Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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David Warn

David Warn

Longmont,CO

Summary

Experienced manager and leader with a track record of successfully managing large, diverse global teams on complex technical projects. Skilled in partnering with clients and vendors to drive success. Adept at bringing out the best in individuals, teams, and organizations. Understands the importance of strong decision making and taking calculated risks.

Overview

22
22
years of professional experience

Work History

Senior Manager, IBM Consulting Cybersecurity Services - Service Management Center of Excellence

IBM Consulting Cybersecurity Services
Boulder, CO
11.2021 - 07.2024
  • Leader of Data and System Architects responsible for Governance, Data Integrity, Automation, Integrations, and Workflow in a dedicated ServiceNow instance.
  • Leader of team responsible for migration from legacy BMC Remedy ITSM to ServiceNow ITSM Pro.
  • Reduced ticket congestion by 60% via workflow, process enhancements, and automation.
  • ServiceNow relationship owner responsible for support, contract renewal, new feature testing, and onboarding.
  • Successfully negotiated a 12% increase in the standard discount, resulting in $240K in annual savings at contract renewal.
  • Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.

Senior Manager Deployment and Integration Services

IBM Managed Security Services
Boulder, CO
02.2014 - 11.2021
  • Senior leader of global team of Deployment Engineers and Project Managers responsible for service enablement for new and existing clients.
  • Led global team of 120 professionals, with 6 direct report managers, responsible for provisioning new client services. On average, set live $120M annually.
  • Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
  • Responsible for efficiencies, which reduced deployment time from 3+ months to 6 weeks on average, setting services live sooner, and realizing revenue quicker.
  • Engineered a follow-the-sun deployment process, ensuring like skills and high client engagement for high-value global client projects.

Manager Operation Desk and Shared Services

IBM Managed Security Services
Boulder, CO
01.2012 - 02.2014
  • Leader of Tier 1 Operations Desk, Global team of 60+ analysts.
  • Handled initial client contact upon initiation of issue or request.
  • Led new order intake and creation, team of 14 responsible for new orders entered into ITSM and CRM systems.
  • Insured order integrity, entitlement, issue resolution, and billing of client services.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Coached, mentored and trained team members in order to improve their job performance.

Manager Deployment and Integration Services - Project Management Office

IBM Managed Security Services
Boulder, CO
09.2008 - 01.2012
  • Leader of a 42-person global team of program and project managers responsible for managing new service integration projects for new and existing IBM MSS clients.
  • Projects combined efforts of MSS Engineers, client technical teams, partners, consultants, and peer delivery teams to enable new Security Services for clients.
  • The team achieved and maintained 90% plus utilization 2 months after taking over this role and maintained that level all 4 years of my tenure.
  • On average, the team set live $90M in annual recurring revenue, up from $62M the previous year.

Security Manager for Intrusion Detection and Prevention services

IBM Managed Security Services Delivery
Boulder, CO
01.2003 - 09.2008
  • Leader of 14 engineers responsible for provisioning and delivering intrusion detection services for network, host, and wireless services.
  • Deployed Network Intrusion detection hardware and service for Federally sponsored Transportation Security at all US Airports, partnering with vendor on build, provisioning, and shipping.
  • Deployed newly enabled Wireless Intrusion Detection hardware and service for a major shipping and logistics client across the US in all locations.
  • Direct engagement with wireless vendor to prioritize client requirements into future releases, ensuring driver handheld devices communicate with wireless communication and protocols.

Education

Bachelor of Arts -

Elmira College

Skills

  • Employee Development
  • Program Management
  • Coaching
  • Vendor Management
  • Organizational Efficiency
  • Resource Allocation
  • Business performance management
  • Strategic Planning
  • Partnership Development
  • Talent Development
  • Cross-Functional Collaboration
  • Data-driven decision-making

Accomplishments

Long track record of employee development. Throughout my career I have moved 40+ employees from individual contributors to Team Leads, and 20+ team leads to management.

Timeline

Senior Manager, IBM Consulting Cybersecurity Services - Service Management Center of Excellence

IBM Consulting Cybersecurity Services
11.2021 - 07.2024

Senior Manager Deployment and Integration Services

IBM Managed Security Services
02.2014 - 11.2021

Manager Operation Desk and Shared Services

IBM Managed Security Services
01.2012 - 02.2014

Manager Deployment and Integration Services - Project Management Office

IBM Managed Security Services
09.2008 - 01.2012

Security Manager for Intrusion Detection and Prevention services

IBM Managed Security Services Delivery
01.2003 - 09.2008

Bachelor of Arts -

Elmira College

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David Warn