Nicholas Marshall

IT Operations Manager @Domestic & General

Chicago, IL, US

Directed IT strategy and operations for the U.S division of the UK\'s largest appliance care provider, aligning local execution with global objectives.• Championed initiatives to improve service experience, enhance communication, responsiveness, and transparency across all stakeholder touchpoints.• Implemented quality assurance and risk management measures to proactively identify service delivery gaps and drive continual improvement.• Oversaw governance and resiliency planning, enforcing service management policies and standards to ensure compliance, consistency, and operational readiness.• Acted as the primary liaison for vendor and supplier management, handling service delivery escalations, inquiries, and contract alignment.• Achieved an 18% reduction in incident volume through targeted system optimizations, process automation, and proactive stakeholder training.• Directed the implementation of key Service Now automated workflows, significantly improving operational efficiency and consistency.• Delivered monthly KPI and trend analysis reports to executive leadership, enabling data-driven decision-making and performance management.• Conducted regular service review meetings with internal and external stakeholders to prioritize development efforts and guide continuous service improvement.

DeVry University

Bachelor of Science (BS)