Kim Liston

Kim Liston is the current School Tours Manager at THIS IS THE PLACE FOUNDATION. Kim has also served as the Senior Director- IT Service Management & Delivery at Omnicare from January 2011 to August 2016. In their role at Omnicare, they were responsible for program director for a strategic initiative to expand the support and maintenance activities within IT to deliver $42M reduction in operating expense. Additionally, they defined and negotiated all commercial schedules and service level expectations for this managed services contract.

During their time at Omnicare, Kim successfully led the 4.5 month transition project which transferred knowledge and support responsibilities to the vendor partner on time and within budget. Furthermore, they were responsible and accountable for vendor management, ITO governance, performance management and financial management. Kim also transformed the culture within the integrated operations center to improve IT service delivery. Some of their notable achievements include implementing an operating model to align with ITIL service design, service transition and service operations processes and activities; improving abandonment rate by 52% and average speed of answer by 53% in the service desk; and achieving and sustaining 95% incident SLA adherence, 85% first contact resolution rate, and customer satisfaction rates within the 93rd percentile.

In addition to their work at Omnicare, Kim has also designed and delivered service management applications on the Service Now platform for Human Resources, Pharmacy Operations, Centralized Billing, and Pharmacy Automation teams. These solutions provided data

Kim Liston has a Bachelor of Science in Industrial and Systems Engineering from The Ohio State University. Kim is also certified in AXELOS Global Best Practice in ITIL Intermediate - Service Strategy, Prince2 Foundation in Project Management, and DevOps Institute's CAPO - Certified Agile Process Owner. In addition, they have certification in AXELOS Global Best Practice in ITIL Intermediate - Service Operations and ITIL V3 Foundations.

They work with Jerome Hirschi - Finance & HR Director, Troy Hirschi - Facilities Director, and Holly Gardner - Programming Manager & Volunteer Director. Kim Liston reports to Ellis Ivory, Executive Director.