Lead the design, planning and implementation of the strategic transformation in Architecture, Platforms & Data (APD) across the globe.

Responsible for defining, owning and driving the execution of strategic plans for the Office of theChief Technology Transformation Officer and leading the change management capability across global IT. Accountable for excellence in business operations, end-to-end integration and ensuring business runs smoothly at the global function level. Driving culture,engagement, performance and portfolio management.

Responsible for all aspects connected to business strategy & plans, continual process improvement & simplification, operations and people management for the global Commercial IT organization. Supporting the Global Commercial IT Head / Divisional Lead in all key and strategic activities related to team/function engagement and development; day-to-day operations and integration with other Global IT Functions.

Business Operational Management responsible for the Novartis Global Service Center Prague and for the global IT Information Security & Risk Management function. Driving service excellence through process optimization, standardization, simplification, automation and continuous improvement. Supporting the Country Lead and IT Function Lead in all key and strategic activities related to team/function engagement and development (recruiting, professional development, integration, etc.); integration with other Novartis Global Service Centers / Global IT Functions and acting as Project Manager leading local roll-out of global IT policies and projects.

Responsible for IT global process standardization & simplification, leading the design of the processes in the IT Service Planning group (Demand, Resources and Service Portfolio Management) and the respective design & build of Service Now Demand & Portfolio product to support these processes across NBS (Novartis Business Services) IT.

Development and implementation of the process framework for Digital & Commercial Solutions (D&CS). Led the planning, design, documentation, training and deployment of 18 major processes owned by D&CS across the Commercial IT organization.

Led the definition and implementation of core processes and service offerings as part of the Mobile Solutions Center of Excellence. Acting as the interface between business customers and the Center of Excellence in the early stages of ideation and demand shaping. The role also included reviewing, approving and planning budget and resource allocation (internal and external) for all demand coming into Mobile Solutions; managing our strategic supplier partners and acting as the main interface to Services & Operations cooperating in the early definition of integration points and framework for project transition.

Mobile Factory was the Novartis internal organization responsible for end to end delivery of iOS native, Android native & HTML5 hybrid mobile application developments to globally distributed customers. I was responsible for definition and implementation of essential IT service management processes in the Mobile Factory, processes such as: service level management, customer relationship management and internal demand integration. Development of guidelines and structure to support the service organization and standardization to reduce variability and ensure quality. The responsibilities included as well the establishment of OLAs (with internal partners) and SLAs. Creation of the first Service Definition and Service Catalog for the Mobile Factory.

2 years of experience in IBM Czech Republic playing multiple roles in Service Delivery and Relationship/Account Management:Server Management - UNIX Services Manager; Jul 2014 – Sep 2014- Responsible for Service Delivery and Key Account Management- Managing the team providing services on UNIX/AIX servers for one of biggest pharmaceutical companies in the world- My assignment was focused on both business and leadership, so my responsibilities included managing operational service commitments as well as people-management tasks such as compensation management and professional development of all team members.Services Manager, Distributed Client Services; Jun 2013 – Jun 2014 - Responsible for the Shared Services teams providing Centralized Technical Support (IT 1st level remote support) and IMAC (Install, Move, Add and Change) coordination for IT assets to multiple accounts across the globe- Also responsible for driving the Lean Six Sigma transformation initiatives across the End User Services organization.Services Delivery Manager, End User Services; May 2012 – May 2013 - Responsible for managing Shared Services Center providing IT 1st Level Support in Turkish, Greek, Polish, English and French. - Service Delivery Management for key accounts and managing professional development of all team members (over 40 resources).

Over 14 years of experience working for IBM Brazil starting as a Customer Services Representative and evolving to several different roles, most notably: Quality Lead, Account Manager, Lean Six Sigma Project Manager, Transition & Transformation Engagement Manager and then finally Distributed Client Services Manager.