Adam Hufnagel is an experienced IT professional currently serving as the Information Technology Service Delivery Manager at Mattel, Inc., where responsibilities include collaborating with Mattel and HCL to enhance ITIL processes and the CFS team. Previously, Adam worked as a Senior ITSM Consultant at Sony, leading the transition of the Global Security Incident Review Team to ITIL/ITSM processes, and served as CFS Global Manager and ITSM Change Manager at HCL Technologies, managing a team and overseeing ITIL processes for Rockwell Automation. Adam's career also includes roles such as ITSM Senior Change/Release Manager, Senior ITSM Service Practitioner at QBE Insurance, and Service Desk Supervisor at the University of Wisconsin - Whitewater, showcasing a strong background in IT service management and process improvement. Adam holds a Bachelor of Science in Management of Computer Systems from the University of Wisconsin-Whitewater.