Hi, I’m
Steven Walker
IT Operations Management
San Francisco,CA
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Senior IT Service Manager with over 25 years dedicated to enhancing service quality, operational stability, and customer satisfaction within complex, regulated industries. Expertise in managing IT infrastructure operations and end-user support teams to exceed service level expectations, demonstrated by achieving 100% on-premises uptime for four consecutive quarters. Skilled in implementing strategic service improvements, such as a Service Desk automation initiative yielding 50% cost savings. Proven success managing large budgets (to $50M+) and building trusted stakeholder relationships across all organizational levels.
Overview
27
years of professional experience
23
years of post-secondary education
Work History
GRAIL / KDInfotech
IT Service Manager
10.2021 - 03.2025
Job overview
- Directly managed and mentored a team of 40+ technical resources spanning, end-user services (Tier 1-2), network operations, IT engineering (Tier 3-4), and SaaS administration within a GxP compliant environment
- Achieved an 89% incident resolution rate within 8 hours and maintained an exceptional 95% Net Promoter Score (NPS) through effective service delivery management
- Fostered a high-performance team culture via targeted mentorship and training, supporting individual growth and team success
- Utilized data-driven insights to strategically grow the team from 11 to 42 members, aligning resources with operational needs and client requirements
- Actively managed and reported real time on SLAs in ServiceNow and Tableau, ensuring high compliance levels and consistently exceeding client expectations
- Built trusted client stakeholder relationships, enabling efficient communication, rapid decision-making, collaborative roadmap planning, and effective escalation resolution
- Served as a trusted advisor to stakeholders by providing expert guidance on technology solutions that align with business requirements and objectives.
- Increased customer satisfaction scores by implementing feedback-driven improvements in IT service delivery processes.
CII Tech, Inc
Sr Data Center Services Manager
08.2014 - 09.2021
Job overview
- Led company rebranding and shifted focus to datacenter services
- Implemented compliance and process improvements, driving 75% client growth
- Managed $20M + in IT Facilities related projects: 30,000+ device relocations, data center and lab decommissioning, new build outs, and relocations
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
Hewlett-Packard Company
IT Services Sales Support Executive - Greater Western Europe
06.1998 - 07.2014
Job overview
- Spearheaded SES sales growth from $10M to $100M+ in three years, leading strategic campaigns (Cloud, Mobility, Security, Big Data) across Western Europe
- Drove market analysis and corporate alignment to achieve #1 EMEA subregion ranking
- Established and managed strategic advisor programs (Gartner, etc.) and directed a $3B sales transformation initiative
- Boosted sales performance by providing efficient administrative support to the sales team.
- Improved sales team productivity, coordinating schedules and appointments for potential clients.
Hewlett-Packard Company
IT Software Consulting Program Director - Worldwide Elite Team
06.1998 - 07.2014
Job overview
- As a member of the 'Elite Team,' directed large-scale Enterprise IT Software implementations, achieving profitable project delivery
- Managed all phases, including executive reporting, planning (security compliance and integration), budgeting, risk management, upselling, and the development of 40-50 delivery consultants
- Led the $20M ING Netherlands CMS program, delivering a $2M upsell and a 2% margin improvement, completed on time, and spearheaded the $40M EDB Norway IT DC Discovery program, securing a $1M upsell, completed on time and within margin
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Provided ongoing direction and leadership for program operations.
Hewlett-Packard Company
Sr IT Program Manager, Internal Practice Organization - US and EMEA
06.1998 - 07.2014
Job overview
- Successfully managed a global portfolio of consulting services projects, leading over 100 consultants and overseeing a $10M average monthly churn
- Demonstrated exceptional business growth by establishing the EMEA practice and driving annual revenue from $1M to $8M
- Provided strategic leadership in forecasting, goal setting, and performance reporting, ensuring consistent project success and operational excellence across the entire portfolio
- Collaborated with cross-functional teams to develop innovative solutions that addressed complex business challenges.
- Evaluated emerging technologies for their potential impact on company operations, making strategic recommendations as needed.
Hewlett-Packard Company
IT Infrastructure Consulting Program Manager - US East
06.1998 - 07.2014
Job overview
- Led the $40M Y2K implementation of the NYC Board of Elections voter registration system, managing 11M voter records across all boroughs, including security compliance and integration
- Directed the development of an early online exchange application for a banking client
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
Education
Ohio State UniversityColumbus, OH
History Major
01.1981 - 01.1983
De Anza CollegeCupertino, CA
Information Technology Course Work
01.1992 - 01.1994
American Management Assoc
Project and Risk Management, Strategic Planning, Management of Change
01.1992 - 01.1995
Hewlett-Packard CompanyPalo Alto, CA
ITIL Service Management, CXX Level Story Telling, Strategic Portfolios, CMDB, Service and Asset Management, Compliance - legal and ethical, and other Business and IT related course work
01.1998 - 01.2014
Skills
ITIL
SLA Management
Incident Management
Request Management
Problem Management
Change Management
Automation
Process Optimization
Windows
Chrome
Apple devices
Waterfall
Critical Path Management
Baseline Management
Agile
Scrum
Risk Management
Budget Management
Management of Change
IT Service Desk tooling
ServiceNow
JSM
Jira
Infrastructure Management
Compute
Dell
Storage
Pure
Network
Juniper
PAN
System monitoring
Alerting
New Relic
Disaster Recovery
GxP Compliant
Data Integrity
Validation
Qualification
Security
Leadership
Resource Allocation
Relationship Building
Team Collaboration
Task Delegation
Strategic Task Assignment
Communication
Affective Problem Solving
O365
Google Workspace
Confluence
Zoom
Tableau
ITIL expertise
Incident management
Business analysis
Capacity planning
Work Preference
Work Type
Full TimeContract WorkLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native or Bilingual
Websites
Timeline
IT Service Manager
GRAIL / KDInfotech
10.2021 - 03.2025
Sr Data Center Services Manager
CII Tech, Inc
08.2014 - 09.2021
IT Services Sales Support Executive - Greater Western Europe
Hewlett-Packard Company
06.1998 - 07.2014
IT Software Consulting Program Director - Worldwide Elite Team
Hewlett-Packard Company
06.1998 - 07.2014
Sr IT Program Manager, Internal Practice Organization - US and EMEA
Hewlett-Packard Company
06.1998 - 07.2014
IT Infrastructure Consulting Program Manager - US East
Hewlett-Packard Company
06.1998 - 07.2014
Hewlett-Packard Company
ITIL Service Management, CXX Level Story Telling, Strategic Portfolios, CMDB, Service and Asset Management, Compliance - legal and ethical, and other Business and IT related course work
01.1998 - 01.2014
De Anza College
Information Technology Course Work
01.1992 - 01.1994
American Management Assoc
Project and Risk Management, Strategic Planning, Management of Change
01.1992 - 01.1995
Ohio State University
History Major
01.1981 - 01.1983