Lithia Motors, Inc.Director, Technology Service Operations
Nov. 2020 - Jun. 2024Medford, Oregon, United StatesAt Lithia Motors, I led the Technology Service Operations during an exhilarating period where the company's revenue soared from $13B to $32B. I directed a team of 65 talented professionals, emphasizing scalability and cost-effectiveness, and managed a robust $7M budget. My role involved enhancing IT service management through strategic roadmap implementation, focusing on comprehensive organizational changes and advancing our ServiceNow capabilities. ► Boosted enterprise-level support team capacity by 43% in one year, managing higher initial costs through strategic use of skilled contract resources and salary adjustments to align with market rates, setting the stage for sustainable growth and a 12% reduction in per ticket costs year-over-year. ► Improved Tier 1 support response times significantly, increasing the Average Speed of Answer from 36% to 80% and First Call Resolution from 70% to 85%. ► Dramatically lowered the support ticket Abandonment Rate from over 5% to under 2% and reduced Average Handle Time from 15 minutes to 12 minutes. ► Increased the Tier 1 ticket closure rate from 41% to 75% and overall service delivery closure from 75% to 93%. ► Revitalized our ServiceNow request portal, enhancing the user experience and expanding support capabilities. ► Transitioned 85% of IT support workload to a global managed service provider in two years, reducing operational expenses by 15% while maintaining customer satisfaction over 92%.