Lead technology and support activities for all SaaS clients, as well as product support for on-premises clients. $XXM budget including 184 full-time resources across North America, UK, and India with technology ownership for customer solutions, compute, network, storage, and database. Focus on driving execution against financial plan, strategic initiative implementation, client stability, customer churn, and leadership development.• 9+ years of execution at, or below, the financial plan.• Sole oversight of a multi-year, multi-country data center consolidation program driving $5M of annualized savings.• Exceeding 24x7 operations target of 99.9% availability.• Support continued revenue growth and expansion of SaaS clients• Coaching and mentoring of Sr. Directors• Targeting cost optimization activities across hardware, software, and managed services.

Lead and oversee the strategic direction and execution of global SaaS operations to ensure the delivery of high-quality, hybrid cloud solutions to our clients. This includes 24x7 SRE, DevOps, Infrastructure Services (Network, Server, and Storage), Performance Engineering, and L2 / L3 Product Support.* Developing and implementing operational strategies to optimize SaaS delivery processes and enhance overall efficiency.* Collaborating cross-functionally with product management, engineering, and customer success teams to drive product roadmap execution and ensure alignment with customer needs.* Leading a team of talented professionals to deliver exceptional customer experiences and drive continuous improvement initiatives.* Overseeing service-level agreements (SLAs), performance metrics, and key performance indicators (KPIs) to ensure service excellence and meet business objectives.* Establishing and maintaining relationships with key stakeholders, including clients, partners, and vendors, to drive successful project delivery and foster long-term partnerships.* Driving initiatives to enhance scalability, reliability, and security of SaaS platforms while maintaining compliance with industry standards and regulations.

Oversee Global Cloud Technology Services and Security activities including SaaS environment delivery, budgeting and forecasting, metrics and reporting, training and communications. Supervise 38 staff executing key applications in hybrid cloud to execute service level agreements. Collaborate with corporate executives to promote market differentiation and growth of hybrid cloud strategy and target markets. Execute business process enhancements to lower time to value in highest velocity cloud products.• Implemented multi-million dollar mission-critical cloud originations, fraud, and collections systems with 99.9% service level agreements (largest was $60M).• Implemented and matured Operational reporting for Network Operations, Database Engineering & Operations, DevOps, Infrastructure Engineering, and AWS FinOps• Ownership of IT Service Management including Incident, Problem, Change Management, and the Configuration Management Database (CMDB)• Partnered with professional service organization to standardize project delivery framework reducing friction and increase delivery. • Secured 5% additional hardware discount from major supplier saving $500k annually.• Lowered implementation effort on projects by 50%+ on portfolio growing by 100% yearly.• Worked with product teams to uncover ways to decrease COGS costs including using open source applications, streamline tech stacks, and negotiated additional discounts with Value-Added-Resellers.• Deployed staff on high volume cloud products decreased by 75%.• Reduced time-to-value by 2.58% for customers in fraud, collections, and originations portfolios.

Guided 27 global employees producing quarterly updates to COGS models in business operations for global technology services and security sector. Promoted improved visibility to high cost areas. Updated finance allocation prototypes promoting product level profit and loss and enhancing visibility to high cost areas including database, licensing, high availability, and disaster recovery. Delivered customer environments in private cloud across fraud, collections and recovery, and originations. • Assisted Cloud Ambassador Program to teach pre-sales enterprise about IT and security processes and best practices including cloud delivery and datacenter strategy, cloud services, infrastructure, and security.• Secured more than 80 certifications while decreasing standard pricing requests by 50%.• Achieved 125% annual cloud growth representing nearly 25% of FICO revenue.

Led 20 personnel in U.S. and U.K. in launching project management office and base activities for global technology services. Created COGS prototypes to accurately determine cost of delivering cloud products. Introduced vendor manager function to simplify purchase requests from Global Technology Services team. Initiated training and communications unit to improve insight in functional areas including PMO, network, database, server, storage, and operations.• Decreased custom costing time for cloud agreements by 50%.• Implemented best practice for three Value-Added-Resellers and re-negotiated deals with largest vendors resulting in 15-20% cost reduction.

