Dodd Vernon
Mount Prospect,USA
Summary
Dynamic and results-driven leader with a robust background in strategic information technology transformation, service management, and human resources. Expertise in developing and executing impactful business strategies, optimizing processes, and enhancing team performance to achieve organizational goals. Recognized for adaptability and effective collaboration, consistently delivering measurable outcomes in fast-paced environments. Strong communication and problem-solving skills complement a commitment to fostering an ethical, productive and positive team culture.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Director, IT Service Management Office
McDonald's
01.2019 - 07.2025
- Senior leader responsible for development and creation of the first centralized global Information Technology Service Management (ITSM) office for McDonald’s including standardization of ITSM processes, ITSM platform management, Configuration Management Database (CMDB) and ITSM governance.
- Active contributor driving organizational transformation, platform and process maturity, and standardization.
- Developed global platform strategy and roadmap consisting of multiple technologies including ServiceNow, Jira and PagerDuty to deliver improved operational capabilities.
- Led effort to procure, develop and deploy new ServiceNow platform in support of launching of a global IT and Human Resources Service Desk utilizing global design methodology.
- Significantly contributed towards future state operational model, including draft policy, process, metrics and governance as well as functional staffing and change management transition plans.
- Leading transformational effort to build a new CMDB serving global IT Operations, Asset Management and security operations needs.
- Developed and deployed new Asset Management capability for full asset lifecycle management.
- Formed Resilience Accountability Council of senior IT leadership with a focus of making critical decisions on key initiatives to drive improved resiliency and availability of critical services.
- Improved IT services by leading ITSM process improvement and standardization initiative including Incident, Problem, Change, Event, Asset and knowledge management.
- Achieved 39% reduction of Priority 1 incidents.
- Lowered incident Mean Time to Repair by over 84% with improved process, governance and vendor management.
- Enabled data driven decisions by standardizing process and performance KPIs and metric reporting.
- Achieved high level of adoption of program standards and championed continual improvement opportunities by hosting Service Management summits, holding workshops, creating video tutorials and hosting various training sessions.
- Standardized Service Management contract language to be used in all service provider agreements.
- Brought greater awareness and management of operational risk with the introduction and execution of a new Business Technology Resiliency program.
- 800-244-6227
Senior Manager, Global IT Infrastructure
Shure Inc.
11.2016 - 12.2018
- IT leader responsible for IT global Service Desk, desktop support and internal customer business relationship management with global IT infrastructure management, business enablement and alignment and delivery of high-quality IT customer experiences to Shure associates.
- Improved IT / business alignment through the development of collaborative relationships with business leaders at all levels in the Americas, Europe and Asia.
- Lead global learning strategy initiative and improved technical skillset across the organization by launching and championing online learning and development platforms including Wombat Security and Brainstorm learning management system (LMS).
- Successfully led global deployment of ServiceNow platform to manage IT Service Management Operations and provided organizational change management globally as it related to this impactful ways of working technology change.
- Designed and deployed new IT Asset Management program and process.
- Tripled internal customer service portal adoption rate by improving service management workflows and designing a new modern interface that was intuitive and easy to use and personally marketing the new platform globally to Shure leadership and associates.
- Improved IT operational processes and efficiencies by leading initiative to develop service metric and KPI dashboards and standardizing processes across IT for consistent service delivery.
- Streamlined communication and feedback from business customers by implementing business alignment processes and communication standards.
- Ensured delivery of consistent and high-quality IT services globally, directly managing Service Desk and IT Infrastructure internal customer facing teams.
- 847-600-2000
Senior Manager, Global IT Operations and Cloud Services
Matthews International
08.2011 - 10.2016
- Provided superior enterprise level management and delivery of IT services and support for 50+ offices, including server, storage, LAN/WAN, telecommunications, and other central data center services.
- Implemented, measured and matured service management processes including change, event, incident, problem and capacity management for improved IT global service offerings.
- Recognized by CEO and CIO for superior Information Technology service design and delivery.
- Active member of senior leadership team developing global IT shared services strategy and resource model.
