Michael Cooley
Change Manager, Service Delivery, & IT Governance
- Role
- Manager, IT Service Delivery & Governance at ITG Brands
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
Experience
Manager, IT Service Delivery & Governance
Jul 2024 — Present · Charlotte, NC, US
Responsible for the IT infrastructure at a 1-million-square-foot manufacturing plant, ensuring 24/7 support to maintain operational efficiency and uptime over 3 shifts.• Lead IT service delivery operations, ensuring alignment between business needs and IT services across manufacturing and office environments.• Serve as the Change Manager, leading weekly CAB meetings and approving E-CABs as needed, ensuring controlled change processes and minimized risks.• Utilize ServiceNow for Incident, Problem, Change, and Asset Management, optimizing service delivery and tracking performance metrics.• Oversee IT governance, developing policies, procedures, and compliance frameworks to maintain service excellence.• Manage break/fix support, user assistance, and equipment distribution, optimizing IT service performance and user satisfaction.• Develop and track key service performance metrics (SLAs, uptime, user satisfaction) to drive continuous improvement.• Act as a liaison between business units and IT teams, ensuring transparent communication and efficient service execution.• Spearheaded IT infrastructure projects, including reassessment and procurement of AV and conference room technologies.• Manage vendor relationships and IT service contracts, ensuring cost-effective and high-quality service delivery.
Education
University of South Carolina
Bachelor's degree, Information Technology and Business Management
Indiana Wesleyan University
Master of Business Administration - MBA
Skills
- Ibm Tivoli Storage Manager (Tsm)
- Closed-Circuit Television (Cctv)
- Team Leadership
- Sharepoint
- Cisco Telepresence
- Itsm
- Active Directory
- Windows Server
- Information Security
- Printer Support
- Business Resumption Planning
- Storage Area Network (San)
- Change Management
- Microsoft Office
- Data Center
- Audio Visual Support
- Disaster Recovery
- IT Management
- Laptops
- Desktop Administration
- Wireless Technologies
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