Michele Miller
Director, Shared Services & Outsourcing
I have acquired 23 + years of experience in infrastructure management and sourcing advisory with a major service provider and three consulting firms. 14 years of prior experience was gained in real estate management and development with two national developers and a State association.
With a balanced portfolio of private sector clients across mutliple industries as well as public sector clients in all levels of government, my background includes organizational and vendor governance, program enablement, knowledge management and program/project management.
Additional expertise has been acquired in business process design and training, technical solution review and cross tower process integration, allowing me to advise and lead clients in the development of their sourcing solutions and optimization efforts from assessment to transaction and through transition.
Past engagements of note:
LED 34 + assessments for clients focused on infrastructure service operations, print services and delivery performance leading to the management of sourcing transactions and transitions.
LED governance engagements for financial and retail clients incorporating process development and execution, solution mobilization and management and a vendor optimization/relocation assessment including development of a sourcing strategy and target operating model.
CONDUCTED IT Service Level and Print Benchmark studies for three major clients.
DEVELOPED and FACILITATED business process design workshops and RFPs for Health Exchange Call Center support for three States and two Payors.
ARCHITECTED, TRAINED and IMPLEMENTED ITIL roadmaps for multiple clients IT Service Management Processes.
DIRECTED a major Program for a Chemical industry client which entailed overseeing implementation of 26 separate projects globally in the rollout of 40,000+ workstations.
DESIGNED and IMPLEMENTED multi-client call centers/service desks in US, Asia/Pacific, EMEA, and Latin America.
Specialties: ITIL / ITSM Certification v2 & v3
Governance
Knowledge Management
Global Program Enablement and Project Management
Call Center / Service Desk Management
Global Process Development and Deployment
Cross Functional IT Assessment and Sourcing Solutions