As the lead consultant my role is centered on spearheading our commitment to excellence in ServiceNow Implementations. With a vision to empower organizations through cutting-edge technology, I lead a dynamic team in delivering top-tier ServiceNow solutions. Our focus is on seamlessly integrating ServiceNow platforms to optimize workflows, enhance operational efficiency, and elevate overall business performance. Through strategic leadership and a passion for innovation, we are dedicated to providing transformative ServiceNow implementations that align with our clients' unique needs, ensuring they unlock the full potential of this powerful IT service management platform.

Guided business requirement workshops with the enterprise security team, formulating a risk management framework for a holistic enterprise risk perspective utilizing ARC content. Orchestrated significant projects tackling intricate Integrated Risk Management (IRM) challenges, overseeing the design and implementation of cutting-edge, data-driven solutions. Orchestrated the evolution of IT risk management, governance, and compliance programs to align with organizational structures, strategies, and priorities. Worked collaboratively with IRM process experts to implement sophisticated solutions, configured modules in ServiceNow, and championed the global standardization and maturation of the GRC program. Provided crucial support for year-end audits through thorough risk diagnostics and assessments.

In my capacity as a Senior Manager and Delivery Manager for ServiceNow products, I bring a wealth of experience and strategic leadership to the forefront of IT service management. With a career marked by a focus on ServiceNow, I specialize in overseeing the end-to-end delivery of ServiceNow solutions, ensuring successful implementation and deployment for our clients.My role involves comprehensive management of teams, projects, and resources, with a keen eye on optimizing operational efficiency and exceeding client expectations. I am adept at translating business requirements into effective ServiceNow configurations, providing tailored solutions that align with organizational objectives. As a Senior Manager, I play a pivotal role in shaping the overall strategy for ServiceNow implementations, emphasizing best practices and ensuring the highest standards of service delivery. I work closely with cross-functional teams to foster collaboration and innovation, creating an environment that promotes excellence and client satisfaction.With a focus on ServiceNow products, my role extends beyond project management to include strategic planning, stakeholder engagement, and continuous improvement initiatives. I am dedicated to staying abreast of the latest developments in the ServiceNow ecosystem, ensuring that our solutions are not only current but also future proof.

As an ITSM CIO Senior Associate, I have played a pivotal role in driving transformative initiatives across various domains. My experience encompasses infrastructure projects, including strategy development, end user persona creation, and comprehensive IT assessments. I have successfully integrated ServiceNow solutions, with a specific focus on ServiceNow GRC, aiding clients in identifying tools for efficient service delivery.Conducting thorough ITSM current state assessments, I have developed multiyear roadmaps to address capability gaps, ensuring strategic alignment. My global engagement includes traveling to United Nations field missions, where I defined a global IT Service resource model, contributing to the setup and optimization of field missions.A core aspect of my role involves shaping IT strategy, articulating ITSM mission and vision, and crafting roadmaps for organizations adopting ITIL best practices. I have defined diverse operating models and frameworks, extending beyond Service Desk functions to encompass various ITSM processes.

Led the establishment of a global service desk through the consolidation of local IT service desks in Singapore, Brazil, and France for the chemical division of an energy and utility company. Spearheaded initiatives to enhance ITSM and ITIL tool capabilities, resulting in improved operational reliability, service quality, cost reduction, and efficient resource utilization for Fortune 500 clients. Managed service desk functions, including consolidation efforts, process definition, and major escalations, and implemented new Incident Management and Knowledge Management systems. Held operational roles such as Change Manager, Release Manager, Process Manager, Incident Manager, Reporting Champion, Environment Manager, and Production Support Lead. Architected, defined, and developed various ITSM/ITIL processes, and conducted migrations, maintenance, and administration of ITSM tools, including ServiceNow and Remedy.

Lead and developed multiple healthcare solutions and implemented Onyx CRM solutions.

Developed various custom software products, web applications for many clients including federal agencies.

Developed decision support system and departmental application for university