Nicole W.

About Nicole W.

Hi, I’m Nicole West — an IT Service Management Manager at Hennepin County with over 20 years of experience leading ITSM practices and ITIL-based strategies in both the public and private sectors.I specialize in building and scaling ITSM frameworks that drive business alignment, improve service outcomes, and foster cross-functional collaboration. Over the past decade, I’ve helped establish Hennepin County’s Service Management Office and serve as the product owner for HaloITSM. I lead enterprise-wide process maturity and continuous improvement efforts across core ITIL domains, including- Change, Incident, Problem & Release Management- Knowledge & Service Catalog Management- Service Level Management & Major Incident Response- KPI development and Continuous Service Improvement (CSI)My leadership style is rooted in execution — I bring structure to vision, turning ideas into real, sustainable outcomes. With a dual Master’s in IT Management (MBA) and Human Resources, I bridge technology and people to deliver service experiences that work.Currently managing a high-performing team of 16 FTEs and 2 Supervisors, I’m passionate about empowering others and building a culture of service excellence.Let’s connect if you’re passionate about service transformation, process innovation, or creating human-centered ITSM solutions.Key Career Milestones• NACo 2025 Achievement Award Recipient for HaloITSM Implementation • Speaker at Pink Elephant 2026 focusing on creating a Service Management Office (SMO) and Integrating Service Management Practices • Speaker at HDI Minnesota miniCON2025 focusing on the HaloITSM implementation at Hennepin County• Education Speaker at the Government IT Symposium in 2017 on implementing Windows 10 throughout an organization using a repeatable release process • Education Speaker at the Government IT Symposium in 2018 on IT workforce planning and strategy focusing on creating relevant IT job descriptions and partnering with HR to conduct market study• Education Speaker at the Government IT Symposium in 2019 on IT workforce planning and strategy focusing on implementing IT job classifications using organizational change management and IT Release Management concepts

Experience

1. IT Service Delivery Manager for IT Service Management

   Hennepin County

   Sep 2021 — Present · Minneapolis, MN, US

   Manage the IT Service Management Office and ITSM Solution/Application. Responsible for developing and executing a Service Management strategy that is used throughout the organization with internal and external partners and stakeholders. Lead teams to develop, implement and maintain core IT Service Management processes within ITSM application including but not limited to: Change Management, Incident Management, IT Major Incident Management, Release Management (Project, Application & Hardware Refresh), Problem Management, Service Catalog/Service Request, CMDB, Service Catalog and Knowledge Management.

Education

• Concordia University-St. Paul

  Master of Business Administration - MBA, Information Technology

  2019

• Concordia University-St. Paul

  Bachelor of Applied Science (B.A.Sc.), Organizational Management and Communication

  2006 — 2008

• Concordia University-St. Paul

  Master's degree, Human Resources Leadership

  2015 — 2017