Steven M. Oyler
Fenton
Summary
Dynamic IT Service Delivery Manager with a proven track record of excelling in project management and operational efficiency. Expert in budget forecasting and compliance adherence, driving significant process improvements that enhanced service delivery. Adept at cross-functional collaboration, leveraging data analysis to align technology initiatives with organizational goals.
Overview
26
26
years of professional experience
Work History
IS Service Delivery Manager
Lake Trust Credit Union
Brighton
09.2017 - Current
- Lead enterprise IT service operations across Service Desk, Desktop Support, Branch Support, Engineering, Access Management, Technical Recovery, Asset Management, Operations, and Procurement.
- Oversee enterprise applications and service delivery processes, ensuring scalability, compliance, and alignment with organizational goals.
- Direct enterprise project management initiatives, including ticketing/knowledge platform modernization, digital banking integrations, and core banking upgrades.
- Partner with executive leadership to identify technology opportunities that enhance member experience and operational efficiency.
- Govern ITIL disciplines: Incident, Problem, Change, Business Continuity, Service Level Management, Asset Lifecycle, and Patch Management.
- Present operational KPIs and department scorecards to leadership, using insights to guide resourcing and process improvements.
- Managed cross-functional teams to enhance service delivery and operational efficiency.
- Budget management and forecasting to ensure resource alignment with service objectives.
- Monitored and reported on service level agreements, maintaining compliance and performance standards.
- Assessed existing systems and identified areas needing improvement or automation.
Vice President, IT Infrastructure Manager
Huntington Bank
Flint
07.2012 - 09.2017
- Directed enterprise infrastructure and service delivery processes across multiple business units.
- Established governance frameworks for ITIL disciplines, risk management, and compliance.
- Accountable for budget forecasting, resource alignment, and strategic IT initiatives.
- Orchestrated monthly IT compliance meetings alongside executives to guarantee adherence to service level agreements.
- Developed and executed strategic plans to support the vision of the organization.
- Collaborated with executive team members on major decisions regarding company-wide initiatives.
- Implemented process improvement procedures that resulted in cost savings across the board.
Service Delivery Lead
IBM
Flint
12.2005 - 07.2012
- Delivered enterprise IT initiatives from inception through implementation across global teams.
- Directed software packaging, distribution, Tier 3 support, and release management.
- Applied LEAN methodology to streamline workflows and improve efficiency.
- Managed KPIs and SLAs to ensure operational excellence and client satisfaction.
- Implemented ITIL best practices to optimize incident management and improve response times.
- Monitored and analyzed service performance metrics to identify trends and make data-driven decisions.
- Facilitated stakeholder meetings to align service delivery strategy with business objectives.
IT Systems Engineer
AT&T
Flint
05.2000 - 12.2005
- Provided enterprise software distribution services for 120,000+ workstations and servers.
- Collaborated with cross-functional teams to define system requirements and develop solutions.
- Executed deployment scripts and managed software updates across various platforms.
- Conducted performance testing and optimization to enhance system efficiency.
- Documented system architecture and procedures to facilitate knowledge sharing.
- Monitored system health and responded to alerts to minimize downtime.
- Supported developers, change management, and technical support teams to ensure project success.
- Configured and maintained system environments to ensure optimal performance and reliability.
Education
Bachelor of Science - Information Technology
Baker College
01.2008
Skills
Service level management
- Project management
- Budget forecasting
- Process improvement
- Cross-functional collaboration
- Data analysis
- Compliance adherence
- Stakeholder engagement
- Change management
- Operational efficiency
- Solutions development
- Incident management
- Service level agreement management
- Technology evaluations
- Business intelligence
- Vendor management
Accomplishments
- Spearheaded modernization of enterprise ticketing/knowledge platform, improving user experience and analytics.
- Directed enterprise disaster recovery planning and readiness exercises, strengthening organizational resilience.
- Negotiated vendor contracts and resolved procurement escalations, ensuring uninterrupted service delivery.
- Led digital banking integrations and core banking upgrades, aligning technology with member service excellence.
Timeline
IS Service Delivery Manager
Lake Trust Credit Union
09.2017 - Current
Vice President, IT Infrastructure Manager
Huntington Bank
07.2012 - 09.2017
Service Delivery Lead
IBM
12.2005 - 07.2012
IT Systems Engineer
AT&T
05.2000 - 12.2005
Bachelor of Science - Information Technology
Baker College