CH Robinson is a global provider of logistic services, supporting a broad range of Customers and Carriers around the world. In addition to logistics services, CH Robinson provides a robust, and continually expanding technology platform that enables Carrier and Customer services. I was responsible for the development and maturity of the Enterprise Service Management program needed to support a global ‘logistics technology’ provider. Additionally, I was the enterprise platform owner for the ServiceNow platform supporting Technology, HR, and business processes across the organization.

Allianz Technology is an internal managed services provider, delivering Infrastructure Services to other Allianz operating entities within the North American region. My current role is that of Head of Service Operations Management, responsible for IT Service Management processes, as well as the ServiceNow platform supporting both ITSM and IT business processes for our organization. Being a part of a newly established internal service provider, I lead the establishment of the Service Management organization, along with the implementation of ServiceNow. This included developing the strategy and roadmap of process definition and implementation, while supporting the delivery of a significant Infrastructure transformation program. Our program delivery included the establishment of Service Catalog, ITSM processes, CMDB and Asset Management, as well as the ongoing operational execution of processes, establishing governance and controls, reporting and continuous improvements based on KPIs and reporting analysis. Prior to my current role, I held a Director of Infrastructure Services position, during which time I had responsibility for end-user computing services, including Workstation, Mobility and Managed Print Services, as well as the IT Service Desk. During my time in this role, I worked closely with business partners to understand and resolve delivery concerns, as well as plan for and respond to upcoming business needs.

During my tenure within Allianz Life, my roles encompassed both operational management of applications, as well as project/program delivery for application and infrastructure initiatives. As a manager within the Application Services organization, I lead Business Analyst, Project Management, as well as technical development teams. I worked closely with business partners to understand their needs, and ensure that service delivery was in line with expectations and future plans. Throughout the span of this position, I lead my teams through the organizational transition from internally supported systems, to an organization incorporating delivery through a shared services model leveraging outsourcing partners.As a Program Management leader, I delivered within both Application and Infrastructure related transformation programs. In the Application Services space this included supporting business operations process and platform transformation, as well as solution selection and implementation planning for a new Policy Administration System. Within Infrastructure Services, I managed a large transformation program including the implementation of a new security and network architecture, internal data center migration, and contact center uplift. I worked extensively on vendor management and procurement functions though out, as this also included a transition between managed services providers.