Joyce Ryu Email & Phone Number

Providence, RI

Hopkinton, MA

• Business relationship manager/consultant to Dell’s Strategically Aligned Businesses (SABs) -- subsidiaries, and new acquisitions -- contributing to Dell’s top-line growth and corporate strategy by fully enabling SAB.
• Responsible for Account Management, Business Development, Demand Shaping, Project Management, Business Readiness, and Customer Care; also, leverage Client Experience knowledge to proactively provide input into the.
• Leverage cross functional business strategy to consult with SAB clients to identify needs and recommend Dell Digital IT services/solutions that enable and influence the business’s strategic vision; work with clients to.

Southborough, MA

• Member of Dell/EMC Integration Core team utilizing Voice of the Customer/customer journey mapping techniques to identify cross-company process issues and gaps resulting in poor employee experience; facilitated.
• Co-program lead for End State Access program aligning multiple work streams to deliver long-term seamless network access across legacy Dell and EMC organizations and enable increased business/IT productivity and.
• Quality coordinator for End State Access program defining overall test strategy and overseeing multiple project managers to ensure adherence to plan with outputs including documented use cases/test scenarios, and.

Southborough, MA

• Facilitate team initiative to create a CIO Balanced Scorecard for IT leadership with a focus upon improved strategy execution capabilities; establish standardized KPIs and metrics across multiple service organizations.
• Drive quality planning and continuous improvement initiatives using structured problem solving methodologies, such as Lean Six Sigma and Agile Scrum; focus on corporate strategic alignment and KPIs/metrics, including.
• Provide leadership and direction for cross functional alignment and optimization of both IT and business end-to-end processes; incorporate critical process compliance and governance where needed to support process.
• Collaborate with external business partners to lead complex, cross-functional Kaizen workshops on large initiatives (e.g., EMC Onboarding, Offboarding, Talent Acquisition)
• Run the Lean Six Sigma program for IT, which includes LSS certification training, coaching/mentoring, Kaizen facilitations, and oversight of LSS process improvement initiatives throughout IT

Southborough, MA

• Led the IT Quality Services team and enabled IT to consistently deliver quality products and services through improved collaboration, adoption of standardized processes & best practices, and consulting expertise
• Implemented the Quality Framework for IT solution delivery, establishing the Quality Partner role for quality audits of Enterprise initiatives and metrics reporting for performance tracking and continuous improvement
• Facilitated Lean Six Sigma Kaizen events to improve IT delivery processes

• Responsible for driving sustainable, long-term business change by working closely with cross-functional business leaders to align processes, technology and resources with the strategic direction and growth drivers for.
• Identified critical change opportunities across the enterprise and led large, cross-functional improvement efforts including process redesign, requirements definition, business readiness, change management and ROI.
• Measured KPIs, adoption metrics, and Return on Investment; conducted root cause analysis where projected business case benefits were not achieved
• Conducted research to understand industry best practices for improving productivity and overall effectiveness; leveraged network of internal and external technology consultants to identify and collaborate on.

Providence, Rhode Island Area

Springfield, Massachusetts

Norwood, MA

• Developed and published best practice standards and improvement opportunities for interface and data management processes; consulted and educated Client Service and QA teams on service delivery models and data.
• Created and measured client retention and operational performance metrics via publication of monthly Client Health Scorecard; analyzed data for continuous improvement and assisted both Relationship Management and.
• Coached and mentored Green Belts through Champion sponsored Six Sigma DMAIC, DFLSS and Lean projects; facilitated Rapid Improvement Events (Kaizens) to lead Green Belt project teams through successful implementation of.
• Facilitated Lean Six Sigma Yellow Belt and Action Plan training sessions throughout the Mercer Outsourcing organization

Marlborough, Massachusetts

• Responsible for design and development of new processes and governance of implemented procedures related to the PWI IT project portfolio
• Identified and managed improvements to software development life cycle processes to effectively meet business needs (deployed and enhanced new/existing processes to ensure continuous value is derived)
• Identified and established key metrics for both the organization and individual software development projects in support of organizational strategy
• Partnered with cross company IT organizations to leverage processes, capabilities, best practices and tools to ensure consistent and repeatable results across the Fidelity enterprise
• Led process improvement teams across the organization specifically in the areas of: IT Estimation (Design for Lean Six Sigma project), Product Requirements Gathering / Definition (DMAIC), Production Incident.
• Completed Design for Lean Six Sigma training program

Bachelor Of Arts, English

Bachelor Of Music, Violin Performance