Senior IT Manager Resume Storytelling Example

Without Storytelling

What was the problem and what were the challenges?

When I started at the company, the IT General Controls (ITGCs) for SOX compliance were such that they were not reliable, and the company really didn’t know how far out of compliance they really were.

What was produced and delivered? What was your role?

Working with the compliance director, and utilizing ITIL guidance, I led the team in designing processes and procedures to ensure compliance.  This included deploying a new help desk system to assist documenting changes.

We created critical application roadmaps which showed the current architecture and proposed changes for years 3 years out.  We worked with the business owners to determine the proposed changes and now meet regularly to update them as the business needs change.

We added policies and procedures and defined the discipline and governance needed to make the changes sustainable. We established a Project Management Office (PMP) and a Change Advisory Board and defined their responsibilities.  I was also involved in interviewing and staffing both of these.  I contributed my knowledge of ITIL best practices.

We also created a Service Support Package for use by the PMO for each new service deployment to production.

Who got value from the solution?

The Project Management Office was happy with the policies and documents – a change control policy, Request for Change (RFC) documents, User Access Request (UAR) documents, and software release procedures.

The compliance director was thrilled with our success – our last 2 audits there have been no deficiencies in ITGCs.

We created a Change Advisory Board was finally able to review proposed changes using accurate project documentation, and they could perform cost/benefit analysis.

Revised Version With Storytelling

This person’s original resume described performing an architectural assessment and then creating new polices, procedures, and guidelines based on the findings. Governance and change management were mentioned, but it was primarily about the technology implementation with nothing about why this was important to the organization. Understanding the ‘why’ and describing who was involved provides a better sense of the importance of this project.


  • Turned around a failing SOX compliance effort, leading team in designing processes and procedures to ensure compliance with IT General Controls (ITGC). Required enterprise-wide changes and ITIL driven governance to deliver audits with zero deficiencies found,
  • Conducted a cost\benefit analysis for mission-critical applications, showing impacts to current architecture and proposed changes over 3 years. Defined and executed a roadmap as a framework to help plan and manage technology deployments.
  • Implemented an IT Service Management (ITSM) helpdesk solution based on an ITIL best-practice methodology (ServiceNow), including Change Management, Configuration Management Database, and SLA/SLM.
  • Provided strategic oversight for the creation of the Project Management Office (PMO). Delivered a Service Support Package for each new service deployment to production, which included SLAs, a roadmap, backup/DR procedures, SOX information, etc.
  • Created a Change Advisory Board (CAB) for improved controls and staffed with representatives from all functional/technical disciplines, as well as key decision makers and business stakeholders.
  • Led team in development of Change Management procedures. Wrote a change control policy, software releaseprocedures, and Request for Change (RFC) and User Access Request (UAR) documents.