Michelle Cassidy
@michellecassidy
I lead global ITSM transformations, ServiceNow strategy, and scalable service operations.
United StatesWhat I'm looking for
At STERIS, I lead global Service Desk operations across the US, India, UK, and Mexico while driving ITIL-based transformation across Change, Incident, Request, and Knowledge Management. I own ServiceNow strategy, launched CAB governance, and use reporting and analytics to improve SLA performance, service maturity, and user experience.
Previously at Progressive and Rockwell Automation, I led infrastructure, data center, network, telecom, and enterprise ITSM teams. My work reduced deployment timelines from 12 weeks to five weeks, cut change turnaround time by 85%, eliminated more than $1M in annual operating costs, and supported 99% uptime across critical services.
Experience
Work history, roles, and key accomplishments
Leads global Service Desk operations and drives enterprise ITSM transformation, including ITIL-based practices and ServiceNow platform strategy. Designed and launched a Change Advisory Board governance model and leads adoption of ITIL practices across IT and business stakeholders.
IT Manager, Regional and Branch Infrastructure
Aug 2020 - Feb 2024 (3 years 6 months)
Led a team of 18 engineers, consultants, and PMs delivering IT infrastructure across 350+ locations. Implemented LEAN IT and process optimization, reducing new site deployment timelines from 12 weeks to 5 weeks.
IT Manager, Systems and Infrastructure Services, Metro Data Center
Jun 2018 - Aug 2020 (2 years 2 months)
Managed a team of 14 engineers responsible for data center and mainframe operations, achieving 99% uptime. Coordinated disaster recovery, business continuity planning, and facility improvements.
IT Manager, Network and Telecom Operations Center
Mar 2017 - Jun 2018 (1 year 3 months)
Led 12 engineers maintaining enterprise-wide network and voice infrastructure with 99% uptime. Leveraged incident and problem management data to reduce operational costs by $1M+ annually and developed an IT leadership bootcamp program.
IT Manager, Service Management Competency Center Tools
Jun 2010 - Feb 2015 (4 years 8 months)
Managed a global team supporting enterprise ITSM platforms and processes. Led implementation of ServiceNow and enterprise monitoring tools, reducing change request turnaround time by 85% and transitioning to Agile delivery.
Education
Degrees, certifications, and relevant coursework
John Carroll University
Coursework, English and Education
Completed coursework in English and Education.
eCornell University
Coursework, Diversity, Equity, and Inclusion
Completed coursework in Diversity, Equity, and Inclusion.
eCornell University
Coursework, Conflict Resolution
Completed coursework in Conflict Resolution.
eCornell University
Coursework, Women in Leadership
Completed coursework in Women in Leadership.
eCornell University
Coursework, Women in Executive Leadership
Completed coursework in Women in Executive Leadership.
New Horizons
Certification, ITIL
Completed ITIL V.3 Foundations certification.
Prosci
Certification, Organizational Change Management
Completed Organizational Change Management certification.
Six Sigma
Certification, Six Sigma
Completed Six Sigma Greenbelt certification.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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