Sr. Service Delivery Manager @Meta (Facebook)
CurrentGlobal Service Owner (SO) for Meta MNA and Edge POP Server CDN support delivery and Americas ISP External-Facing Support (EFS). Oversee network engineers, specialists, technical program managers, and engage third-party partners and vendors to improve operational KPIs and customer success. We deliver operational excellence to over three billion users worldwide for Facebook, Instagram, WhatsApp and cloud computing/gaming applications.Managed exponential network growth (3X in 5 years) across over 200 countries with sublinear headcount growth driving process innovation, operational efficiency, and client valueHandled complex vendor component-level quality-assurance issues with major IT equipment supplier, including trend analysis and raising awareness with key stakeholdersRecruited and hired engineers developing a collaborative team culture with negligible attritionDeveloped and taught new AI course to four verticals including use cases of Metamate, ChatGPT and AI tools for data analytics, code development and optimizationOnboarding new global MSP to Meta operations and overseeing cross-training, knowledge transfer, and content developmenet including MOPs, SOPs and hands-on case studies