Christopher Swam

Accountable for Service Management and Integration practices and technologies, board of management IT KPI reporting, and management of operational relationships and performance of our suppliers.

• Established Chief Operations Office (COO) to steer strategic operational decisions across IT and serve as highest operational escalation fostering “One Team” culture with strategic suppliers, improving customer experience by 10%, and achieving 99% compliance with IT Systems.
• Architected and led Board of Management sponsored IT Service Management and Integration insourcing program resulting in 40% improvements in overall IT stability while achieving 20% reductions in overall operating cost.
• Developed operational design concepts for new IT Operating Model establishing end-to-end ownership centered on customer outcomes, autonomous teams, agile talent flow, and highly collaborative communities of experts

Responsible for IT Service Management, End-User Services, End-Point Engineering, Enterprise Content Management, Finance Management, and IT GRC capabilities and budgets.

• Established enterprise wide IT Service Management transformation program successfully implementing green-field ITIL processes and platform, ServiceNow
• Successfully integrated four acquired companies, directly accountable for establishing global M&A infrastructure templates and $100MM integration programs
• Saved $2MM annually by implementing cost-saving initiatives within telecom and hardware expense.
• Optimized desktop infrastructure during COVID-19 by implementing new Virtual Desktop capability, resulting in improved end-users mobility and enhanced security.
• Implemented new IT Finance and IT Governance, Risk, and Compliance organizations to maintain IT discipline during rapid company growth

• Established Continual Service Improvement initiatives that reduced Major Incidents by 50% and reported business downtime by 90%, increasing business reporting integrity and utilization of IT support resources
• Restructured Incident and Problem Management organizations resulting increasing execution quality by 18%
• Launched +$8MM Global Incident and Problem Management transformation project delivering harmonized processes and optimized process support organization structures
• Chaired weekly senior executive reviews of Incident and Problem Management performance, driving top-down process improvements
• Standardized service provider service levels for incident, problem, and event enabling consolidation of 50+ providers to 5.
• Led adoption of standardized real-time operations dashboards reducing reporting demand by 80%, recognized with Best of IT award

• Spearheaded Service Management platform virtualization and re-architecture providing platform resiliency across multiple data centers resulting in >99% up-time and improved performance
• Orchestrated Service Management platform upgrade and customization removal to reduce technical debt establishing paths to alternative cloud based solutions
• Implemented automate processes to exchange tickets, provision access, and establish role segregation in support of managed service provider engagements
• Mobilized Agile development teams to shorten release cycles by 6 weeks and reduce defect rates through enhanced development, testing and release processes
• Awarded "Innovator of the Year" by HP for innovation in architectural design and development/deployment processes

• Rehabilitated failing global Service Management technology consolidation program through fit-gap analysis and standardized organization change processes to successfully transition +1500 users and three Service Management solutions to single platform
• Inspired Service Management organization to transition from Waterfall release methodologies to Agile release processes by articulating vision and quantifying value of adoption
• Introduced robust System Development Life Cycle (SDLC) processes which established peer reviews of development work, standardized and controlled code migration processes, and leverage of standard code repositories