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David McWhirter

@cdavidmcwhirter

Message

IT service management leader at CBTS scaling 24x7 support and sustaining 96%+ CSAT across 80,000+ users.

United States

Message

At CBTS, I lead a 24x7x365, multi-tier support organization across more than 50 accounts and 80,000+ end users. The organization sustains 96%+ CSAT and 95%+ SLA attainment, and has secured $1.5M in annual contract renewals across assigned accounts.

I designed ITIL-aligned service management processes and chaired Change Control Boards across client environments. My work has also included a 15,000-user migration to Cisco HUC, major incident management for Rolls-Royce at Capgemini, and regulated clinical application support at BCforward.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, IT Service Management & Operations

Current

CBTS

Jul 2016 - Present (10 years 3 months)

Led a 24x7x365 multi-tier support organization across 50+ accounts and 80,000+ end users, sustaining 96%+ CSAT and 95%+ SLA attainment. Directed ITIL-aligned processes, chaired the Change Control Board, and managed a $1M annual program budget.

ITIL ServiceNow Zendesk PowerShell Microsoft Teams Webex GovCloud FedRAMP CJIS Compliance IRS 1075 HIPAA PCI Disaster Recovery Business Continuity Project Management Vendor Management Budget Management AI Driven Tier 0 Deflection

Major Incident Manager 2

Capgemini

Jun 2014 - Jul 2016 (2 years 1 month)

Managed major incidents for the Rolls-Royce account in a follow-the-sun model across North America, EU, and APAC. Served as interim Service Delivery Manager for 8 months, maintaining operational continuity and compliance with FOCI requirements.

Major Incident Management ITIL FOCI Stakeholder Management Escalation Management Follow The Sun Support

Lead Support Analyst

BCforward

Aug 2010 - May 2014 (3 years 9 months)

Led a 15-member global support team on a $7M Eli Lilly contract, managing clinical and regulatory applications in a regulated environment. Sustained 97.5% SLA adherence and 75%+ first contact resolution.

BMC Remedy 21 CFR GxP HIPAA SLA Management Workforce Management Project Planning Team Leadership

Help Desk Advisor

Anthem, Inc.

Jun 2004 - Aug 2009 (5 years 2 months)

Supervised a 60+ person enterprise contact center supporting 50,000 end users. Led service desk consolidation following the Wellpoint/Anthem merger and co-developed SLA frameworks and workforce management models.

SLA Management Workforce Management Erlang C Forecasting HIPAA SOX and ITGC Compliance Service Desk Consolidation Quality Management Knowledge Management