KELLY L. WILCOX
Lansing,MI
Summary
Dynamic Enterprise IT Service Management leader with experience driving excellence in Incident, Change Enablement, and Problem Management at a top 100 university in the United States. Proven track record of reducing unsuccessful changes by 20%, lowering repeat incidents by 25%, and enhancing first-pass resolution rates by nearly 20%. ITIL 4 certified practitioner, recognized for fostering executive partnerships, ensuring service reliability, and championing continuous improvement initiatives across IT operations. Committed to leveraging expertise to optimize service delivery and enhance organizational performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Change | Incident | Problem | Request Manager
Michigan State University
East Lansing, MI
01.2018 - Current
- Chair the enterprise Change Advisory Board (CAB), reviewing and governing 100+ changes per month to ensure risk mitigation and service stability.
- Lead major incidents impacting university-wide services, coordinating cross-functional teams to restore service for 50,000+ faculty, staff, and students.
- Designed and implemented ITIL-aligned Change, Incident, Problem, and Request processes, increasing process adoption by approximately 40%.
- Reduced unsuccessful changes by 20% through improved change evaluation, risk scoring, and post-implementation reviews.
- Partnered with Executive Leadership and Michigan State Police to enhance the Major Incident process, reducing communication gaps during high-impact events by 30%.
- Facilitate Post-Implementation Reviews (PIRs) and problem investigations, contributing to a 25% reduction in repeated incidents tied to known root causes.
- Developed and delivered service management training to 150+ IT staff, improving compliance and audit readiness.
- Authored department-wide service management policies establishing consistent operational standards.
- Established service reporting metrics and KPIs to improve leadership visibility into service reliability and trends.
- Key contributor to the TeamDynamix ITSM platform replacement, influencing tool configuration and process alignment.
- Led stakeholder focus groups that improved customer satisfaction related to service changes by 15%.
Process Project Manager | Knowledge Manager
Michigan State University
East Lansing, Michigan
01.2015 - 11.2019
- Developed the enterprise Knowledge Management strategy, reducing average incident handle time by 10–15%.
- Created and governed the IT Knowledge Management SharePoint site, increasing article usage by 35% within the first year.
- Led migration of 65+ telecom knowledge articles into the ITSM platform, improving first-contact resolution.
- Supported incident management tooling improvements and platform migrations affecting thousands of users.
- Facilitated onboarding of departments and colleges into Central IT services.
Global IT Project Manager & Process Area Lead (PAL)
Hewlett-Packard / General Motors
Lansing
01.2005 - 01.2015
- Led change management and root cause analysis activities, reducing service disruptions tied to change by 15–20%.
- Enforced change controls ensuring 24x7 service desk readiness across global regions.
- Increased first-pass resolution rates by approximately 18%, reducing escalations.
- Produced SLA and operational slide decks and reports for CIO-level executives.
- Coached and mentored global service desk teams on escalation handling and customer service.
- Delivered global training supporting major business transformations and system rollouts.
- Managed onboarding and off-boarding of applications and services to the GM Global Service Desk, supporting tens of thousands of global users.
Technical Lead – United States Postal Service
Electronic Data Systems (EDS)
Lansing
01.2002 - 01.2005
- Led enterprise problem resolution supporting USPS operations across U.S. regions.
- Technical liaison between vendors, EDS, and USPS IT executives.
- Produced operational and incident reports used in executive service reviews.
- Maintained global knowledge base updates improving resolution accuracy and speed.
Skills
- ITSM Platforms
- MS 365 products including Copilot AI
- Verbal and written communication
- Relationship building
- Strategic planning
- Process improvement
- Decision-making
- Customer service
- Team leadership
- Time management
- Coaching and mentoring
- Policy and procedure development
Certification
- ITIL 4 Practitioner: Change Enablement
- ITIL 4 Create, Deliver & Support (CDS)
- ITIL Foundations v3 & v4
- Problem Management Professional
- Experience Practitioner XLA
- ISO 9001 Certified
- Memberships: itsMF | HDI | EDUCAUSE Big Ten Academic Alliance (BTAA) Service Management Group | PeopleCert | Pink
Timeline
Change | Incident | Problem | Request Manager
Michigan State University
01.2018 - Current
Process Project Manager | Knowledge Manager
Michigan State University
01.2015 - 11.2019
Global IT Project Manager & Process Area Lead (PAL)
Hewlett-Packard / General Motors
01.2005 - 01.2015
Technical Lead – United States Postal Service
Electronic Data Systems (EDS)
01.2002 - 01.2005
CORE SERVICE MANAGEMENT EXPERTISE
ITIL 4–aligned service management professional specializing in Incident, Problem, and Change Enablement practices, focused on restoring service, minimizing business impact, and improving service resilience. Owns and steers major incident response and escalation, drives governance through Change Advisory Board (CAB) facilitation, and advances problem management through structured root cause analysis (RCA) and post-incident reviews (PIRs). Applies risk assessment and impact analysis to enable controlled change and service stability. Delivers clear stakeholder and executive communication, enables cross-functional collaboration, and leverages service metrics and KPIs to drive continual service improvement (CSI) and reduce recurring incidents.