Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
OperationsManager

Rob Laroche

IT Service Management Expert
Mukilteo,WA

Summary

Optimize value-based service delivery. Veteran SLM Enterprise-Level practitioner known for Problem and Continual Improvement programs.

The highest level of ITIL Certifications (ITIL 4 Managing professional and ITIL v3 Expert) combined with practical experience to help apply the right practice, tools, and organization changes method to deliver the best outcomes for all concerned.

Strengths in leveraging multiple improvement methodologies to identify, prioritize and drive Lean and appropriate Service Improvement Plans that help deliver value to the enterprise.

Effectively communicate across international technical and business groups at all organizational levels. Maintain relationships focused on helping service providers and business sponsors negotiate toward a shared goal.

Combine data and visuals that “tell the story”; helping different parties get to a common understanding of what is really occurring and have confidence in the path ahead. SDLC and project delivery methods and how offerings and agreements can dovetail into the solution design phases.

Overview

21
21
years of professional experience
2
2
years of post-secondary education
6
6
Certifications

Work History

SR Business Process Owner: ITSM Service Request, Service Catalog, and Service Level Management

T-Mobile USA
Bothell
02.2020 - 11.2023
  • Maintained the role of a 'trusted advisor' for SR/Catalog and SLM
  • Established self-service reporting based on Power BI to enable support teams to produce their daily operations and balanced scorecard reports efficiently
  • Assisted teams in closing the ITSM process and tooling gaps
  • Provided better practice learning materials to help teams better leverage ITIL-aligned practices with the current toolset
  • Maintained the SR global process and policy documentation
  • Assisted ITSM tool product owners in evaluating which features and bugs needed prioritization from the perspective of frontline support teams and stakeholders
  • Established scenarios, tool requirements, processes, and training for improvements to Service Request, Service Catalog, and Service Reporting
  • Created a structure inside the ServiceNow Service Catalog that identified ownership, impacts to the business, committed SLAs, and delivery times
  • Aligned Catalog structure and RACI to ServiceNow best practices.
  • Aligned internal stakeholders and customers on assigned business process projects and services using proactive communication and engagement strategies.
  • Planned and coordinated production process health, developing control limits, monitoring key performance indicators and making adjustments where necessary.

Service Level Manager

T-Mobile USA
Bothell
03.2013 - 02.2020
  • Designed and executed an enterprise-wide Service Level Management (SLM) program
  • Created agreements between providers and customers and helped track our progress against commitments
  • Provided monthly service reviews
  • Developed and refined reporting requirements that helped SLM tell the story of the state of the services
  • Managed Service Improvement Plans consumed at an executive level provided requirements for the structure of the Service Agreements in ITSM systems (ServiceNow)
  • Assisted Change, Problem, Continuity, and CSI program owners leverage SLM reporting and agreements to improve their offerings and efforts to enhance the value of IT Services
  • Leveraged ITIL and Lean best practices to improve the value of SLM and other ITSM practice areas
  • Provided 'deep-dives' and 'one-pager' presentations to help tell the story of unique risks or opportunities to tackle
  • Developed partnerships with leaders and directors to become a trusted advisor on ITSM and tooling issues
  • Evaluated and mapped vendor offerings and agreements to T-Mobile Services and worked with procurement and vendor management to help suppliers' close gaps and risks.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.

Service Level Manager

T-Mobile/Aditi Technology
Bellevue
11.2012 - 02.2013
  • Contracted to assist the T-Mobile IT Service Management team with the evaluation and planning needed to stand up a Service Level Management program that was new to T-Mobile
  • Evaluated the structure of the CMDB/Service Portfolio, data and reporting capabilities, tools and technology, and the organization and cultural issues that would help or hinder an effort to stand up SLM.

Service Level Manager

Microsoft
Redmond
05.2005 - 11.2012
  • Service Level Manager for a portfolio of tools to help Partner Account Managers manage their relationship with MS Partners who drove 75% of the company's revenue
  • Drove monthly business reviews with senior technology and business representatives and drove Continual Improvement and Problem Management efforts
  • Negotiated Service Level Agreements and documented between the business and technology
  • Managed vendor relationships with offshore and onshore teams
  • Identified gaps in supporting services that impact MS Partner outcomes and collaborated with internal partners to mitigate impacts
  • Drove international CSAT program for relational and transactional survey scores and traced those scores to wins and challenges in the current environment
  • Participated actively in Agile and Traditional software project releases and ensured the voice of the customer was heard from project initiation, through the release and deployment and into the next release cycle.

Sr Support Analyst

SolutionsIQ @ Microsoft
Redmond Microsoft Campus
03.2003 - 05.2005
  • Led a team of four as an outsourced support team for Project Edison, a Partner Account/ Lead Management tool for Microsoft Gold Partner
  • Drove out a Knowledge Base for technical and non-technical support
  • Participated in the Agile SDLC process for three multiple releases, including support requirements, knowledge transition, User Acceptance Testing, and Problem management based on external support incidents and complaints
  • Leveraged SQL reporting skills to create proactive problem reporting from the application DB.

Education

High School Diploma -

Kentridge High School
Kent, WA
09.1976 - 05.1978

Skills

    IT Service Management process improvement

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Software

ServiceNow

Power BI

Tableau

Visio

MS Office Suite

Certification

ITIL 4 Managing Professional

Timeline

ITIL 4 Strategic Leader

12-2023

ServiceNow Performance Analytics (Microcertification)

10-2021

ITIL Expert (v3)

12-2020

ITIL 4 Managing Professional

06-2020

SR Business Process Owner: ITSM Service Request, Service Catalog, and Service Level Management

T-Mobile USA
02.2020 - 11.2023

ITIL 4 Foundation

05-2019

Service Level Manager

T-Mobile USA
03.2013 - 02.2020

Service Level Manager

T-Mobile/Aditi Technology
11.2012 - 02.2013

Service Level Manager

Microsoft
05.2005 - 11.2012

Sr Support Analyst

SolutionsIQ @ Microsoft
03.2003 - 05.2005

High School Diploma -

Kentridge High School
09.1976 - 05.1978

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Rob LarocheIT Service Management Expert