Head Of Digital Employee Experience
CurrentPioneered the implementation of the company’s first AI tool, driving operational efficiency and data-driven decision-making across IT services. Strategically integrated ServiceNow as the core ITSM platform, optimizing incident, request, change, and asset management processes to elevate service delivery. Led a team supporting over 3,500 users, including C-suite executives, ensuring seamless IT operations and effective communication with leadership.Collaborated with executive teams to align IT initiatives with corporate KPIs, consistently achieving over 90% SLA compliance while improving service quality. Directed IT Service Management functions following ITIL best practices, defining and monitoring SLAs, KPIs, and metrics for continuous service improvement. Spearheaded AI-driven workflow strategies to optimize service delivery and operational performance.As the leader of the Change Advisory Board for JSR and its subsidiaries, implemented robust change management processes, enhancing IT governance and minimizing service disruption risks. Built and led high-performing global IT teams, fostering a culture of collaboration, innovation, and delivering exceptional service outcomes.
