Senior Vice President, Global Services and ELT MemberTransform global service delivery, professional services, account management, and customer care functions to align with the evolving demands of the hybrid multi-cloud industry. Develop and launch a comprehensive service portfolio strategy, including innovative offerings such as Cloud migration, security monitoring, ransomware recovery, risk management, and data management modernization. Lead a Global Services organization across LATAM, APAC, EMEA, and NA, delivering optimized 24x7 support and enhancing operational efficiency. Collaborate with cross-functional teams to ensure seamless customer experiences and drive positive outcomes. Implement strategic initiatives to support sales efforts, resulting in significant annual recurring revenue growth and customer retention.● Improved Services attach rates by 98%, demonstrating exceptional pre/post-sale consulting and deal support.● Achieved a 90% year-over-year Annual Recurring Revenue Growth and a Net Customer Retention rate of 122% through strategic sales guidance and process standardization.● Enhanced customer satisfaction, reflected in an impressive Net Promoter Score of 89 and a logo retention rate of 96%.● Successfully led the development and launch of a revamped service portfolio, significantly contributing to a 34% increase in profit.● Facilitated digital transformations for clients, ensuring smooth transitions to SaaS and cloud environments such as AWS, Azure, GCP, and Wasabi.

Led Global Professional Services Operations at STAR2STAR COMMUNICATIONS, ensuring profitability and customer satisfaction for international partners and retail clients. Developed and implemented a strategic services plan to enhance service organization efficiency ahead of the Sangoma merger. Collaborated with customers and cross-functional teams on transformative cloud and on-premises service projects. ● Successfully prepared the organization for a $437M exit through strategic merger and acquisition activities.● Achieved service organization transformation, enhancing operational efficiency and customer value.● Streamlined service portfolio and offering mix, focusing on customer value and optimized cost structure.● Played a pivotal role in the addition of an LTE failover solution to the company's service offerings.● Spearheaded a strategic EMEA acquisition, integrating services for streamlined global operations.● Fostered a culture of excellence, mentoring a team that consistently exceeded service delivery and customer satisfaction goals.● Mentored team members, promoting best practices and methodologies to improve service delivery and customer experience

Led global MS operations, profitability, and customer satisfaction for 2K+ banking and retail managed services clients, with annual revenue of $650M and a team of 600+ professionals.● Established and executed a Strategic Service Improvement Plan, enhancing performance, increasing customer satisfaction, and securing $100M+ in service renewals.● Created and executed a strategic roadmap, improving key service levels, delivering $2M cost improvements, and forming a new global MS organization with 24x7 operations, boosting profit by 45%.● Increased operational stability by reducing incidents by 90% and incident duration by 98%, significantly improving client SLA results and reducing SLA penalty payments by 98%.● Executed a Datacenter migration to an outsourced provider, reducing operational costs by 30%, enhancing operational maturity, and achieving PCI/DSS compliance.● Led the transition post-acquisition of Wincor Nixdorf, establishing a global team across multiple countries, improving performance, synergy, productivity, and reducing costs by $18M.● Led a global tool consolidation strategy, reducing application management tools from 11 to 2, increasing productivity, and saving $12M.● Developed and executed a cost improvement plan, achieving an 18-point profitability improvement through contract renegotiations, eliminating unprofitable businesses, rationalizing labor strategies, and recovering error fees from third parties.● Reduced Red accounts by 95%, achieving record-high client satisfaction and securing multiyear renewals for top enterprise clients.

Oversaw the operational and financial success of the world's largest transportation system, servicing a client organization of 12k employees and several hundred airlines. Transitioned and transformed Sabre systems to a next-generation operations model, including facilities, hardware, operating platform, and software. ● Managed and grew a $1.5B TCV services contract with $300M in annual revenue for Sabre Holdings, a Premier - Top 3 - account in the transportation industry. ● Delivered contractual commitments, savings, and operational milestones on-time and on-budget, improving overall performance by 39% and quality by 19%. ● Exceeded financial targets for revenue and profit, increasing revenue by 11% and profit by 12%, while enhancing client satisfaction. ● Led a global team of 1K+ professionals, achieving SLAs and successfully managing migrations, upgrades, and daily operations of ~5k midrange servers, 2k Oracle DBs, storage

