ITSM Sr Manager, Tools Implementation
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Joy McGovern is a visionary business leader with experience turning around failing programs and implementing governance structures. She has strong program management skills in both traditional and Agile methodologies. Her experience includes implementing ITSM tools, large-scale program management, process design, and continual service improvement. She has a background in IT operations, project management, and process improvement at Wipro and IBM.
ITSM Sr Manager, Tools Implementation
- 1. Joy L. McGovern 303-815-6343 joylmcgovern@gmail.com
- 2. Visionary business leader that has proven success in turning around failing programs, implementing governance structures for long term success, designing and streamlining effective processes and implementing controls and metrics for continual service improvement of those processes. Program manager with strong knowledge of both traditional waterfall and Agile project management principles who can leverage creative problem solving and take decisive action when needed to achieve success.
- 3. ITSM Tools Implementation and Management (CA Tools Suite) Large-scale program management Process design and control Continual service improvement Organizational change management Cost analysis and reduction Governance of process and services Leadership of global teams Software and Infrastructure Project Management
- 4. CA Service Desk Microsoft Office Suite CA Service Catalog Microsoft Project Xtraction SharePoint xMatters Infrastructure and Data CA Process Automation Center Management (ITPAM) CA Asset Portfolio Manager CA Clarity PPM
- 5. Wipro/Infocrossing 2007- 2012 methodologies Positions Held: Promoted to Senior Manager of ITIL and Governance and given HR responsibilities for 3 teams - Sr. Manager ITIL and Governance after success implementing new ITIL-aligned Incident - Sr. Project Manager and Request tools and processes - Customer Portfolio Manager Moved 100 FTE of work to India in 1 year Developed governance model for managing resources Accomplishments in India and US jointly Recommended for promotion to Director of ITIL Tools Prevented any jobs from being lost during off-shoring of and Governance - currently pending work by analyzing organic growth opportunities, normal attrition and off shore skill-sets and on-boarding times Added responsibility for ownership and administration for the Clarity PPM tool set Reduced off-shore program travel costs significantly by setting up corporate apartment housing, negotiating Decreased contractor and consultant costs by international hotel rates and setting up group shot approximately $1 million dollars for CA Technologies clinics tools implementation (CA Service Desk and complementary tools) Identified $5 million savings in service delivery costs via monthly financial analysis and trending Reduced time to enter a change by over 50% by streamlining processes Standardized delivery of portfolio management services across all portfolio accounts, leveraging standard Shortened time to onboard a customer from weeks to template and reporting metrics hours by implementing standard processes and templates used by all Project Managers during new customer migrations Defined new go to market strategy for ITSM tools allowing tiers of service Successfully managed 2 projects with high risk to the service delivery organization by using sound organizational change and program management
- 6. IBM Global Services, Boulder, Colorado 1997 - 2007 Recognition awards for three years straight Positions Held: Promoted to Configuration Management Lead - Measurements &Reporting Project within 4 months of joining the team Manager Significantly reducing training time for both end users - Configuration Management Lead and new employees by designing and implementing the first on-line user training for the Configuration - Configuration Manager Management service offering - Project Manager Created the initial process for managing configuration - Desktop Support Technician data using databases rather than spreadsheets Reconciled 98% of 10,000 assets deployed during a Accomplishments: refresh project by carefully managing the tools and processes used during the deployment Successfully implemented $200,000 business transformation reporting solution with an aggressive Improved customer satisfaction and reduced the time to schedule on time with a high degree of satisfaction train new employees by documenting many desktop support procedures, making them repeatable and Reduced data load time for large accounts by consistent approximately 75% by identifying and applying automation and process improvement points Improved data health on average 15% across 12 high dollar accounts through implementation of continuous service improvement metrics and controls Managed design cycles and development projects for new Configuration Management Tool releases Managed the program of migrating over 200 clients to a new Configuration Management tool set Received maximum allowable number of Peer
- 7. Education: Westwood College of Technology Course emphasis: NT, Novell and UNIX servers and TCP/IP networking, Microsoft Office Suite, C++ programming language University of Central Florida – Bachelor of Arts (cum laude) Major: Legal Studies Course emphasis: Legal research and writing, case analysis, corporate law Certifications: PMP ITIL Foundations v2