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Matt Cruse is an experienced professional in IT Service Management, currently serving as Manager of Service Operations at Blackbaud since June 2015. Matt has successfully led initiatives in Change and Problem Management, including migrating to a modern SaaS ticketing platform, resulting in significant efficiency gains. With a focus on KPI-driven improvements, Matt has achieved a notable reduction in validation time for major incidents. Previously, Matt held roles such as Service Operations Team Lead and Senior Change Manager, demonstrating a strong commitment to process improvement and team engagement. Prior experience includes customer service and account management positions, complemented by a degree in Computing in the Arts from the College of Charleston.