Shelly Dallmann

About Shelly Dallmann

Global IT Service Operations, Application Management, and Vendor Management Executive with 20+ years of experience leading large-scale, enterprise technology operations in highly matrixed, fast-growth environments. Proven track record scaling application and service delivery, governing complex third-party vendor ecosystems, and driving measurable improvements across cost control, capacity planning, reliability, security, compliance, and business continuity.Expert in end-to-end application lifecycle management, IT service management (ITSM), and vendor governance, including contract negotiation, SLA/KPI management, financial oversight, and risk management. Deep experience across Fixed Price, Time & Materials (T&M), Managed Services, Offshore Development Centers (ODC), Staff Augmentation, Hybrid delivery models, and SaaS-based services.Known for building data-driven operating models, leveraging KPIs, automation, BI dashboards, and AI-enabled analytics to improve service health, reduce incident volumes, shorten MTTR, and scale support operations globally. Led initiatives that increased service uptime, improved stock and capacity planning, reduced cost-to-serve, strengthened compliance posture, and enhanced customer and employee experience.PMP®-certified leader recognized for navigating ambiguity, partnering with senior executives, and translating strategy into execution through strong program management, governance frameworks, and operational rigor. Trusted advisor to Sales, Engineering, Security, Finance, Legal, and Procurement teams.Passionate about mentoring leaders, succession planning, and building high-performing global teams. I thrive at turning operational complexity into clarity, aligning IT services with business outcomes, and using technology as a catalyst for scale, resilience, and innovation.

Experience

1. Sr IT Manager

   Amazon Web Services (AWS)

   Nov 2018 — Present

   Led a multi-channel customer engagement ecosystem (voice, chat, ticketing, self-service, in-person) to surface real-time customer health signals, while managing a 215-member IT support team serving 280+ locations worldwide• Ranked in the top 5% of enterprise people managers for employee satisfaction and engagement.• Managed $38M annual vendor and program budget with strong SLA, KPI, and financial governance.• Improved IT vending machine uptime from 87% to 99% within 90 days across 324 units handling ~1 million items annually.• Owned executive governance of global IT Asset Disposition (ITAD) and reverse logistics partners, enabling a 50% increase in throughput while strengthening compliance, asset recovery, and lifecycle value.• Launched and operationalized NPS for IT services, acting as the voice of the customer to translate feedback and operational data into initiatives that established baseline sentiment, reduced risk, and improved adoption and satisfaction.

Skills

• Strategic Planning & IT Support Operational Design
• People Management & Team Building
• Cross-Functional Team Leadership
• Integration
• Customer Relationship Management
• End User Infrastructure Services
• IT Finance Management, Vendor Management & Negotiation
• Roadmaps for Operational Transformation
• Management
• Leadership
• Managed Service Governance
• Help Desk & Incident Management
• Process Improvements and Implementation (Itil)
• Call Center & Contact Center
• Service Delivery Management
• Outsourcing
• Crm
• Itil
• Global Computing Services
• Process Improvement
• Budget Management &Financial Analysis
• Vendor Management
• Global IT Operations & Delivery
• Product Management
• IT Security & Regulatory Compliance (Sox, Pci)