Lead transformation initiatives and daily operations with $8.3M budget and 60-person engineering and support teams. During tenure, areas of oversight expanded from 1 to 6 groups. Launched Enterprise Service Management program, establishing ServiceNow in campus technology ecosystem of SaaS / cloud first platforms and creating real time dynamic dashboards for analyzing metrics.Developed multi-year roadmap to scale use of ServiceNow platform from IT to 8 campus units (e.g. finance & treasury, research, public safety) with 1K+ users in 6 years. Built consensus on ServiceNow use from departmental leaders, avoiding costly (~$16M) purchases and implementations of disparate systems. Established university’s first customer engagement strategy for 13 divisions by leveraging metrics to understand needs, design improvements and secure user adoption; influencing increase in customer satisfaction ratings from 4.2 to 4.6 (on a 5-point scale) within 1 year. Mobilized team to support technical needs of 5K+ staff and faculty in transition to remote work during pandemic; developed work continuity support plan and operationalized it within 10 days.Introduced data-driven analysis approach to identify and implement automation solutions for IT help desk. Efforts improved team productivity and customer satisfaction; team served 30% more IT requests from multiple stakeholders with no additional headcount.Led rapid development of applications to support safe return to work process technology used by 20K employees, staff and faculty.Minimized risk for Security, Critical Infrastructure, and Public Health teams through optimizing processes, educating staff on new procedures and improving content knowledge. Initiated and launched service improvement and automation programs for Incident, Change, Service Asset and Configuration, Event, Knowledge and Field Services teams; improved wait time by 25% and decreased major outages by 30%.

Solicited and prioritized 100+ technology project proposals based on assessment of resource needs, and short- and long-term innovation and platform maintenance goals. Prepared slate for senior team review; received 100% endorsement. Completed projects on time and on budget.Designed and delivered training curriculum for 50+ project managers using Project Management Methodology; efforts ensured optimal performance and more efficient processes.

Built professional services firm, doubling revenue and establishing trusted partnerships.Delivered 4 transformational programs as part of multi-year SAP professional services implementation to 300K+ people at $3B client. Deployed people and readiness strategy. Realized improvement in collection time for outstanding receivables from 7 to 2.5 days.Developed methodologies and recommended people strategies to adult beverage company as part of M&A project.Implemented new accounts payable solution for pharmaceutical client; reduced overhead by automating 90% of manual processing work.