● Lead 117-person ServiceNow and Salesforce global professional services delivery team for Wipro’s largest global enterprise account, delighting the client through cost savings, focused deliverables, and margin improvement.● Drive a time to value customer service delivery framework using Agile development methodologies to clearly communicate and demonstrate transparent, actionable service improvements.● Build a Roadmap to Green plan consisting of 26 get-well projects addressing attrition, operational efficiency, onboarding, reporting, career path planning, and other continuous service improvement initiatives. ● Add 45 Salesforce consultants in 6 months, responding to operational process gaps, high attrition rates, and frequent escalations with a customer-centric, highly supportive solution. ● Establish an annual Innovation Summit, providing a platform for Tech Leads across multiple technology disciplines to consult with client leaders, actively leading client improvements through education and transparency.● Launch a formal Leadership Training Program client service offering, partnering emerging leaders with mentors during project execution phases, enabling performance evaluation and building confidence and preparedness.

● Performed a dual leadership role, managing services delivery and business development, leading a 110-person team of managed and professional services US-based and offshore consultants on Teradata’s largest global enterprise account. ● Delivered development and production support for comprehensive, $14M AR enterprise data warehouse and data lake ecosystem.● Restructured contracting to standardize and streamline service delivery, improving onboarding across all client departments by establishing clarity and continuity. ● Influenced strategic planning for the sales organization by leading with a continuous service improvement approach, which subsequently led to sales and business growth opportunities.● Increased services team size from 20 to 110 based on emerging client needs and technology requirements, earning President’s Club recognition on multiple occasions.● Designed and delivered an initial global ITSM configuration, leveraging ITIL Expert certification and IT management experience to lead ServiceNow developers and cross functional teams on automation projects.● Automated significant portions of managed services onboarding, restructuring the account management process to achieve a seamless handoff from sales through start of services delivery leveraging Salesforce and ServiceNow.● Developed templates to efficiently create operations manual, project timeline tracking, communications, automating task assignment and tracking, client satisfaction workflow, operational metrics, and continual service improvement.

● Oversaw a multi-million dollar department budget, managing teams of up to 35 technicians in all aspects of 24x7 monitoring, troubleshooting, and maintenance of 100% of IT applications, infrastructure, and systems.● Drove performance improvement within 3K+ systems across the nation, leading production operations and incident response, including daily server backups and system report generation for company-wide distribution.● Led incident service restoration on 120+ mission critical applications including billing systems, impacting 75K+ field employees by delivering rapid, customer-focused IT service and support.● Mentored co-workers and team members with a responsive, active listening approach, additionally performing hiring, performance management, PIP execution, and employee exit practices.