual intervention 14%, and dropping mean-time-to-resolution of severity 1 issues 91%.

• Directed successful execution of technology projects including enterprise-wide upgrade to Windows 7, Unified Communications Telephony that delivered modern contact center capabilities and Workload Automation project replacing manual job scheduling with automated processes while decreasing expense and improving service.

• Drove implementation of private cloud multi-datacenter strategy, enabling delivery of high availability services, expanding capacity, and improving business resiliency / disaster recovery capabilities with no increase in annual corporate expense.

• Facilitated collaboration with IT peers and business partners to deliver improvements in enterprise architecture, application development, security, and shared services that supported organizational goals, objectives, and strategies.

ADDITIONAL EXPERIENCE

FIS (fka Metavante Corporation and M&I Data Services), Milwaukee, WI

Vice President 1985 – 2009

FIS (fka Metavante Corporation and M&I Data Services), Milwaukee, WI

Director 1985 – 2009

FIS (fka Metavante Corporation and M&I Data Services), Milwaukee, WI

Business Strategy Manager, Production Operations and Service Delivery 1985 – 2009

Established and led successful 24/7/365 teams, including Command Center, Production Scheduling, IT Service Desk, Network Operations, Incident/Problem/Change Management, and Datacenter Infrastructure that delivered high-quality, cost-effective, and customer-focused business value.

Diverse teams consisted of 4 direct and 8 matrix managers, 250 employees, and 30 off-shore resources.

• Delivered superior financial results with annual favorable variances ranging between 2% – 10% on $25M expense plan.

• Created a Quality Index reducing client impacts 50% and increasing customer satisfaction 10%.

• Orchestrated resolution of client impact and service delivery issues by providing focus, directing resources, establishing priorities, facilitating internal/external communications, and managing implementation of preventative measures

EDUCATION

Bachelor of Business Administration (BBA), Management / Computer Systems,

University of Wisconsin, Whitewater, WI

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