- Manage Customer Success, ServiceNow and Digital Operations (MSP) practices as a member of Executive Team- Responsible for P&L, staffing and forecasting for delivery practices and internal IT- Directly manage escalations and pre-sales engagements- Launched and designed revised customer satisfaction process

- Launched and developed all new line of business for ongoing support contracts- Developed team, processes and interdepartmental standards for fixed fee, subscription based support contracts- Generated go-to-market strategy, produce offering and staff plan- Oversaw the successful completion of support contracts in Tier 2, Advisory and CSP programs

- Assumed leadership of 12 project managers in centralized Project Management Organization- Managed operating P&L for the project management practice- Implemented quality standards and audit procedures to ensure data quality - Partnered with finance department to implement Mavenlink/Kantata and integrated processes and integrated platform into new implementation of Netsuite- Managed the enterprise resource scheduling role and processes

- Managed a team of Project Manager Consultants in Microsoft and ServiceNow centric implementation projects- Oversaw and tracked weekly team targets, goals and utilization- Developed project standards in status reporting and process

- Managed and developed business process and requirements on client engagements and oversaw delivery of projects in system integration capacity.- Acted as primary liaison to project sponsors on projects involving Azure DevOps, System Center, Azure Based Web Development and Data Visualization

- Managed leaders overseeing Data Management departments for 3 distinct business units with a staff of 40-45 analysts, project managers and specialists.- Drove the adoption of enterprise wide data management standards.- Partnered with enterprise Operations leaders to implement measurable quality standards related to outages, product data integrity and enterprise search- Partnered with Sales and Supply Chain Management on client visits and engagements to ensure data quality in a high volume B2B setting

- Oversaw leaders managing 3 teams managing transactions, data integrity, level 2 triage and problem resolution for DSSI procurement platform.- Directly led integration and implementation team who oversaw the onboarding of new customers and suppliers as platform grew to over $2B in transactional volume annually- Acted as formal SAAS business liaison to IT department for project sponsorship, interdepartmental process improvement and training.

- Evolved 24x7x365 IT Operations staff to support multiple SAAS business platforms in a multi-business unit organization supporting IOT,B2B Sales and Enterprise Procurement Platforms- Formally trained in Facilitation Training and techniques for meeting and outage resolution- Partnered with enterprise training department to launch and grow Leader Development Program within CIS/IT department

-Managed 24x7x365 Network Operations Center staff and Infrastructure.-Responsible for 24 hour command center that oversaw network performance and service resolution in a clearinghouse environment with over $2B of annual transaction volume.-Developed and trained staff in newly implemented ITIL processes of Incident, Problem and Change Management.

- Resolved and communicated infrastructure related service outages. Coordinated major incident resolution and follow-up activities including post-mortem.- Administered enterprise ticketing system for Incident and Problem records (Frontrange HEAT)

- Managed shop and office network including Finance, CAD/CAM and Supply Chain department PCs and technology- Implemented and maintained company website