Oversaw five-person professional services team executing originations platforms for initial cloud customer with Decision Management Platform (DMP) and FICO Application Studio. Applied product knowledge to other global implementations including helping launch company’s cloud business.• Produced average application processing time of less than five seconds. • Enhanced workflows and external cost avoidance for 30% of applicants.• Delivered project from requirements gathering to implementation in six months.

Guided performance, margin, and delivery status of enterprise reporting during integration of Perot System’s $3B outsourcing services portfolio. Supervised matrixed team of six technical leads in agile delivery framework. Led recruiting efforts at Arizona State University. Stabilized Dell Financial Services tax software implementation (Vertex O) handling sales tax remittances in all 50 U.S. states on $4B+ portfolio. Implemented Dell 2.0 program supporting financial and operational forecasting teams.• Managed $5M budget to create global, cross-functional business intelligence for 800+ users assisting demand pipeline, time entry, resource utilization, project P&L, and compensation reporting.• Connected E2E services delivery, human resources, finance, and reporting tools integrated platform.• Converted 6,000 existing projects under account, revenue, and expenditure business protocols. • Reduced instability in critical corporate tax calculation system by more than 50%.• Initiated custom, live fraud screening application lowering fraud by $25M in first year.• Nominated and accepted into Dell's IT Rotation Program to produce next generation of IT leaders.• Identified pipeline of two IT interns annually.• Decreased production system stability problems by 90% in 60 days.• Improved processing performance by 500%.• Assessed existing processes and noted improvement options including merging two operational forecasts reducing forecasting time by 50% and raising forecast accountability within operations team.

Directed up to six cross functional team members in producing custom monthly global SaaS billing system for British Telecom’s $650M outsourcing contract with Proctor and Gamble. Custom hosting of SaaS. Led project delivery across financial, IT, and healthcare spaces and technical delivery team (developer, DBA, and QA analyst) for SaaS implementation. • Devised streamlined data mart of all global IT spend for 20+ enterprise vendors.• Engaged $8M monthly invoicing files and supported 200+ global legal entities and 100,000 employees.• Executed three-day monthly closing process with inventory variance analysis and executive summaries.• Assessed redundant processes and eliminated monthly inventory validation by 50%.• Analyzed failed changes to determine root cause and reduce overall implementation errors by 25%.• Eliminated unnecessary steps in procedure to increase change process by 15%.• Audited financial and fair trade reporting for 1B+ transactions and query performance within 10 seconds.• Reconciled monthly IT invoices for WAN, LAN, mobility, and long distance calling.• Implemented monthly multi-million dollar billing invoices within first 30 days.• Designed detailed inventory tracking and reconciliation reporting through user interface reducing reconciliation process from weeks to less than three days.

Redesigned consumer and business fraud review process, utilizing Six Sigma methodologies, and reduced annual fraud losses by $20M. Provided trending analysis, vintage performance, and first payment default reporting.• Implemented new data integrations and reduced data delivery times by 95%.• Utilized offshore statisticians to identify patterns and performed fraud model validation.• Implemented SAS rules engine to screen all incoming consumer and business credit card transactions.• Reduced manual touch rate to less than 2% and decreased order processing

Small and Medium Business Sales / MarketingCompleted a 6 month Green Belt BPI project that reduced 99% of manual work required for Small and Medium Business commission payouts.Designed, developed and implemented Sales Rep Commission process utilizing a SQL Server 2000 database, an online org chart (ASP) and a detailed log file process to maintain data integrity and accountability. This process eliminated manual work and increased the accuracy of commission payouts.Created an ASP webpage linked to a backend SQL Server database that provided online reporting for a Dell sponsored sales rep spiff. This resulted in over $1.5M in incremental revenue for DFS.

Utilized Six Sigma methodologies to reduce compensation cycle time by 95%. • Earned Business Process Improvement (BPI) green-belt certification• Provided sales rep performance metrics, order cycle time, and seniority reporting • Shared ownership of the FY’05 – FY’06 IT roadmap • Worked with executives from all business units to refine business strategy, prioritize high value initiatives, and submit a final plan for budgeting