I am currently the COO of Global Services. I have built several of McKinsey global support functions and shared services centers and played an integral part in transforming McKinsey’s support landscape from an office-centric to a globally managed support model.Accomplishments include:■ Helping to create two new shared services centers, one in Eastern Europe and the other in Central America, housing over 500 colleagues in each center and serving both McKinsey consultants and internal support functions globally and overseeing ~2,000 support colleagues in 10+ locations ■ Creating the strategy and vision for McKinsey's global graphic design & presentation support services. Initial task was to turn a function into a "best in class" organization through a change management program that addresses consultant pain points and by matching quality, capability and service levels to the needs of our consulting staff■ One of the leaders transforming office-based IT functions to a centralized regional Global Helpdesk (GHD) and responsible for driving evolution of a global and consistent 7x24 remote end user support delivery model via a 3-hub follow-the-sun model (Sydney, Dusseldorf, Toronto), reaching a user satisfaction of 4.9 (out of 5). Ensuring key performance indicators were met (satisfaction, service availability, resolution rates, etc.) and new technologies and changes are successfully transitioned to user support teams■ Oversaw governance change of all office-based IT staff in North America, often work with McKinsey consulting teams to share experiences from our own service consolidation journey with clients and periodically acts as a subject matter expert for McKinsey client’s regarding remote support for both IT and Visual Graphics. I have extensive implementation and operations experience and spends time with the operations teams in Asia, Europe and Central America.