Developed and communicated HP’s operational excellence plan to Agilent’s CIO and SVP of Infrastructure, emphasizing HP’s value proposition and measurable business outcomes. ● Managed the operational success of a $400M TCV services contract with a $100M annual budget for Agilent Technologies, leading a global IT environment with over 400 professionals. ● Led a successful transition to a new 5-year ITO deal, transforming the global delivery model and team, and completing the transition on-time and on-budget. ● Exceeded financial targets, increasing revenue by 6% and profit by 12%. ● Standardized service management practices using ITIL methodologies, reducing critical incidents by 66% and decreasing MTTR by 50%. ● Implemented a revised account governance model, enhancing customer experience and detailing growth opportunities. ● Collaborated with the Account General Manager and Sales Teams to improve customer satisfaction, resulting in increased organic growth and IT spend.

DIRECTV is one of HP’s largest America’s based accounts in the Media and Communications industry. Held responsibility for the operational success of a $500M TCV services contract with a $75M annual budget. Led an organization of 200+ employees operating a highly complex mixed application environment consisting of the world’s largest implementation of Siebel CRM for Call Center and Field Services, SAP, Amdocs Billing, several Oracle Databases, Networks, Disaster Recovery, and the Operations of the three Data Centers that host the environment. • Managed successful transition of core delivery infrastructure, supporting 18M end users. Responsible for forming and recruiting the teams, process development, testing and deployment of the High Availability Infrastructure, and Operations. Delivered transition on-time and on-budget, received $12M change order due to transition success.• Led team responsible for Strategic Data Center transformation, Next Generation Data Center Consultation, and Consolidation. Upgraded power and cooling systems in two existing Data Centers with zero negative impact to DIRECTV. Implemented strategy to build and migrate to a newly constructed Tier 3 Next Generation Data Center. Improved stability, reducing downtime and increasing service levels to 99.99%.• Created, communicated, and led execution of account technical roadmaps for Infrastructure, Application, Network, and Tools. Outlined deliverables required for continuous improvement across the enterprise. Gained CIO and SVP alignment and communicated throughout the extended organization to ensure clarity of vision and plan.• Awarded Account of the Year for technical and business operations as the best performing account in Americas, operationally and financially. Achieved key SLA’s, grew Revenue by 19%, improved profit by 23%.

Managed SAP Account Technical Leads for the P&G, Halliburton, GM, and DIRECTV accounts while transitioning into HP Services from P&G, as part of a multiyear HP/P&G Services contract.

Infrastructure Delivery Manager Latin America 2002-2003Manager Application Infrastructure EMEA 1999-2002Manager Global Database Team 1995-1999Managed P&G’s Latin America and EMEA ERP Manufacturing and Finance SAP Operations including daily activities, key projects, and long-term planning, while residing in Brussels, Belgium as a leader in the P&G Global Computing Organization. Managed Global Implementation of Oracle Global Data Warehouse project providing a consolidated standardized global platform for P&G Business Units.• Led ERP team in a combination outsourced / insourced global environment including teams in India, Philippines, USA, Belgium, and UK. Delivered positive results, consistently meeting quarterly Service Level Agreements. Implemented ITIL standard Incident, Change, Problem process for P&G LATAM Region. Redesigned incident and escalation management program for P&G Latin America, resulting in improved operational performance and increased customer satisfaction.• Managed Latin America SAP Gillette Integration for P&G Latin America ERP organization providing an integrated P&G / Gillette system supporting the P&G / Gillette acquisition.• Managed P&G Latin America SAP upgrade project resulting in a seamless upgrade with zero negative impact to P&G, providing increased functionality and operational efficiency.• Implemented Global SAP standards to enable true Follow-the-Sun support utilizing resources in USA, UK, Belgium, India, and The Philippines resulting in increased efficiency.• Provided Global support for P&G’s ERP SAP Manufacturing and Finance systems.• Led the formation of the Global Databases Team in Asia Pacific, while residing in Singapore, enabling implementation of global standards, efficiencies, and follow-the-sun 7x24 support.