Mary Phillips

Experience

• 

  United Airlines

  Jan 1997 - Jan 2012

  Provided leadership and mentoring to the Service Management Team with most recent focus on the Change Management Team who are responsible to control the lifecycle of all changes to the IT production environment. Improved the success rate of changes to production systems from 96% to 98% over a two year period by:• Defining successful vs. unsuccessful changes and communicating definition to all stakeholders• Developing, tracking and publishing metrics for changes • Re-aligning the Change Management Team to match their skills and interests to their areas of responsibility Ensured that standardized methods and procedures are used for efficient and prompt handling of all changes by:• Consistent reviews and updates to Change Management Policy, Process & Procedures• Gained support from IT Senior Leadership and IT Auditing to enforce Change Management PolicyMinimized the impact of change-related incidents to improve day-to-day operations by:• Developing change maintenance windows • Ensuring communication of all changes are made to all stakeholders Show less Assess the SLM Team for process improvements and workflow efficiencies. This team was responsible to develop Service Level Agreements and an IT Service Catalog.In depth assessment to the compliance of Service Level Agreements and the Service Catalog being developed revealed:• IT compliance issues with the SLA’s were causing inefficiencies of the team• Service catalog did not meet ITSM standards for use and efficiency In an effort to resolve SLA compliance and Service Catalog issues, proposed to my leadership and implemented the following:• Enhance Operational Level Agreements (OLA’s)• Create and track metrics of those OLA’s for a minimum two year period• Archive existing SLA’s for future use• Archive the Service Catalog for future enhancementTo address the ‘people’ issues, recommended (and accepted by my Director):• Re-assign the United employees to assist with creation and tracking of OLA’s• Hire one of twelve contractors who excelled in performance, to assist with OLA’s• Release eleven contractors whose contracts were due for renewal Entire proposal was accepted resulting in:• Over $1M annual cost savings for United Show less Oversee the presentation of IT Services to United’s Business Services. • Ensured service levels were effective• Provided a link among IT projects, programs, clients and resources• Provided clear and concise communication to all levels of the business units, including the Senior and Executive Leadership, with regards to projects, programs and resources.Following eight years of custom, in-house IT support for the Corporate Communications and Government Affairs Division, IT support transitioned to the IT Division level. Therefore, IT Service Delivery for Business Services included the following to this business unit:• Educate the division personnel on various IT services available for their use• Mentor the division personnel on how to utilize IT services efficiently• Gained IT leadership support to provide Executive Level support to all key division personnel Show less Corporate Communications & Government Affairs DivisionManaged a group of professionals responsible for developing and implementing strategic communication technology to facilitate company outreach to employees and outside media by:• Partnering with IT to develop and introduce SkyNet, our employee intranet• Worked with business partners on a global level to encourage the use of SkyNet as a business tool• Developed processes to efficiently post press releases to United.com in a timely manner• Developed communication technologies to facilitate distribution of messaging regarding the company’s bankruptcy filing • Developed and documented processes and procedures for all division technologies Developed, implemented, managed and continually updated a wide variety of emergency-response communication tools, designed to enable the company to respond effectively to emergency situations. Tools included:• A state-of-the-art “dark” website that preempts the normal united.com site in the event of an emergency – widely credited to be the standard setter for the industry• Partnered with AT&T to develop an ‘emergency call center’, utilizing our existing telephony, that could be activated/de-activated instantly• Configured a workstation in the Operation Control Center (OCC) to communicate directly with our server located within the division to extract PR emergency response documents from the OCC• Developed scripts to perform weekly tests of all emergency response technologies• Ensured all emergency response technology used by the division was tested weekly and problems were reported and corrected in a timely manner Show less

  • Sr. Manager – IT Service Management

    Jan 2006 - Jan 2012

  • Manager - ITSM Service Level Management

    Feb 2006 - Aug 2006

  • Manager - ITSM Service Delivery

    Jan 2005 - Jan 2006

  • Manager - Communications Technology

    Jan 1997 - Jan 2005