Michelle Williamson
East Alton,IL
Summary
Strategic, metrics-driven IT Operations leader with 20+ years delivering ITSM, global service delivery, supplier performance management, and continuous improvement at enterprise scale. Proven ability to enable Lean/Kaizen outcomes through MI, operating rhythms, and vendor governance—stabilizing global operations, reducing cycle times by up to 50%, and delivering multi-million-dollar cost savings. Targeting Director, IT Operations at to drive operational excellence, supplier accountability, and resilient manufacturing / supply-chain IT services.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Senior Manager, HR Operations
The Boeing Company
2022 - Current
- Consolidated Post Offer Check, Onboarding, and New Employee Orientation into a single operating model covering a $24M SOW.
- Centralized supplier governance for 120 global supplier resources; established SLA scorecards, monthly performance reviews, and tiered escalation — increased supplier accountability and faster remediation.
- Designed and deployed a ServiceNow-based tiered support model to reduce handoff delays and shorten supplier response time.
- Implemented AI-assisted analytics to detect escalation trends, optimize SLAs, and drive supplier corrective action.
- Led a two-week Kaizen workshop with international sourcing partners; standardized global operating procedures that reduced cycle time 20% and improved quality 10%.
- Reorganized SOW into five task-based teams, aligning suppliers by capability and improving throughput and traceability.
- Built operating services to govern portfolio & project delivery for Workday/ServiceNow re-implementation; instituted QBR cadence and MI for predictable operations.
- Prioritized transformation backlog using product/portfolio metrics to ensure delivery against business outcomes.
Learning & Development Technology Senior Manager
THE BOEING COMPANY
02.2020 - 12.2021
- Focused outcomes: ITSM/Agile adoption, delivery predictability, fit-for-use quality.
- Implemented Scaled Agile and Plan/Build/Run product teams; created product metrics and release cadences.
- Reduced Fit-For-Use cycle time 20% through process improvements, training, and defined acceptance criteria.
- Deployed MI dashboards to measure product health and prioritize high-value work.
Service Manager, Enterprise IT Operations
The Boeing Company
12.2018 - 02.2020
- Launched DevOps maturity program (DMAP) and Tableau dashboards to prioritize automation investments.
- Formed autonomous work cells and standardized deployment pipelines that reduced variability and improved incident remediation timelines.
- IT Environment Build — Service Manager, Product Systems Jan 2018 – Dec 2018 Focused outcomes: environment reliability and standardized delivery.
- Managed environment builds for ~1,400 applications; standardized work packages and automation to increase throughput 20% and reduce delivery time 15%.
- Implemented global work cells and follow-the-sun execution while maintaining export/access compliance.
IT Operations Manager
The Boeing Company
01.2014 - 01.2018
- Focused outcomes: Lean/CVQ improvements, MI, and cost control.
- Introduced One IT service management approach and Lean+/CVQ practices; realized $1.5M in productivity improvements.
- Implemented KPI/CSF frameworks and cost management aligned with long-range planning.
- IT Business Operations & Security/Compliance — Service Manager Mar 2014 – Jun 2017 Focused outcomes: consolidation, compliance, and cost optimization.
- Consolidated Security & Compliance services for 730 apps; achieved a 20% cost reduction (~$685K).
- Scaled security service to cover 4,000 apps enterprise-wide and delivered >$3M cumulative savings; improved audit readiness.
- Managed global security operations (75 staff) and led disaster recovery, DFARS, SOX, and other compliance programs.
Earlier Roles
Boeing
01.2002 - 01.2014
- IT Software Development Manager; IT Project Manager / Business Partner Analyst; IT Team Lead; Environment & Release Mgmt PM; IT Security Analyst — Boeing (2002–2014)
Education
MBA - Management Information Systems & Project Management
Southern Illinois University
BS - Business Administration (Finance)
Southern Illinois University
Skills
- Proficient in ITIL frameworks
- ServiceNow platform management
- Incident / change management
- Supplier management
- Global operations management
- CSI / Lean / Kaizen
- Application security
- Compliance (DFARS, SOX)
- Disaster recovery planning
- Microsoft 365 tools
- Jira project management
- OKR / KPI / SLA tracking
Affiliations
- Catholic Charities Advisory Board Member
- Masterclass Speaker, Degreed LENS: Understanding Learning Tech Ecosystem
- Boeing Leadership & Literature Program Sponsor
- Madison County Court Appointed Special Advocate (CASA) for Children
- Boeing IT&DA Diversity & Inclusion Council Advisory Board Leader
- Boeing Enterprise Leader for the Group Enterprise Mentoring Program
- Boeing St. Louis IT Global Month of Service Planning Leader – STEAM Event
- Waves of Change: Technology All Star Award
SELECTED METRICS & IMPACT
- Onboarding scale: 31,684 hires supported; 50% reduction in post-offer cycle time.
- Supplier governance: managed 120 suppliers; implemented SLA scorecards and tiered escalation model.
- Portfolio governance: consolidated $23M–$24M SOWs and governed outcomes tied to supplier KPIs.
- Cost & efficiency: >$3M cumulative savings from consolidation; $1.5M productivity gains via Lean/CVQ.
- Throughput & delivery: +20% environment build throughput; ~20% Fit-For-Use cycle time; ~15% delivery time.
Certification
- ITIL Foundations
- Scrum Master
- Leading SAFe (trained)
- User-Centered Design Advocate
- Generative AI Advocate
- John Maxwell Team: Speaker/Mentor/Coach
Timeline
Learning & Development Technology Senior Manager
THE BOEING COMPANY
02.2020 - 12.2021
Service Manager, Enterprise IT Operations
The Boeing Company
12.2018 - 02.2020
IT Operations Manager
The Boeing Company
01.2014 - 01.2018
Earlier Roles
Boeing
01.2002 - 01.2014
BS - Business Administration (Finance)
Southern Illinois University
Senior Manager, HR Operations
The Boeing Company
2022 - Current
MBA - Management Information Systems & Project Management
Southern Illinois University
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