Stephen Kelly

Managed end-to-end implementation of IT Service Management System: Freshservice

• Coordinated with stakeholders for understanding and addressing their requirements during system roll-out process.
• Delivered timely and under-budget project completion with strong leadership skills.
• Led cross-functional teams to drive success in project deliverables.
• Ensured effective communication, resulting in smooth project execution.
• Oversaw vendor relationships for optimal resource utilisation during implementation phase.
• Drove user acceptance testing processes, confirming system readiness before go-live dates.
• Created and delivered knowledge transfer sessions amongst team members, fostering a collaborative work environment.
• Developed, Implemented and managed Change Management process across international business with key locations in Europe and US.
• Established Asset Management lifecycles and process flows for IT, facilities and business departments. Subsequently configured, implemented and maintained asset inventory and CMDB in Freshservice ITSM system.
• Implemented formal Incident Management Process across IT and Business Operations. This included introduction of Incident Reports and lessons learned (post-mortem) sessions for major/critical Incidents.

Responsible for ensuring operational readiness for services transitioning into live support environments including SLA agreements and implementation along with input into post go-live support and project closure activities.

• Introduced improvements to Change Management procedures and policies utilising ITIL standards and configuring JIRA Service Management and ServiceNow system improvements. Number of Change-related incidents decreased by 50% while volume of successful IT changes increased by 30%.
• Managed cross-department project and established comprehensive end to end (E2E) Project Management process.
• Introduced decommissioning governance process to facilitate formal shutdown of all IT applications/systems/services across KBC Ireland.
• Planned and coordinated resources required for successful implementation of change projects.
• Collaborated with stakeholders, achieving alignment on execution of change initiatives.
• Identified and engaged key stakeholders, fostering relationships and communicating change benefits.

Senior Responsible Officer of Change, Release, Incident, Problem and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

• Lead adoption and deployment of company wide ITSM policies and solution – from concept to adoption.
• Introduced release and change management processes by combining ITIL standards and Agile software development methodologies. Monthly successful deployment of releases increased from 30% to 95%.
• Implemented formal Incident Management Process across IT and Business Operations. This included introduction of Incident Reports and lessons learned (post-mortem) sessions for major/critical Incidents.
• Co-ordinated go-live and service introduction of new Microsoft Dynamics AX ERP system, which involved alignment and directing of over 135 individuals across multiple internal teams/departments and 3rd parties.

People and performance management of 25 direct reports across two teams comprising of junior to senior engineers, working across both first and second level support in 2 locations (Dublin and Galway).

• Earned highest rated Employee Engagement scores in Global Support Centre Ireland 3 years running (85%, 96% & 96%)
• Transformed low performing team to best performing team in Ireland. Customer satisfaction scores increased from average 58% in 2014 to 80% in 2016. Resolution time of incidents was reduced by 48%.
• Global programme coordinator of Root Cause Analysis (RCA)/ SAP Mission Critical Support (MCS) with dotted line reporting of team managers based in Brazil, China and India in relation to process operations.