Melanie Birk
Summary
Senior Technology Services Leader with deep B2B SaaS experience supporting global enterprise clients and scaling multi-team IT operations across the U.S., U.K., Puerto Rico, Virgin Islands, and the Philippines. Proven record of driving transformational improvements - including lifting SLA achievement from 32% to 93% and reducing incidents by 54% - through process modernization, automation, and data-driven operational strategies. Skilled in leading service desks, IAM, workforce management, QA/training, and major incident triage while partnering with executives to align priorities and deliver measurable results. Well-versed in modern contact center technologies, workforce platforms, and enterprise ticketing systems that enable scalable, high-quality support operations. Recognized for strategic communication, operational discipline, and building high-performing service organizations that consistently elevate service quality.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technology Services Manager (Senior-Level Scope)
FIS
Remote
02.2022 - Current
- Owns delivery of IT services for thousands of global users with support staff from the U.S., U.K., Puerto Rico, Virgin Islands, and the Philippines.
- Directs strategic functions including Service Desks, Major Security Event Triage, Identity & Access Management, Workforce Management, QA, Training, and ServiceNow CMDB.
- Manages enterprise contact center operations managing 20,000+ inbound calls per month, with accountability for service levels, quality, and operational performance.
- Serves as senior liaison with global financial institutions, aligning executive priorities with actionable service initiatives.
- Achieved 59% SLA improvement and 54% incident reduction by implementing self-service solutions.
- Reduced onboarding time by 30% through modernization of QA, documentation, and workforce processes.
- Partnered with Major Incident Management, Infrastructure, and ITSM teams to streamline resolution workflows and cut mean time to resolution.
- Partnered with AI vendors to evaluate, negotiate and deploy initiatives to reduce operational costs while driving digital transformation, ensuring the organization remains competitive with evolving industry standards.
- Standardized global QA and workforce practices, boosting quality scores and agent performance.
- Recognized by senior leadership and client executives for reliability and clear communication during major incidents.
Service Delivery Manager
FIS
Remote
08.2021 - 02.2022
- Aligned internal development teams, QA, and change control to deliver quality outcomes under tight timelines and high visibility.
- Managed end-to-end delivery of IT services to national clients, ensuring SLA compliance and customer satisfaction.
- Facilitated strategic planning initiatives related to improving overall service quality levels.
Client Relationship Manager
FIS
Remote
11.2020 - 08.2021
- Managed relationships large portfolio of financial institutions, ensuring consistent delivery of services, handling escalations, and supporting account growth.
- Launched multiple client-specific optimization plans that improved satisfaction and engagement.
Lead Planner – Event Management
Weddings With a Twist
Milwaukee, USA
01.2016 - 01.2021
- Oversaw planning and execution of more than 75 weddings and events, managing all budgetary and logistical aspects.
- Directed assistants and vendors during events to facilitate optimal performance and ensured effective vendor coordination to enhance event success.
Call Center Manager
FIS
Remote
06.2019 - 10.2020
- Led operational support for approximately 200 financial institutions, overseeing daily functions, SLA management, and escalated incident resolution.
- Built out new reporting processes and performance benchmarks that increased efficiency and accountability.
Associate Manager
TUMI
Milwaukee, USA
09.2017 - 06.2019
- Directed luxury retail operations, trained staff, and ensured top-tier customer satisfaction in a high-profile location.
Volunteer Coordinator
City of Kenosha
Kenosha
05.2017 - 06.2019
- Managed a volunteer workforce of ~170 individuals across multiple museum locations, overseeing onboarding, scheduling, and daily operations.
- Partnered with museum leadership to ensure adequate staffing and streamline communications across departments, supporting consistent, high-quality visitor experiences.
Education
B.S. - Educational Studies
Carroll University
Waukesha, WIStudy Abroad
Richmond, The American International University
London, UKSkills
- IT service delivery and operations leadership
- Multi-team service desk management
- Identity and access management oversight
- Workforce management and capacity planning
- QA and training program development
- SLA, KPI, and CSAT performance optimization
- Incident, problem, and change management
- Operational process improvement (ITIL-aligned)
- Cross-functional team leadership
- Vendor and stakeholder relationship management
- Executive reporting and communication
- Service operations scalability and standardization
Certification
ITIL Certified
Timeline
Technology Services Manager (Senior-Level Scope)
FIS
02.2022 - Current
Service Delivery Manager
FIS
08.2021 - 02.2022
Client Relationship Manager
FIS
11.2020 - 08.2021
Call Center Manager
FIS
06.2019 - 10.2020
Associate Manager
TUMI
09.2017 - 06.2019
Volunteer Coordinator
City of Kenosha
05.2017 - 06.2019
Lead Planner – Event Management
Weddings With a Twist
01.2016 - 01.2021
B.S. - Educational Studies
Carroll University
Study Abroad
Richmond, The American International University