Matthew Stonewall
Geneva,IL
Summary
Dynamic IT Operations and Service Delivery Leader with over 20 years of experience steering enterprise-scale IT initiatives across diverse sectors, including higher education, SaaS, energy, and financial services. Proven track record in managing global, multi-site 24/7 operations supporting over 7,000 users, consistently enhancing uptime, reducing mean time to resolution (MTTR), minimizing incidents, and achieving service level agreements (SLAs) while driving cost efficiency. Extensive knowledge of ITIL-aligned IT service management practices, including incident, problem, and change management, as well as service desk operations and cloud/SaaS platforms. Recognized as a trusted advisor to senior leadership by effectively translating business needs into robust, secure, and scalable technology solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Systems Development Manager
Midwestern University
Downers Grove
01.2022 - 01.2025
- Owned end-to-end IT service delivery and systems modernization initiatives across multi-campus environments.
- Led ERP migration programs reducing operational bottlenecks by 30% and improving system reliability.
- Improved incident resolution times (MTTR) by 20% through standardized workflows and escalation procedures.
- Managed project timelines, ensuring alignment with organizational goals and stakeholder requirements.
- Led cross-functional teams to develop and implement system enhancements.
- Evaluated emerging technologies to optimize systems and improve operational efficiency.
- Streamlined workflows, reducing redundancies and improving resource allocation across projects.
Engineering Manager, Site Reliability
Deltek
Herndon
01.2018 - 01.2022
- Led site reliability engineering strategy for enterprise SaaS platforms.
- Reduced MTTR by 25% through proactive monitoring and incident response improvements.
- Automated approximately 80% of recurring operational tasks and delivered over $250K in annual cost savings through tooling optimization and vendor rationalization.
- Mentored junior engineers, fostering professional growth and enhancing team capabilities.
- Evaluated engineering processes, identifying areas for improvement to optimize performance and productivity.
- Established key performance indicators to monitor project progress and ensure alignment with goals.
- Collaborated with stakeholders to define project scopes, requirements, and deliverables effectively.
IT Service Desk Manager
Digerati Group
Chicago
01.2015 - 01.2018
- Managed service desk operations and reduced ticket escalations by 35%.
- Increased SLA adherence by 30% by implementing ITIL-aligned processes, performance metrics, and staff development programs.
- Implemented process improvements that enhanced response times and customer satisfaction ratings.
- Developed training programs for staff to improve technical knowledge and service delivery skills.
- Analyzed performance metrics to identify trends and drive continuous improvement initiatives.
- Established best practices for ticket management, resulting in streamlined workflows and efficiency gains.
- Mentored team members, fostering a collaborative environment that encouraged professional growth and development.
- Championed the adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness.
Regional Service Delivery Manager
BP
Chicago
01.2011 - 01.2014
- Led regional IT service delivery supporting 7,000+ users across North America and Europe.
- Reduced user complaints by 40% through service quality improvements and strong stakeholder engagement.
- Developed strategic plans aligning service delivery objectives with organizational goals and client needs.
- Oversaw project timelines and resource allocation, ensuring timely completion of deliverables within budget constraints.
- Coordinated training programs for staff on new systems and processes, enhancing overall team capability and performance.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Coordinated new hire recruitment, training and development.
- Established strong relationships with stakeholders to ensure effective communication and expectation management.
- Led cross-functional teams to enhance service delivery processes and improve client satisfaction.
- Implemented best practices in service management, optimizing operational efficiency across multiple projects.
- Mentored junior staff, fostering a culture of collaboration and knowledge sharing within the team.
Education
BBA - Business Administration
San Francisco University
San Francisco, CA05.1996
Skills
- IT Operations Leadership
- IT Service Delivery Management
- ITSM (ITIL)
- Incident Management
- Problem Management
- Change Management
- Major Incident Management (MIM)
- SLA Governance
- SLO Governance
- KPI Governance
- Service Desk & End User Support
- Site Reliability Engineering (SRE)
- Infrastructure & Cloud Operations
- SaaS Operations
- Monitoring & Observability
- Automation & Continuous Improvement
- ERP & Enterprise Systems
- Vendor & Contract Management
- Cost Optimization
- Risk & Compliance
- Global Team Leadership
- 24/7 Operations
- Application security
- Team management
- DevOps practices
- Technical leadership
Certification
ITIL Foundation, AXELOS
Timeline
Systems Development Manager
Midwestern University
01.2022 - 01.2025
Engineering Manager, Site Reliability
Deltek
01.2018 - 01.2022
IT Service Desk Manager
Digerati Group
01.2015 - 01.2018
Regional Service Delivery Manager
BP
01.2011 - 01.2014
BBA - Business Administration
San Francisco University