Karen Bristow
St. Louis,MO
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Highly effective at developing, executing and directing key improvements to enable business enhancements and growth, with solid success leading business operations toward growth.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Manager: Service Management, Operations, and Delivery
Indeed
St. Louis, MO
01.2023 - Current
- Overseeing efficient service delivery, coordinating cross-functionally, and managing global teams
- Enhanced the customer experience by facilitating collaboration between internal clients and suppliers
- Designed strategies for streamlining support processes resulting in a 30% reduction of support tickets
- Analyzed service delivery and provided forward-thinking insights for transformation initiatives and capacity planning
- Provided strategic direction to departmental heads regarding resource allocation decisions.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
- Directed cross-functional teams in developing innovative solutions to complex problems.
Global Service Delivery Manager
Indeed
Fort Myers, FL
05.2021 - 01.2023
- Led a global team responsible for internal customer experience, ITSM processes, and procedures
- Developed and implemented Standard Operating Procedures (SOPs) for ITSM practices
- Collaborated with IT teams and Service Owners to create comprehensive knowledge bases
- Implemented strategies for continuous improvement of services based on customer feedback data.
- Developed operational policies and procedures related to service delivery management.
- Collaborated with internal teams to develop best practices for service delivery processes.
Director of Managed Services
Softrim, LLC
Estero, FL
10.2020 - 05.2021
- Led a high-performing team responsible for enhancing infrastructure and services to meet the needs of over 1000+ customers
- Implemented full-service call center and ITSM Service Desk, resulting in enhanced customer satisfaction
- Led the implementation of a Customer & Business Relations Management team
- Upgraded the scheduling, dispatching, and ticket assignment process
- Responsible for recruitment and retention efforts.
Enterprise Services Manager
FL DEPARTMENT OF CORRECTIONS
Tallahassee, FL
02.2017 - 10.2020
- Managed the team supporting applications and infrastructure with 220 networked sites, 44,000 connected devices, and 24,000 employees
- Led the rapid technology deployment response during the COVID-19 pandemic
- Oversaw the project to replace outdated ITSM tool with the ServiceNow platform
- Co-led the establishment of the Department's Microsoft Azure Government Cloud environment
- Analyzed data and recommended software products and services.
Director of Application Development
FL DIVISION OF VOCATIONAL REHABILITATION
Tallahassee, FL
05.2015 - 02.2017
- Managed a diverse team responsible for software development projects
- Oversaw the overhaul and launch of the Division's financial management system
- Implemented software development processes and increased user adoption
- Co-led quarterly Project Governance meetings with Division leadership.
Webmaster
FL DEPARTMENT OF CORRECTIONS
09.2009 - 05.2015
- Effectively managed a small team of designers and developers supporting both the Florida Department of Corrections (FDC) and the Florida Commission on Offender Review (FOR)
- Led successful project partnerships between FDC and the Executive Office of the Governor, Sesame Street Corporation, and Crime Stoppers
- Completed full visual and functional redesigns of existing websites for FDC and FOR to enhance navigation and usability
- Lead user interface designer for all FDC applications.
Applications Programmer III
FL Dept. of Children & Families
05.2007 - 09.2009
Office Automation Specialist II
FL Department of Health
01.2004 - 05.2007
Staff Assistant
FL Dept. of Children & Families
08.2000 - 01.2004
Education
Skills
- Talent Development
- Partnership Development
- Strategic Planning
- Organizational Development
- Cross-Functional Communication
- Organizational improvement
- Operations Management
- Data-driven decision-making
- Cross-functional team leadership
- Cross-Functional Collaboration
Certification
- Certified ScrumMaster (CSM), 02/01/19, 02/01/21, SCRUM Alliance, 000896975
- ITIL v4 Foundations Certification
- Project Management Professional (PMP), 09/01/21, 09/01/24
Groups
- Tallahassee Writer's Association
- Project Management Institute
Assessments
Supervisory skills: Motivating & assessing employees, Proficient, 08/01/20
Personal Information
- Relocation: Anywhere
- Title: Information Technology Professional & Proven Team Builder
Timeline
Senior Manager: Service Management, Operations, and Delivery
Indeed
01.2023 - Current
Global Service Delivery Manager
Indeed
05.2021 - 01.2023
Director of Managed Services
Softrim, LLC
10.2020 - 05.2021
Enterprise Services Manager
FL DEPARTMENT OF CORRECTIONS
02.2017 - 10.2020
Director of Application Development
FL DIVISION OF VOCATIONAL REHABILITATION
05.2015 - 02.2017
Webmaster
FL DEPARTMENT OF CORRECTIONS
09.2009 - 05.2015
Applications Programmer III
FL Dept. of Children & Families
05.2007 - 09.2009
Office Automation Specialist II
FL Department of Health
01.2004 - 05.2007
Staff Assistant
FL Dept. of Children & Families
08.2000 - 01.2004