Kelly Smothers

Chief, Information Techology Service Management @US Army Corps of Engineers

I serve as the Chief, IT Service Management Office for the Army Corps of Engineers (USACE) CIO/G6 Program and Project Management Directorate. In this role and I am responsible for implementing and managing the USACE-wide IM/IT services, quality and data management programs and aligning them to the USACE business needs. I do this through establishing quality service, operational quality policies, training, managing Service Level Reporting and coordinating quality improvements through inspections and customer feedback, I evaluate the overall effectiveness of the USACE IM/IT service and quality program. Implementing faster change as required, always considering risk. In my role as ITSM Chief I act as the agency\'s single point of responsibility for Service and Quality Management of all IM/IT services delivered to the enterprise for all Corps sites comprised of employees. In this role I develop quality standards and processes, monitor and report on service quality across all IM/IT service delivery areas USACE-wide using state of the art analytics and reporting. I oversee the development and deployment of tools and methods used to assist USACE customers and stakeholders in requesting and delivering of ACE-IT services. I perform broad coordination directly with Program Executive Officers, Program Managers, Project Managers, Product Managers, heads of Departmental Service Agencies, and senior command organizational directors, chiefs, and liaison officers. I provide oversight of service quality and the data management program that thoroughly documents the service quality delivery processes measured against baselines that the customer understands.