Sean Lucas
Versatile Healthcare IT Leader💪🏥 | People + Team Development 🌱 | IT Service Management 🔄 | Digital Workplace 💻 | Product Ownership 🎯 | Service Delivery 🚀
- Role
- Director, IT Service Management at Intermountain Health
- Location
- Columbus, OH, US
- LinkedIn followers
- 500 followers
About Sean Lucas
Healthcare IT leader with 18+ years in the industry, including 14+ years in leadership…
Experience
Director, IT Service Management
Aug 2022 — Present
Responsible for the development and delivery of service management practices to drive service efficiency and excellence• Successfully led merger of two IT Service Management programs from a people, process, and tool perspective, including re-platforming ServiceNow with 3,500+ fulfillers, supporting caregivers• Established culture of first mover mindset, staying on the bleeding edge of ServiceNow\'s capabilities• Featured speaker at ServiceNow\'s Knowledge 2025 Conference on the topic of \"Enhancing Security and Compliance: Intermountain Health’s Journey to Resilience\"• Key leader in world’s first modernized INFRAM Stage 7 validation for pioneering excellence in outcomes• Featured speaker at ServiceNow\'s Knowledge 2024 Conference on the topic of \"Change enablement: Unifying two change management cultures with ServiceNow\"• Successful deployment of Business Continuity Management (BCM) to support IT BCM and Enterprise Emergency Management, rationalizing 20+ tools down to 1 and saving hours annually• Drove 67% reduction in major incidents and 80% reduction in major incidents caused by change• Deflected 20% of ticket volume to Service Desk resulting in annually in cost avoidance and reduced resolution times• Established IT Service Management program scorecard to create visibility to IT leadership and drive improvements• Successful deployment of Vulnerability Response and Integrated Risk Management modules and processes, delivered on time and under budget to improve our cybersecurity and compliance posture
Education
West Liberty University
Bachelor of Science (B.S.), Business Information Systems
2005 — 2010
West Liberty University
Bachelor of Science (B.S.), Business Administration Computer Information Systems
2005 — 2010
Strayer University
Master of Business Administration (M.B.A.), Information Systems Management
2010 — 2012
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