Team Leadership & Strategy: Manage and mentor a global team of 70, overseeing day-to-day service operations and leading initiatives for holiday coverage among Provisioning Specialist groups (L1, L2, and L3) to ensure continuous service and optimal team performance.Customer Success Management: Collaborate with cross-functional teams to drive customer success, handle escalations, and manage high-priority cases. Established best practices for managing acquisition support cases in ServiceNow, setting up processes across initiation, planning, execution, and closure phases.Process Improvement & Documentation: Spearhead the creation of Knowledge Base articles, focusing on developing content that supports Customer Service Management (CSM) and Service Portfolio Management (SPM) integration. Ensure clear, concise documentation that empowers team members with actionable insights and standardized processes.Subscription & Migration Management: Lead subscription migration processes, including the critical tracking of provisioning and deprovisioning tasks, preventing billing duplications, and verifying partner/customer Microsoft Tenant IDs to ensure smooth transitions.Billing & Issue Resolution: Address and resolve complex billing errors, provisioning discrepancies, and API-related issues. Work with vendors for efficient order management, handle defect logs, and document resolutions to enhance service reliability.Data Analysis & Troubleshooting: Utilize in-depth data analysis to drive decision-making, troubleshoot service issues, and create streamlined workflows that enhance efficiency. Employ SQL skills for accurate reporting and analysis, ensuring clear tracking of metrics.

Team Development & Leadership: Oversaw a team responsible for critical service delivery operations, ensuring alignment with company goals and customer needs. Developed team members' skills through targeted training and mentorship, which improved productivity and service quality.Process Optimization: Led initiatives to streamline workflows in provisioning and support, reducing case resolution times by implementing process documentation and best practices that were later adopted across departments.Cross-Functional Collaboration: Collaborated with product, support, and vendor teams to address complex provisioning challenges, improving customer satisfaction and minimizing errors. Established communication protocols that enhanced issue resolution efficiency.

Technical Issue Resolution: Managed and resolved complex provisioning and API issues, applying technical expertise to troubleshoot effectively and reduce downtime. Recognized for minimizing service disruptions by quickly identifying root causes and implementing solutions.Process Documentation: Created detailed process documentation for provisioning tasks, providing clear guidance for team members and ensuring consistency in service delivery. This documentation later became the standard across the department.Customer and Partner Support: Acted as a primary point of contact for customer and partner inquiries, delivering high-quality support and building strong relationships. Known for my attention to detail and proactive communication, which helped prevent escalations and maintain positive partnerships.