Matthew McElwain
IT Operations & Customer Success Leader | Director of IT | Observability & Service Management Strategist
- Role
- Technical Operations Leader & Customer Success at IBM
- Location
- Painesville, OH, US
- LinkedIn followers
- 500 followers
About Matthew McElwain
As a Technical Operations Leader at IBM, I provide strategic technical leadership across…
Experience
Technical Operations Leader & Customer Success
Oct 2021 — Present · US
Lead a team of Technical Account Managers (TAMs) responsible for driving operational success and adoption of full-stack observability across enterprise clients. Serve as a strategic partner to executive sponsors and operations leaders, aligning monitoring, automation, and performance visibility initiatives with organizational goals.Key Achievements & ResponsibilitiesLeadership & Enablement: Manage, mentor, and develop a high-performing TAM team supporting complex enterprise environments across application, infrastructure, and cloud domains.Operational Excellence: Built and scaled customer success frameworks that improved uptime, service reliability, and cross-team collaboration between IT Ops, SRE, and DevOps groups.Executive Engagement: Serve as the operational liaison to senior technology leaders, guiding modernization efforts and ensuring measurable business outcomes through observability and automation initiatives.Transformation Delivery: Partner with customers on modernization roadmaps — integrating observability into CI/CD, incident response, and service management practices.Data-Driven Impact: Established operational KPIs for service health, agent coverage, and performance metrics, driving continuous improvement and executive visibility.Cross-Functional Leadership: Collaborate closely with Sales, Product, and Engineering to ensure smooth onboarding, technical alignment, and long-term customer success.Core Competencies:Team Leadership • Technical Account Management • IT Operations Strategy • Observability & Monitoring • Automation Enablement • Customer Success • Cloud & Infrastructure • KPI-Driven Management
Education
Keller Graduate School of Management of DeVry University
Masters of Business Administration - MBA, Computer and Information Systems Security/Information Assurance
2006 — 2008
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