Deb Lloyd-Leininger Email & Phone Number

Chesapeake, Va, Us

New York, New York, Us

As Director of Program Operations at Furnished Quarters, I implemented strategies to drive growth, foster innovation, and enhance operational efficiency. My responsibilities encompassed program, project, and portfolio management, as well as change management, release management, and defect management. I introduced a new intake process to streamline requests and prioritize work effectively. Additionally, I spearheaded the development of Asana programs, workflows, and automation to optimize project management and team collaboration. I created comprehensive SOPs, developed rollout plans, and facilitated training to ensure seamless adoption of new technologies and process changes. By leading cross-functional initiatives and mentoring a high-performing technology team, I cultivated collaboration and empowered teams to deliver impactful results, driving organizational growth and operational excellence.Key Achievements: • Introduced and established Agile practices, including Kanban boards, daily standups, backlog refinement, prioritization, iterative delivery, and appropriate Agile ceremonies, improving team alignment and efficiency by 25%.• Built an end-to-end Project and Program Portfolio Management suite, improving prioritization and accountability for team members. Additionally, I provided release notes and training across all departments within the organization. • Designed and executed comprehensive frameworks for Release Management, Change Management, Defect Management with root cause analysis, and Intake Management, streamlining requests and enhancing technology delivery consistency.• Managed and mentored a technology team of developers, web developers, and system administrators, fostering collaboration and delivering high-quality results.• Simultaneously served as Program, Project Manager, and Scrum Master, quickly aligning operations with business goals and cross-functional collaboration.

Indianapolis, Indiana, Us

Key Achievements:• Spearheaded program management efforts for a multi-year migration project, transitioning 30 Medicare, Medicaid, and dual markets from a legacy platform to Edifecs, including importing 24 months of historical data, ensuring continuity and compliance.• Directed a $20M portfolio supporting claims processing for 30 Medicare and Medicaid markets, scaling operations to process 1M+ claims daily while maintaining regulatory compliance.• Built and led 10+ Agile teams comprising 150+ professionals, including Managers, Team Leads, and technical experts, driving accountability, innovation, and retention.• Delivered end-to-end claims processing projects under a comprehensive program management framework, achieving 100% success in external security and audit reviews and aligning technology plans with organizational goals.• Launched Tech Forum 2.0, an employee engagement and development initiative tailored to IT professionals across all levels:o Tech Forum 2.0: Showcased team innovation and achievements. Leadership Level Up: Provided training for new leaders and skill enhancement for seasoned professionals.o Bits & Bytes: Conducted workshops to upskill staff across the IT organization.o IT Time: Facilitated peer-to-peer Q&A through open office hours.• Developed and implemented a 3-year digital transformation roadmap, modernizing platforms, automating EDI workflows, and reducing adjudication and encounters process times by 1% annually for 5 years.• Led program-level initiatives to ensure compliance with state Medicaid SLAs, safeguarding HIPAA and PHI data integrity through stringent security practices and operational excellence.• Established a culture of collaboration and empowerment, enabling high-performing teams to adopt data-driven decision-making and continuously improve operational outcomes.

Indianapolis, Indiana, Us

Key Achievements:• Established an Enterprise-Wide File Exchange Support Center of Excellence, with 25 team members providing 24/7 support for Government and Commercial initiatives.• Introduced Incident, Problem, Change, and Request Management processes, reducing Request Management acknowledgment times from 14 days to 24 hours and increasing first-contact resolutions by 30%.• Developed a comprehensive Playbook consolidating file exchange procedures, process improvement guidelines, and standard operating policies aligned with ITIL Best Practices. • Created metrics and reporting mechanisms, improving application stability, reducing MTTR, and enabling continuous improvement through root cause analysis.

Us

As the Director of Service Delivery, I was tasked with assembling a comprehensive delivery team encompassing Service Desk, Desktop Services, Field Services, and Asset and Inventory Management functions. My initial focus was on resolving an ongoing ServiceNow implementation project that had veered off track and exceeded budgetary constraints.Developing architectural blueprints and strategic deployment plans, I ensured alignment with module dependencies, corporate strategy, business needs, and organizational maturity levels. Over a span of 6 months, my team and I successfully implemented critical modules such as Request Management, Incident Management, Problem Management, Change Management, Operational Technology Management, Project Management, Demand Management, the Service Catalog, CMDB, Runbook Automation, Reporting, Asset Management, and Root Cause Analysis.Emphasizing continuous education, iterative progress, and continual improvement, we maintained stringent SLAs while accelerating time-to-value and enhancing user experience, thereby facilitating user adoption.• Led establishment and management of a comprehensive team covering Service Desk, Desktop Services, Field Services, and Asset and Inventory Management.• Prioritized resolution of an ongoing ServiceNow implementation, addressing budget constraints and realigning efforts for success.• Developed architectural blueprints and strategic plans, considering dependencies, strategy alignment, and organizational maturity.• Implemented phased rollout of critical modules, including Request, Incident, Problem, and Change Management.• Seamlessly integrated suites for end-to-end visibility.• Cultivated a culture of continuous improvement to uphold SLAs and accelerate value.• Enhanced user experience through education initiatives and framework enhancements.

Business Administration And Management, And International Business

Business Administration And Management, General

Applied Science