Molly Holladay

About Molly Holladay

Occasionally audacious and generally irrepressible, I bring my authentic self to every…

Experience

1. Director of IT Service Management

   Five Below

   Jan 2023 — Present · Philadelphia, PA, US

   Driving IT Service Management (ITSM) and IT Operations Management (ITOM) excellence for a $3B+ retailer with over 1,800 stores across 45 states. I lead strategic initiatives and oversee daily operations to improve scalability, governance, process efficiency, and service performance. My work integrates ServiceNow with enterprise systems to deliver measurable business value while ensuring alignment with ITIL best practices.Key Achievements:• Building an internal retail-store help desk to improve incident resolution and service delivery for all store locations• Partnering with Identity & Access Management to design and deploy a Role-Based Access Control framework integrating SailPoint and ServiceNow for secure, compliant access (and deprovision of access) to key enterprise systems• Leading the ITOM program encompassing asset management, configuration management, and multi-vector discovery (servers, network, cloud) to boost visibility and governance across the IT infrastructure• Standardizing ITSM processes, SOPs, and knowledge management practices to improve service quality, compliance, and operational maturity• Delivering executive-level performance reporting, dashboards, and strategic roadmaps to guide IT investment and business alignment• Partnering with Internal Audit to strengthen IT controls, address compliance gaps, and ensure adherence to governance requirements• Managing a diverse, distributed team (including offshore and nearshore resources) and vendor partnerships to deliver large-scale, high-impact solutions

Education

• University of Northern Iowa

  Business Administration and Management, General

Skills

• Project Management
• Incident Management
• Strategy
• Program Management
• Management Consulting
• Management
• Process Improvement
• IT Strategy
• Cross-Functional Team Leadership
• Business Process Improvement
• Service Management
• Software Development Life Cycle (Sdlc)
• Service Delivery
• IT Service Management
• Change Management
• Consulting
• Itil
• Analysis
• Enterprise Software
• Continuous Improvement
• Servicenow