Kevin Reed
Murfreesboro,TN
Summary
Strategic professional with over 20 years of experience in delivering integrated IT service solutions and IT Service Management (ITSM). Expertise includes Application Management, Business Process, SDLC/Agile, and organizational transformation. Experienced in managing resources within a globally distributed workforce.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Associate Director – IT Service Management
Vanderbilt University Medical Center
Nashville, TN
12.2017 - Current
- Managed relationship with Development team, created product roadmap, and prioritized development tasks to align with business objectives
- Migrated team from Waterfall to Agile methodology to provide more frequent value to the business
- Participated in RFP development for Service Management Tool Replacement and Implementation Partner Selection.
- Deployed new capabilities to make submitting a ticket for end users easier to include Chat, Campaigns and QR Codes
- Defined and deployed Chargeback model within Configuration Management Module
- Created dashboards in Tableau to streamline access to operational metrics and KPIs for enhanced decision-making
- Defined data model for new Business Objects Universe. Created and scheduled new strategic reports for awareness.
- Reviewed all process and training documents for alignment with current processes and updated training material for clarity.
- Enabled new PHI Controls to enhance security and provide traceability of access
Associate Director – Network Global Service Delivery
UBS
Nashville, TN
03.2016 - 11.2017
- Drove reduction in highly privileged users and automated administrative password resets by migrating network devices to next generation access system (CyberARK), enhancing security posture.
- Managed and remediated audit-identified risks through governance reporting, ensuring compliance and operational integrity.
- Addressed semi-annual control audits and resolved auditor inquiries, facilitating successful audit outcomes.
- Developed and delivered monthly governance presentations that outlined RAG status for SOX controls.
- Conducted proper testing and scheduling for over 50 workflows during the migration to the new Service Now environment.
- Process owner for Global Network Access Control and Service Request Management. Includes Process design and documentation, reporting, risk identification and remediation, access approval and creation and management of roadmap
Manager – IT Services Management
Tractor Supply Company
Nashville, TN
03.2014 - 01.2016
- Changed Remedy platform from Linux to Windows and tuned resulting in a performance improvement of 70%, driving increased satisfaction with user base
- Managed team of developers, ITIL process owners, and system admins while configuring and optimizing Remedy, ADDM (enterprise ticketing system), Time Control, and Tidal Enterprise Scheduler to enhance service delivery
- Defined corporate ITIL processes (Change, Incident, Problem), collaborated with leadership, and trained end users.
- Lead selection of new Service Management tool
Director – Service Operations Office
Emdeon Business Services
Nashville, TN
05.2011 - 09.2013
- Coordinated ITIL Process Owners and HP BTO development team to support over 5000 internal users
- Lead cross functional Problem Management teams to drive applications with major recurring incidents to root cause
- Managed budgeting, time off requests, reviews, demand/project management, business plans, and career planning activities to ensure operational efficiency
- Developed comprehensive roadmap for all demand types (strategic, tactical, operational) from a tool and process perspective
- Documented all phases of ITIL methodology to ensure comprehensive understanding.
- Tools – HP PPM, uCMDB, ALM/QC, Release and Control
Education
MBA - Information Technology
Western Governors University
03-2026
B.B.A. - Computer Information Systems
Middle Tennessee State University
Murfreesboro, TNSkills
- ITIL
- IT Service Management
- Agile
- Lean
- Data Analysis
- Process Improvement
- Continual Service Improvement
- Organizational Change Management
Certification
- ITIL 4 Master
- ITIL 4 Strategic Leader
- ITIL 4 Practice Manager
- Lean IT Leadership
- Organization Change Management
- Scrum Master
- Product Scrum Master
Community Service
- Volunteer, Ambassador, Tennessee Fisher House Foundation, 01/01/22, Present
- Soccer Referee, Tennessee Soccer Referee Program, 01/01/14, Present
Timeline
Associate Director – IT Service Management
Vanderbilt University Medical Center
12.2017 - Current
Associate Director – Network Global Service Delivery
UBS
03.2016 - 11.2017
Manager – IT Services Management
Tractor Supply Company
03.2014 - 01.2016
Director – Service Operations Office
Emdeon Business Services
05.2011 - 09.2013
MBA - Information Technology
Western Governors University
B.B.A. - Computer Information Systems
Middle Tennessee State University