- Implemented service definition standards, incorporating business requirements, key performance indicators, metrics and organizational level agreements, ensuring corporate goals are met.
- Led transformation during merger with SCHAWK! – SGK Inc., eliminating redundancies, slashing costs in IT staffing, facilities and technologies while maintaining effective operational services.
- Dramatically reduced operating costs by $2.5m by re-negotiating IT supplier managed service contracts.
- Led RFP for cloud hosting of global SAP and HANA deployment.
- Built and lead global IT infrastructure engineering and operational support organization.
- Led competitive Request For Proposal for voice and network services, saving over $500K/year.
- Saved over $1.5 Million in operational savings through a variety of continual improvement projects.
- Redesigned and deployed new incident, problem, and change management processes.
- Established new policies and internal processes to ensure consistent IT service delivery.
- 847-827-9494
Manager, IT Operations
Walgreens
02.2003 - 05.2011
- Strategic leader in organizational change management, aligning IT processes and services with business objectives. Leveraged advanced ITIL expertise in revising and implementing new enterprise IT incident, problem and change management policies, processes and tools.
- Managed enterprise data center, including 7x24x365 IT operations (6 direct and 45 indirect reports) and datacenter facilities management with $3.5 million operating budget.
- Change Ambassador’, chosen by CIO to lead organizational change management initiatives across IT sectors.
- Key contributor establishing Enterprise ITSM process steering committee, leading deployment of new enterprise incident, problem and change management policies and processes and tools.
- Leader for HR and workplace investigations for IT Operations and Datacenter.
- Recognized by CEO for highly effective operational cost reduction efforts obtained including $2m annual savings of print reduction and $9m over 24 months in centralize compute consolidation.
- Achieved Sarbanes Oxley (SOX) compliance by leading initiative to correct identified IT change management deficiencies.
- Successfully redesigned Data Center physical facility security, and operations control room.
- 847-315-2500
Systems Manager
Rand McNally & Co
02.1994 - 10.2002
- Technical project manager and technology advisor for internal customers. Led major projects to introduce and expand primary product lines. Served as IT capacity manager for IT production systems.
- President’s Award recipient for developing company’s first digitally produced road atlas.
- Significantly contributed towards design and creation of first geographic information system infrastructure.
- Led numerous IT Infrastructure projects including Network WAN re-architecture, storage and UNIX server implementation and preproduction proofing print and plotting operations.
- AS/400, Sun Solaris, HPUX, VAX, Windows Server administration.
- 800-333-0136
Education
Master of Human Resource Management - Human Resources
Keller Graduate School of Management
Schaumburg, IL05-2015
MBA - Business Administration And Management
Keller Graduate School of Management
Schaumburg05-2003
Bachelor of Science - Applied Geography/Political Science
Illinois State University
Normal, IL12-1992
Skills
- ITSM tools and methodologies
- Stakeholder engagement
- Organizational transformation
- Strategic IT planning
- Digital transformation leadership
- Financial planning
- Guiding professional development
- Strategic leadership
- Service excellence
- Strategic decision-making
- Team leadership
Accomplishments
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Supervised team of [Number] staff members.
- Documented and resolved [Issue] which led to [Results].
Certification
- [Area of certification], [Company Name] - [Timeframe]
- [Area of certification] Training - [Timeframe]
- Certified [Job Title], [Company Name] - [Timeframe]
Timeline
Director, IT Service Management Office
McDonald's
01.2019 - 07.2025
Senior Manager, Global IT Infrastructure
Shure Inc.
11.2016 - 12.2018
Senior Manager, Global IT Operations and Cloud Services
Matthews International
08.2011 - 10.2016
Manager, IT Operations
Walgreens
02.2003 - 05.2011
Systems Manager
Rand McNally & Co
02.1994 - 10.2002
Master of Human Resource Management - Human Resources
Keller Graduate School of Management
MBA - Business Administration And Management
Keller Graduate School of Management
Bachelor of Science - Applied Geography/Political Science
Illinois State University
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