Embodies the role of both a player and a coach. With a steadfast commitment to the mission and a deep-seated focus on people, drive to eliminate barriers and friction for customers undergoing transformative shifts in their work processes. Aim to leave a lasting imprint and relish the collaborative effort required to achieve flawless outcomes. Lead with deliberate intent, ensuring that every customer can leverage ServiceNow’s value attainment methodology to its fullest extent. Thrive on fostering customer-centric partnerships, fostering growth, achieving victories collectively, and championing the power of unity. Deliver decisive action and the ability to craft practical strategies. Operating within a dynamic environment, swiftly adapt, anticipate challenges, and implement effective solutions.• Cultivate trusted advisor relationships with customers, guiding them toward achieving their critical goals and key performance indicators.• Drive change initiatives to improve processes, systems, and customer outcomes.• Develop, prepare, and nurture customers for advocacy, leveraging their success stories to drive further engagement.• Collaborate with cross-functional teams to develop innovative solutions and implement best practices for customer outcomes. • Demonstrate proficiency in ServiceNow’s collection of products for automated digital operations, issue prediction and prevention, productivity enhancement, and scalable services.• Act as a senior advisor to executive leadership on customer outcomes delivery strategies and initiatives.• Prioritize and drive resolution of escalated customer issues, ensuring optimal customer satisfaction and retention.• Champion a customer-centric culture throughout the organization and ensure all teams are aligned with the company's mission and values.• Stay updated with industry trends and advancements continuously improving and enhancing customer delivery outcomes.

Partner closely with Business Unit GM's to create and lead end-to-end data product strategy, execution, and user adoption for dashboards, analytical models, and measurement frameworks, in close partnership with our Customer & Partner Organization, Sales leaders, and Go-To-Market Analytics leadership in order to develop, grow and sustain the three pillars of Product Success: Protect the Base, Vanguards, and Success at Scale.• Drive both customer adoption and early products to market• Recruit and develop talent at scale while providing hands-on guidance to the team• Monitor business performance indicators to help guide strategic direction and operational priorities for Product and Customer Outcomes leadership (e.g. identify early warning signs in account health and levers to improve)• Collaborate with peers across the Customer Outcomes and Business Unit organizations to define and activate customer experiences and meet KPIs• Create and influence cross-functional organizations with a partnership for an enterprise-level engagement model• Lead and grow global teams including architects and success managers• Bridge cross-functional teams across sales, solution consulting, Account teams, product managers, engineering, and support for seamless execution of customer adoption• Develop strong cross-functional relationships that foster deep engagements• Lead and architect large-scale customer experiences with service-oriented adoption• Deliver extensive experience in modern technology and moving from legacy - IT to Cloud, Asset management, manufacturing, and sustainability• Define and optimize technology process design with an extreme focus on productization, customer benefit, and experience.• Represent and promote complex business or technical architectural concepts internally and externally.

Accountable for delivering specified Service Offering engagements to the Customer. This requires xollaboration across business functions, customers, and partners, ensuring proper governance is followed to gain stakeholder support for the services offered.• Coach and mentor a team of Customer Outcomes consultants to achieve ServiceNow goals and create a culture of high performance• Hold the team accountable for executing using the required processes and tools to deliver per the customer’s expected outcomes • In collaboration with relevant stakeholders, responsible for establishing and refining delivery governance & approaches as appropriate, to ensure a consistent customer experience • Provide strategic thinking, building and executing a business plan to meet Customer Outcomes Service Delivery Center objectives• Possess strong business acumen, providing an accurate financial forecast and sound business metrics including revenue and resource capacity planning• Communicate and act as the escalation point of contact to facilitate collaboration, decision-making, internal alignment, and customer buy-in on proposed solutions• Drive high customer satisfaction as reflected in Customer Survey scores• Collaborate with the Sales Account Team, Global Resource Management, Customer Outcomes leadership, partner, and customer to understand the customer and the engagement; including business challenges, key stakeholders, issues, and business value being delivered.

