Micah Benson
Atlanta,GA
Summary
Strategic IT Service Management professional with a strong background in driving business growth and operational excellence. Demonstrated success in leading cross-functional teams and implementing effective strategies. Proven ability to manage complex projects and optimize operational performance through analytical problem-solving and decision-making.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Assistant Vice President - ITSM Operations
U.S. Bank
Atlanta, GA
01.2018 - Current
- Provides the strategic and tactical leadership of the ITSM Incident (MIM), Problem and Change Management teams and processes.
- Champions process and tool improvements based on feedback loops with stakeholders, with a focus on automation and AI integration.
- Managed service delivery processes to enhance customer satisfaction and operational efficiency.
- Developed and implemented service management strategies to align with organizational goals.
- Led cross-functional teams to implement strategic initiatives enhancing operational efficiency.
Global Change Manager
WarnerMedia
Atlanta, GA
01.2002 - 01.2018
- Spearheaded the definition and implementation of Change and Release Management processes across a global multi-divisional private cloud environment and enhancing process compliance.
- Created and implemented a structured change freeze protocol which led to improved adherence among all teams. This initiative resulted in achieving a remarkable 45% decrease in incidents caused by change during change freeze periods.
- Transformed Global and Divisional Change Advisory Board (CAB) structures to enhance decision-making processes, resulting in a 30% reduction in change-related incidents across all divisions within the first year of implementation.
- Assessed more than 150 performance indicators each quarter to identify compliance weaknesses; executed targeted improvements leading to a measurable increase in process efficiency within the established Change and Release Management framework.
- Designed and implemented a robust training program focused on Change and Release Management best practices; conducted workshops that increased compliance adherence among 300+ team members, leading to streamlined workflows and cutting unauthorized changes by half.
- Acted as the trusted advisor to executive leadership by delivering actionable insights that identified critical risks; findings enabled improvements for three major deployment challenges impacting stakeholder satisfaction.
Senior Technology Analyst-Team Leader
KPMG
Atlanta, GA
01.2000 - 01.2002
- Spearheaded a cross-functional team of 5, collaborating with business users and technology groups to establish clear communication channels for requirements gathering; ensured alignment that enhanced project delivery timelines by three weeks.
- Coordinated activities across network services, helpdesk, and infrastructure functions; streamlined communication protocols that resulted in a 40% reduction in response time to service requests from business users.
Skills
- Management of IT service delivery
- Incident Management expertise
- Problem Management expertise
- Change Management expertise
- ITIL service improvement
- Cross-functional team management
- Strategic IT governance
- Strategic policy planning
- Strategic operational oversight
- Training and coaching
- Effective relationship management
- ITIL Process and toolset optimization
Certification
- CompTIA Certified Technical Trainer (CTT+), New Horizons
- ITIL Release, Control & Validation Certification, Global Knowledge (ITILv3 process training and certification)
- ITIL Operational Support & Analysis, Global Knowledge (ITILv3 process training)
- ITIL Foundations Certification, Global Knowledge (ITIL v3 process training and certification)
- ITIL Practitioner Support and Restore Certification, Global Knowledge (ITILv2 process training and certification)
- Management Skills for New Managers, American Management Association
- Critical Thinking, American Management Association
- The Curriculum for Living, Landmark Worldwide
Additional Experience
- Sr. Technical Engineer (1997-2000) New Boston Systems, Atlanta GA
- Sr. Systems Administrator (1996) Boston Common Press, Boston MA
- Manager of Technical Support (1995-1996) Emerging Technologies Inc., Boston MA
- Service Operations Assistant Manager (1992-1995) Boston University/660 Corporation, Boston MA
Timeline
Assistant Vice President - ITSM Operations
U.S. Bank
01.2018 - Current
Global Change Manager
WarnerMedia
01.2002 - 01.2018
Senior Technology Analyst-Team Leader
KPMG
01.2000 - 01.2002