Lynette Klue-Baker
- Role
- Service Delivery Ops Lead Senior Manager at Accenture
- Location
- Fredericksburg, VA, US
- LinkedIn followers
- 500 followers
About Lynette Klue-Baker
I am an IT Service Management & Asset Management Leader with 30 years of IT experience…
Experience
Service Delivery Ops Lead Senior Manager
Dec 2017 — Present · US
Dec 2017 – PresentCareer Progression: Senior Manager, Advanced Applications & Cloud Support (2022–Present)| ITSM Senior Manager (2019–2022)| ITSM Manager (2017–2019)Lead enterprise IT Service & Software Asset Management (SAM) programs across healthcare, oil & gas, and financial services, with a focus on ServiceNow SAM Pro enablement, governance, and ITSM maturity. Provide thought leadership to CIOs and ITAM leaders, reframing ITAM from a compliance burden into a strategic, value-generating function.Key contributions include establishing governance frameworks, practice growth, and risk management strategies to ensure delivery quality and financial performance. Directed recovery initiatives and quality assurance for managed services, restoring client confidence and driving long-term engagement. Oversaw practice leadership in South Africa, aligning ITSM offerings to client needs while developing internal capability.Selected Projects:Healthcare – SAM Pro Publisher Onboarding: Delivery lead for 15 major software publishers; established entitlement maturity roadmaps, securing a 3+ year managed services contract.Oil & Gas – SAM QA Leadership: Designed governance, identified improvements, and optimized managed service operations, resulting in contract renewal and efficiency gains.Oil & Gas – Technology Roadmap: Delivered a SAM maturity-aligned roadmap, preventing regression and enabling optimal migration timing.Market Analysis: Evaluated suppliers for custom license management solutions, influencing executive investment decisions.Practice Growth – South Africa: Built ITSM consulting practice, mitigating delivery risks and ensuring profitability across programs.Skills Applied: ServiceNow SAM Pro · IT Asset Management · ITSM Strategy · Governance & Compliance · Vendor & Risk Management · Organizational Change · IT Financial Management
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