Advise on leading practices to realize business objectives by leveraging the capabilities of the ServiceNow Platform. Lead and influence through the use of a strong background in program management and/or business process management/engineering and organizational transformation. Demonstrative ability to advise and facilitate customers through strategic planning functions including capability road mapping, establishing governance frameworks, and managing large enterprise programs.• Fanatical about customer success and tenacious at driving long-term customer value.• Serve as a Trusted Advisor, with the ability to advise executives on strategic value-based innovation and insights relative to ServiceNow business transformation programs across the ServiceNow product suite• Provide and/or help to establish and execute best practice business processes. Also, help establish best practices for Enterprise Architecture standards, functional and technical solution architecture & design, environment management, testing, and ServiceNow Platform education.• Character and integrity that inspire your team to over-achieve and instill confidence with Customers, and the ability to effectively manage escalations .• Design, facilitate and rigorously execute a governance model including an organizational structure, authorization framework, and a matrix of Customer priorities for applications and/or platforms.• Be a leader who has the ability to leverage best practices and effectively ensure delivery with excellence to customers, while focusing on customer business value• Provides program oversight through capability lifecycle planning and prioritization, including assisting in the development of program initiatives, goals, scope, success criteria and risk• Advise and mentor diverse teams, which include customer and partner resources across business process and technical delivery aspects at a program level, using influence and adaptive communication strategies.

Lead architecture, design and delivery engagements, while meeting the Business at their points of need. This includes, but is not limited to transformational IT initiatives such as application consolidation, cloud automation, IT Operations Management, Platform as a Service, IT as a Service, Enterprise Service Management, and emerging technologies.Primarily responsible for managing the successful deployment of the architecture, design and delivery solutions, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders, and maintaining high levels of customer satisfaction. The role also involves management and mentoring of other Customer Engagement Managers, Technical Consultants, and Business Process Consultants.• Intrinsically curious and passionate about researching current and emerging technologies and developing innovative solutions.• Provides thought leadership and collaborate with ServiceNow and Customer business units. • Understands the detail of the ServiceNow architecture and platform and effectively communicate it at various levels. • Understands and teaches agile software development on the ServiceNow platform and integrations with existing frameworks and platforms. • Demonstrates the value of a Center of Excellence for the ServiceNow platform and how to manage platform demand from idea to implementation. • Remains engaged with customers to ensure client's successful development, enablement, and delivery. • Identifies, leads and contributes to the creation of best practices, white papers, workshops, and the like. Interact at multiple levels within a customer account (Enterprise Architects, Technical Architects, Directors, VP’s, and CXO’s)• Excellent understanding of the architectural principles for cloud-based platforms that include SaaS, PaaS, multi-tenancy, and automation

Program Management: Day to day management of complex accounts, including management of adoption and value driven activities, coordination of ServiceNow resources to specific client needs, interaction with Sales, Professional Services, Solution Consulting, Product, Executive Management, and other relevant teamsService: Ensures that critical or crisis issues are responded to immediately and that they are resolved within the guidelines provided by the management; Manages chronic issues to resolution; Acts as the primary escalation point.Value: Identifies the business value provided by the ServiceNow solution; Understands the ROI calculus and ensures that the relationship is living up to those expectations; Understands the business objectives of the customers at various stages of the relationship and aligns ServiceNow’s services with those objectives.Product: Provide client feedback on product offerings back to the Product organization; Drives the activities of all partner organizations impacting his/her clients; Manages executive relationships both internally and externally; Visits the clients at regularly scheduled intervals; Plans and executes on value-added activities for the clients. (e.g. user forums, trusted advisor engagements).Contract Management: Ensures conformity to the contract; Identifies incidents where contractual SLAs were missed and takes the necessary action; Understands all aspects of the contract and can enforce the terms outlined in the contract; Creates the governance model and makes sure that all parties adheres to it; Identifies incidents where contractual SLAs were missed and takes the necessary action.

Lead consulting engagements from pre-sales stage to successful delivery of the project in terms of scope, deliverables, budget, client satisfaction and achievement of required business outcomes. Manage all aspects of project delivery and solution delivery. Lead and manage the implementation project team. Prepare all client facing and internal deliverables such as project plan, issues/risk register and weekly status reports. Identify opportunities to provide additional value to our clients and to work internally with the ServiceNow account team to progress. Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.• Proven implementation leadership experience with enterprise level SaaS implementations• Background in the ITIL business process, and working knowledge of IT operations• Management experience, with a strong background in coaching and appraisals • Strong communication skills which effectively set appropriate expectations with the customer• Comfortable leading workshops to the hierarchy of a Fortune 100 company• Able to draw on situational solutions for ITSM and IT Infrastructure Library (ITIL) business processes• Program & project level management of initiatives in very large multi-national customers• Comfortable delivering successful C-Level presentations for Programs and Transformations• Experienced in managing projects deploying Web Technologies (XML, HTML, JavaScript, Web Services, etc.), SaaS and involving software development• Work experience with industry leading providers of help desk, IT service management, asset management, network and systems management

