Nancy Parrish Email and Phone Number

• Manage operational relationship with Service Delivery Organizations (SDO) to achieve the end-to-end availability and performance of application services for the US Legal and eDiscovery application portfolios. Ensure that the SDO provides the service in accordance with agreed service levels and processes (e.g. ITIL and OI).• Manage the relationship with the client facing teams to ensure the application portfolio meets the need of the business. Provide assurance that operating performance of the applications meet the assigned SLA’s• Direct involvement in incidents or problems, escalation point in the case of SDOs not resolving incidents in a timely manner• Drive continuous improvement across US Legal and eDiscovery application portfolios• Budget management of the US Legal and eDiscovery opex budgets for GFO reporting• Oversee the change / release process and ensure they are implemented in accordance with the Operational Integrity policies and guidelines. Work with support teams to schedule and manage changes to production services

• Manage the operational relationship with internal and external Service Delivery Organizations (SDO) to restore normal service operation as quickly as possible and minimize the adverse impact on business operations• Direct involvement in incidents or problems, escalation point in the case of SDOs not resolving incidents in a timely manner• Work with SDO's to minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and Errors.