Michael Smith
Signal Mountain
Summary
An experienced and natural leader in operations. Skilled in organizational oversight, financial management, and personnel leadership. As an entrepreneur has grown in strategic planning, budget oversight, and problem-solving skills.
Loves to foster a thriving staff culture, where team members talents are recognized, individual growth and development is enabled, and risk taking is encouraged.
Has a deep desire to do meaningful work.
Overview
22
22
years of professional experience
Work History
AVP, IT Delivery
Unum
10.2021 - Current
- Oversee IT Delivery operations, leading a 45 member team in executing strategic initiatives that drive technological and business transformation.
- Manage an $8.7M budget consisting of FTE salaries, software, and vendor contracts to optimize efficiency and service delivery.
- Continually strive to foster a culture of trust, accountability, process improvement, and collaboration.
- Provide executive leadership in structuring personnel, ensuring optimal staffing, professional development, and performance management.
- Ensure efficient and timely delivery of multiple annual projects that provide high-quality results and business value.
- Accountable for the development and support of a top four enterprise-wide Software as a Service (SaaS) platforms
- Delivered automated Client Onboarding System resulting in record-breaking onboarding turn-around-time, improved CSAT and increased sales cycle.
- Developed and Managed Shared Services Run team to provide break/fix support, small project delivery, and risk and compliance for 72 business applications.
- Effectively negotiate SaaS and consulting contracts.
- Establish policies and procedures that improved operational efficiency within the organization.
- Make data driven decisions to identify areas of improvement and implement changes that result in operational efficiency.
- Plan, organize, and host annual department wide 3 day offsite event for Shared Services organization.
Director, IT Operations
Unum
02.2003 - 10.2021
- Managed annual $3M IBM contract and vendor relationship.
- Developed and Implemented Unum's first IT Service Desk improving ESAT by 50% and providing $1.5M in cost avoidance.
- Director of 54 person organization accountable for all desktop support with teams members in 5 locations across the US.
- Selected and implemented Unum's first SaaS IT Delivery Platform automating countless manual processes and increasing IT efficiency.
Co-Owner
Morning Glory Doodles
04.2018 - Current
- Developed business plan including mission, goals, strategy, target market and financial plan.
- Collaborated with co-owner on strategic planning initiatives for long-term business success.
- Created team structure, roles, responsibilities, and salaries.
- Identified, trained, and equipped employees so that day-to-day operations are successfully staff driven.
- Ensure ethical breeding practices and world-class-customer-service resulting in 300+ 5 star Google reviews.
Education
Bachelor of Arts - Church Music
Bryan College
Dayton, TN05-1993
Skills
- Process Optimization
- Efficiency Improvement
- Effective Communication
- Staff Development
Timeline
AVP, IT Delivery
Unum
10.2021 - Current
Co-Owner
Morning Glory Doodles
04.2018 - Current
Director, IT Operations
Unum
02.2003 - 10.2021
Bachelor of Arts - Church Music
Bryan College
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