Andrew Michel

Background

About Andrew Michel

Driving IT Service Transformation & People-Centric Leadership Technology should work for people—not the other way around. That’s been my guiding principle throughout my career in IT Service Management (ITSM), IT Operations, and Global Service Delivery. I lead scalable IT transformations, ensuring that technology aligns with business goals while enhancing service efficiency, automation, and user experience at a global scale. I’ve led global teams of over 350 professionals across the Americas, Europe, and Asia, driving ITSM maturity, stabilizing operations, and delivering measurable impact. Whether it’s transforming IT service delivery for 90K users, optimizing ServiceNow for automation and AI, or restructuring service desks to enhance efficiency, I consistently focus on creating seamless, scalable, and cost-effective IT experiences. A few key wins I’m proud of: Spearheaded the deployment of AI-driven ITSM tools (e.g, ServiceNow AI, Chatbots, Predictive Analytics, Self-Service Portals), enhancing self-service adoption by 21%. Reduced MTTR by 22% and Major incidents by 47% through ITSM maturity, overhauling incident management, problem management, change management, and root-cause analysis. Delivered $11M in projected cost savings in Endpoint Lifecycle Management through PCaaS adoption, vendor partnerships, and strategic refresh planning for 56K devices. Improved data accuracy to 97% and ensured 98% CMDB completeness across 6.4M+ configuration items through enterprise ITSM governance framework. Generated $5.2M in cost savings and reduced core support services by 27% through implementing a hybrid support portfolio and operating model overhaul. Let’s connect if you’re looking for a results-driven IT leader who believes in technology as a business enabler rather than just an IT function. AREAS OF FOCUS: IT Service Management (ITSM) & Enterprise Service Management (ESM) IT Operations Leadership & Global Service Delivery ServiceNow Platform Optimization (ITSM, ITOM, ITAM, ESM, GenAI) Service Desk Strategy, AI-Driven Automation & Self-Service Models Incident, Problem, Change, Release, and Knowledge Management Hybrid Workforce, Remote Support & Workplace Technology Strategies Endpoint Management (Intune, SCCM, PCaaS, MDM) IT Asset Management (ITAM), CMDB, & Service Catalog Management Vendor Management, IT Outsourcing & Managed Service Providers (MSP) Process Optimization, Lean IT, & Continuous Improvement Frameworks AI, Automation, Predictive Analytics & Emerging Technologies in ITSM #opentowork