Led teams across broad technical, financial, clinical and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.• Initiated the implementation of The Project Office by creating essential documentation, workflow processes, and substantial amounts of templates.• Mitigated risk factors through careful analysis of statistical data. Anticipated and managed change effectively in rapidly evolving business environments.• Defined processes and tools best suited to each project. Moved between agile and waterfall approaches depending on project specifics and client goals, creating detailed project road maps, plans, schedules and work breakdown structures.• Project-managed large-scale initiatives involving the transition of programs to new platforms and the merger of disparate systems. Results: Achieved seamless migrations and integrations that were transparent to customers, accomplished with no unscheduled downtime and delivered under budget.• Developed SharePoint solutions to monitor and control The Project Office initiating, qualification, planning, executing and closing of all projects.• Developed additional SharePoint sites to host the IT Departmental Stewardship goals, financial planning, meaningful use and other health system initiatives.• Aided in the development of a transition plan to migrate from Remedy ticketing system to ServiceNow. There is specialized design currently under way in regard to the Project Management components of ServiceNow.• Implemented numerous Meaningful Use initiatives that are the foundation for successful attestation for the Health System.

Direct all phases of programs from inception through completion. Responsible for the costing, scheduling and technical performance of company programs or subsystems of major programs. Participate in the negotiation of contract and contract changes. Coordinate in the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract.• Supervision of $22 million software solution implementations that passed Quality Assurance and deployed on schedule for the Federal Government.• Designed and implemented technical training strategies while aligning technical learning strategies with business strategy and learning requirements for 3,500 end users. • Designed business technical initiatives into development solutions and assess effectiveness of current tools and processes to continuously improve products and learning services.• Organized, led and facilitated requirements gathering sessions for new operational and training development that decreased the past error margin on 9 software projects by 52%. • Instruction and supervision of military, civilian and government contracted personnel.• Supervised the development of 6 internet web applications currently used by over 4,000 personnel.Act as the contractor's point-of-contact for program activities, leading program review sessions with contractor to discuss cost, schedule, and technical performance. Establish design concepts, criteria and engineering efforts for product research, development, integration and test. Develop new business models and expand the current product line in support of enlisted and officer accession missions. Establish milestones and monitor adherence to master plans and schedules, identify program problems and obtain solutions, such as allocation of resources or changing contractual specifications. Direct the work of employees assigned to the program from technical, development and administrative areas.

1993 - 1994 (Rifleman)Employed the M16A2 service rifle, the M203 grenade launcher and the squad automatic weapon (SAW). Engaged as a primary scout, assault troop, and close combat force available to the MAGTF. A fundamental part of a Marine infantry organization, and as such the nucleus of the fire team in the rifle squad and the scout team in the LAR squad. As a non-commissioned officer, was assigned as a fire team leader, scout team leader, rifle squad leader, and rifle platoon guide.1994 - 2005 (Anti-Tank Assaultman / TOW Gunner)Responsible for the tactical employment of the M220E4 TOW2 Weapon System, anti-armor operations, and tactical vehicle operations. Provided medium and heavy anti-armor fire in support of the infantry battalion, LAR battalion, tank battalion, and the MAGTF. As a non-commissioned officer was assigned as a gunner and squad leader.2005 - 2013 (Infantry Unit Leader)Assist commanders and operations officers in the training, deployment and tactical employment of rifle, weapons, LAR, and antitank platoons/companies for infantry and LAR battalions, ensuring all Marines are proficient in employment of infantry weapons systems. Supervise and coordinate the preparation of personnel, weapons and equipment for movement and combat, the establishment and operation of unit command posts, the fire and movement between tactical units, the fire of supporting arms, and the unit resupply and casualty evacuation effort. As a platoon sergeant or section leader in the rifle, weapons, heavy machine-gun, LAR, and anti-armor platoons, advised the platoon commander on all issues of discipline, morale and welfare.