• Managed IT budgets of up to $330 million while supporting 1 to 3 teams concurrently including Customer Experience Services, Enterprise Infrastructure & Networking, Core Platforms & Foundations, Individual Productivity, and Team Productivity.• Developed processes to manage and forecast spend, achieving >97% forecast accuracy.• Partnered with leadership teams to build workforce plans to meet growing business needs.• Drove communications for the rollout of internal tools.

• Streamlined business operations by developing robust business and finance ROBs along with simplified and easy-to-use templates.• Onboarded and trained new Business Management team members.• Engaged in the launch of the internal Rewards and Recognition program.

• Managed IT budget of over $40 million while continually developing processes to manage and forecast spend, achieving >95% forecast accuracy.• Implemented controls to ensure budget targets were met within 3% year over year.• Provided primary business requirements for tooling enhancements to simplify internal accounting processes, reducing manual overhead and providing greater clarity on IT spending.• Produced monthly financial reports and presented to Executive-level stakeholders for both current year financial tracking as well as estimating the budget needs for the following fiscal year.• Engaged in vendor selection and supplier contract negotiations to ensure best pricing for delivery of high-quality services for the organization.

• Delivered monthly business reviews (MBRs) to Supply Chain IT stakeholders for assessing quality of IT services provided and addressing issues by implementing remedial action plans.• Developed and maintained a standard set of presentation and communication templates for consistent and clear reporting to stakeholders according to business needs and priorities.• Drove definition of Business Services within the organization, ensuring alignment with corporate IT standards, which was subsequently used as the model for other IT groups.

• Negotiated, wrote, and maintained SLA and OLA documents on an annual basis. • Prepared and delivered monthly business reviews with senior leadership and business stakeholders to drive service quality improvements.• Served as SME for the Service Level Management Function and represented the Relationship Experiences Division for IT-wide initiatives and workshops that defined standardized service level management processes and practices across MSIT based on ITIL and MOF. • Owned a $4 million project transitioning incumbent vendors to a single vendor with a fixed price model, which involved information gathering, documentation, and writing Statements of Work (SOWs).

• Managed Tier 2 support for MS Dynamics CRM driving increased support levels and improved customer satisfaction through process improvements, robust documentation, and regular stakeholder meetings.• Ensured operational requirements were documented and addressed as part of project deployments to increase quality and supportability.

• Managed the Tier 2 Incident Support Team for Sales & Services IT covering Europe, the Middle East, and Africa (EMEA).• Dotted line management responsibility for a remote team in India of 10 handling other regional and global Line of Business applications for over 35 subsidiaries.• Collaborated with global teams in other regions to ensure 24/7 high quality and seamless IT support.

• Managed the EMEA Tier 2 Support Team for Sales IT ensuring delivery of high-quality support of global and regional sales tools while maintaining 180+ customer NSAT.• Led an EMEA operations team for a major application migration including business readiness, technical preparation, data analysis, documentation, training, and post-deployment stakeholder communication.

• Provided 2nd Tier support for Line of Business applications for Sales IT to EMEA clients.• Drove issue resolution through cross group collaboration and managed business communications.• Assisted in deployment and migration of new or existing remote call center sites in EMEA, including planning and completion of technical preparations and testing.

• Managed the LAN/WAN and maintained the 50+ onsite servers.• Provided onsite and remote IT support for ~400 employees.• Helped build and deploy ~50 workstations for new site.