Janice Powell
Global IT Service Manager, Enterprise Service Operations @Westinghouse Electric Company
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WORK HISTORY
Global IT Service Manager, Enterprise Service Operations @Westinghouse Electric Company
Responsible for the strategic development and implementation of a 24x7 Global IT Service Desk which will service Westinghouse employees and customers globally. Lead the recruitment, training, and development of Service Desk Supervisors and staff, establishing a high-quality, professional, service oriented IT Technical Team that supports the company technology, software, and devices. Build and maintain relationships with business leaders and IT customers. Responsible for collaborating with IT Management teams to establish, define, and facilitate achievement of business objectives through use of ITIL and industry best practice models. Develop KPIs to ensure high customer satisfaction ratings and efficient operations, creating continuous improvement plans to increase productivity. Collaborate with business and IT leaders to increase support levels and drive internal customers to the Service Desk. Responsible for implementation of enterprise-wide SLA management, resulting in dramatic operational improvements. Responsible for development of a cloud-based IVR for the Global Service Desk, executing and managing partners for same. Responsible for knowledge, incident and service request fulfillment programs as well as end user self-service.
EDUCATION
ECPI University
Associates, Computer Science
SKILLS
ABOUT JANICE POWELL
I’m an experienced Senior IT Operations Manager with expertise in IT Service Management.…
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