Nicole Gard

About Nicole Gard

I’m an IT Service Management leader who thrives at the intersection of technology, governance, and human connection. My career has been shaped by one consistent goal: deliver reliable, compliant, high-performing IT services while never losing sight of the people who rely on them, because I\'m truly passionate about a people-first approach. Currently, I serve as an IT Service Manager, overseeing end-to-end service management practices across enterprise platforms. I orchestrate incident, problem, change, and configuration management while ensuring strict alignment with ITSM frameworks, SOX controls, ITPF assessments, and governance policies. I partner closely with InfoSec, vendors, and internal stakeholders to minimize risk, optimize cost, and continuously elevate service performance—leveraging KPIs, SLAs, and actionable reporting to drive transparency and improvement at every level.Previously, as an IT Solution Expert / Application Specialist, I worked hands-on with global ERP teams and users to design, implement, and support cloud-based enterprise solutions. From Azure DevOps project management and Dynamics 365 security architecture to EDI service ownership and audit readiness, I became known for translating complex technical challenges into practical, compliant, business-ready solutions. I’ve supported post-acquisition ERP migrations, led vendor and budget management, and consistently reduced audit findings through proactive controls and risk mitigation.What truly differentiates me is my foundation outside of IT. My earlier experience in Human Resources, Guest Experience, and Corporate Development sharpened my ability to build trust, communicate with intention, and lead with empathy. I’ve managed onboarding and compliance at scale, driven employee engagement and recognition programs, owned high-revenue client portfolios, and cultivated long-term relationships across diverse stakeholders. This background allows me to bridge technical execution with organizational culture—an advantage in today’s people-driven IT landscape.Whether stabilizing critical services, preparing for audits, navigating organizational change, or elevating the customer and employee experience, I show up as a steady partner who delivers results.Core strengths:IT Service Management | IT Governance & Compliance | SOX & ITPF | ERP & Cloud Solutions | Vendor & Contract Management | Process Optimization | Audit Readiness | Stakeholder Engagement | People-Centered Leadership

Experience

1. IT Service Manager

   Philip Morris International U.S.

   Mar 2025 — Present · Owensboro, KY, US

   Oversee and manage the execution of service management practices across the assigned platforms, ensuring consistent service delivery and adherence to ITSM standards, along with agreed upon SLAs.• Orchestrate IT services, including incident, problem, change, and configuration management while overseeing third party support teams.• Foster collaboration with InfoSec team and maintain compliance for relevant applications to minimize or eliminate deficiencies through SOX controls and ITPF assessments.• Implement and perform security and access role, sensitive risk, and SOD reviews on a quarterly & biannual basis.• Ensure compliance with IT governance policies and service management frameworks.• Conduct regular service performance reviews and drive continuous improvement via strategic project leadership and insight.• Partnered in EDI implementation for a large-scale initiative to establish a state-of-the-art, scalable manufacturing facility and distribution center process overhaul. Conducted comprehensive assessments of technology infrastructure, workflows, data governance, system integrations, cybersecurity controls, digital capabilities, and regulatory compliance to design a repeatable framework for future site expansions. • Technical project manager, led the technical workstream for major banking transition from PNC to Citibank, ensuring seamless data mapping, vendor alignment, and full-cycle testing delivering a 100% successful implementation with zero operational disruptions.• Ensure consistent use of KPIs, SLAs, and other metrics to monitor service performance.• Collaborate with external vendors and internal stakeholders to align service delivery with business needs.• Support vendor performance management and contract negotiations through SLA standards, improved versions, and technology landscape.• Lead initiatives for process optimization by collaboration with internal stakeholders, delivery/solution teams, and interdepartmental resources.

Education

• Austin Peay State University

  Bachelor of Science (B.S.), Mass Communication with an emphasis in Sports Broadcasting

  2010 — 2014

• Belmont University

  Master of Sport Administration (M.S.A), Sport and Business Administration/Management

  2015 — 2017

• Union Commonwealth University

  Bachelor of Science (B.S.), Mass Communications and Sports Management

  2009 — 2010