Leading a global team of high performing service management professionals supporting large technology accounts.

Lead a team of process and governance professionals in decreasing time to market with business agility concepts. • Effectively decrease time to market by an average 190 days for cutting edge technology products and solutions by utilizing Lean Business Agility practices and Design Thinking concepts.• Created a cross-functional governance review board of 43 director level stakeholders across core internal organizations to ensure product deliver readiness and adherence to all applicable compliance requirements.• Created a lifecycle playbook to clearly define governance requirements required to successfully deliver a product to market.• Defined metrics, continually identify and assess gaps, liaise with cross-functional leadership and drive improvements that align with strategic objectives.

Lead a team in the simultaneous delivery of multiple complex and highly-visible global managed service solutions for Johnson & Johnson.• Plan and manage the delivery of new services and products including; alignment of resources, change management, QA and regulatory compliance verification and reporting for $500m account.• Identify resources from global engineering and other cross functional teams in order to successfully deploy, manage and support products and services at customer sites globally.• Define custom solution requirements with sales and solution architects including; SOW, deliverables, implementation plan and metrics for multi-million dollar global enterprise products and services.• Ensure all deliverables are successfully completed and comply with relevant standards; including support, operational management, 3rd party maintenance and federal regulatory requirements.

Managed development and support teams with focus on creating a technology infrastructure strategy and development of a proprietary Healthcare based ERP system.• Defined business case for new development and product functionality through ROI analysis and utilization of customer workshops. • Defined CX/UX workflows, best practices, supporting documentation and management model including, escalation paths, KPIs and OKRs.• Defined change management and QA procedures in support of application development, feature and maintenance release cycles and risk mitigation. • Defined related support policies, triage and remediation procedures and facilitate support staff training, decreasing reoccurring issues by 50%.• Streamlined order forecasting and best value procurement realizing 22% reoccurring savings in mobile services, 18% in end user technology and 30% in productivity application licensing.• Managed vendor relations, SLAs, contract terms and vendor performance metrics in order to minimize user impact and outage reporting. • Capacity utilization audit to identify opportunities to reduce costs with virtualization.

Hired to lead a global 24/365, follow the sun ITIL based support model for high profile customer facing CMS and IR focused financial products utilizing a diverse team of US and offshore resources.• Analyzed business needs and defined solution enhancements for high profile data sensitive applications such as Thomson One, including support and change management process.• Managed multiple product owner expectations on a daily basis by communicating with comprehensive Excel and Power Point based dashboards illustrating solution development status.• Defined multiple product support models, escalation paths, support documentation, release notes, multi-site data flow and relevant architecture diagrams in Visio and other comprehensive supporting documentation to facilitate an uninterrupted end user experience and mitigate risks.

Established internal support center for growing retail bank. • Implemented ITIL based support processes and management system to support technology in retail banking locations, teller system, ATMs and internet banking applications. • Managed vendor relationships, including pricing, terms, warranties, support agreements, implementation of service standards, maintenance and performance monitoring, resulting in improved end user satisfaction and 30% cost reduction. • Performed business analysis, ROI modeling and defined solution requirements for operational disaster recovery plan, organizing IT operational duties and equipment/ service needs.