Jodi Hanson Email & Phone Number

Denver, CO, US

Denver, CO, US

Huntingdon Valley, Pennsylvania, US

I lead the review, drafting, and negotiation of all types of agreements, including master agreements, Time and Materials, amendments, statements of work for software offerings, SaaS offerings, and confidentiality agreements.

• I lead the strategy development, execution, and marketing efforts for start-ups in the Cosmetics and Hobby industries that are focused on premium products, customer satisfaction, and maintaining a loyal client base.
• Develop and execute business strategy (GTM) in partnership with distributors across the globe to enhance the experience of billions of consumers.
• Deliver business critical insights (product battle cards) using analytics, ensuring cross functional alignment of goals and execution to drive growth.

Lakewood, Colorado, US

• Built the professional services organization from the ground-up by leveraging expertise spanning ITIL, Agile/Scrum, and Lean methodologies to implement all frameworks and processes.
• Built, developed, and led a remote, global professional services team comprised of sales engineers, senior architects, service delivery managers, and solution engineers; displayed passionate people leadership in with.
• Brought a customer-driven focus to the company by using voice of customer insights, introducing metrics and reporting, and reframing perspectives to transform the customer experience (CX).
• Supervised the client lifecycle to ensure a successful delivery of complex solutions that exceeded quality benchmarks.
• Directed continuous improvement efforts that sought to leverage people strengths and internal resources to reduce cycle times, reduce costs, accelerate implementation, and increase overall quality and operational.

Lakewood, Colorado, US

Edinburgh, UK, GB

• Functioned as a subject matter expert and trusted advisor consulting clients on complex deals supporting a “fit for business” ITSM solution model that strengthened client technical infrastructures.
• Conducted comprehensive gap and operational analyses and facilitated key stakeholder communications to identify pain points and inform strategic planning for solutions integration.
• Supervised customer success efforts by maintaining relationships and oversee renewals, in addition to introducing new products all focused toward digital transformation, streamlining, and optimization.
• Developed and reinforced a data-driven culture that promoted transparency and clarity to all cross-functional parties while enhancing continuous improvement and performance analysis.
• Owned P&L for operations and consistently monitored ongoing engagement, performance, and results to ensure sound fiscal decision making, budgeting, and resource allocation.
• Led performance improvement strategies such as strategy, design, transition, operations and continuous improvement within the company by applying ITIL best practices.

Edinburgh, UK, GB

Norwalk, Connecticut, US

• Managed a global service desk in the IT service management function, supporting the transition of the help desk to a service desk as it relates to ITIL to reduce costs and risks and improve the customer experience.
• Leveraged key stakeholder relationships to inform strategic planning, forecasting, and resource allocation decision-making that aligned the professional services objectives to the larger mission.
• Applied Lean principles in the creation and implementation of a sustainability calculator, introducing a cost-saving solution that visualized a granular view of the for the environmental impact of clients.
• Spearheaded change management efforts to strengthen the company by improving service risk and mitigation standards, RFP/RFI responses, performance analytics and monitoring, proof of concept and pilot implementation.
• Reduced call volumes and improved service level response by 10 minutes per incident and resolution times by five days both within the first three months, respectively, by implementing best practices.

Norwalk, Connecticut, US

Norwalk, Connecticut, US

Bachelor Of Science - Bs, Business Management

Associate Of Applied Science - Aas, Network Administration & Technology