I am accountable for end-to-end client success, focused on satisfaction, retention, growth, referenceable delivery, and team performance.As a delivery partner, I play a critical role in managing client relationships, ensuring customer satisfaction, and driving business growth through the successful implementation of Pega solutions in the Financial Services Industry vertical. Responsible and accountable for delivering continuous value and impact across a portfolio of CXO aligned engagements.

Accountable for Forecasting, Revenue, Profitability, Team mentoring, Retention and Performance.Lead and operate delivery organization by fostering a culture of operational health, & best-practice execution.Guide a matrixed team of Architects, Developers, Data Custodians, Data Scientists, System Admins, Technology infrastructure Support Teams, and QA across Vendor, Partner, Product, and Client departments.Deliver a stable cloud-based infrastructure to support innovation necessary to meet strategic business demands.Partner with global platform teams to prioritize critical platform capabilities and advocate for client enhancements.Manage operational budget for delivery resources with a balance for efficiency and goal achievement.Communicate performance against SLA and progress against planned strategic business initiatives.

Lead delivery of client engagements with a matrixed global solutioning and consulting team to support Smartlogic’s revenue growth and customer success metrics. Managed the entire customer experience life cycle from proof of concept to large multi year implementation of the Semantic AI platform, delivering on our promises and enabling reference accounts in the future.Key ResponsibilitiesAccountable for solution implementation, value delivery, and client engagement experience with a global matrixed team of Software Developers, Information Scientists, Technical Consultants, and Vendor Partners.Run large-scale design and execution of Knowledge and content management software on Azure Cloud and On-premise to support NLP, Advanced classification rules, and integrated search experience.Support an agile service delivery lifecycle from pre-sale solution engineering to product implementation.Manage financials, resources, risks, and product escalations as part of DEVOPS and Continuous Integration.Responsible for project delivery templates, governance processes and executive program reporting dashboard.

Facilitated a geographic operations strategy for Australia and North America to rationalize data centers, reduce capex, avoid customer penalty, and provide new capabilities to deploy Omnichannel, and integrated analytics.Led a 20+ member team consisting of domain subject experts, business operations, and sourcing. Responsible for overall project leadership, vision, schedule, vendor coordination, and communications. Evaluated Cloud and global connectivity platforms such as Microsoft Azure, Equinix, and Express Connect.Appraised Omnichannel, and Analytics Platforms such as Bright Pattern, Cognizant Sight Prism.

As a subject matter expert within the North American IT practice, I delivered strategic consulting engagements targeting the most pressing issues faced by technology executives.Provided guidance to C-level and IT Leadership on addressing organization challenges by developing technology strategy to mitigate risks, preparing multi-year roadmaps, and investment plans.Responsible for managed revenue, budgeting, client satisfaction, team mentoring, and account growth.

IBM Global Technology Services (GTS) - ITSM Strategy & Design Practice.• Assess ITSM process and support delivery of transformation initiatives.• Collaborate with IT Architects to design/optimize the performance and availability of IT infrastructure.• Build intellectual property and sales discussion guide to address ITSM, Cloud and Governance topics.

• Collaborated with IT leaders as a Senior Consultant to develop a roadmap to meet strategic and operational growth needs by utilizing capability based planning techniques and risk analysis of business cases in the IT Portfolio.• Analyzed IT Portfolios to classify spending and identify capability-based value metrics to measure effectiveness of IT as a competitive differentiator.• Established technology and planning architectures to enable business strategy by leveraging meta-models as blueprints to translate strategies into clear operating plans and bridge execution gaps.• Improved IT performance by using industry frameworks such as TOGAF, ITIL, COBIT and PCF.• Optimized operations through the creation of Architectural Decision Documents and Statements.

• Defined service management future-state architecture to standardize IT processes. Included real-life worked examples, process flows, and RACI matrices to cement the adoption of ITIL v3.• Provided architectural oversight by defining IT process architecture to drive cross-sector integration. Identified triggers, key activities, roles, tools, and metrics for process optimization.• Developed strategic IT planning roadmaps to mitigate issues and risks for funded service management initiatives, thus enabling prioritization of future investment.• Bridged the gap between application development and service management operations by defining a unique portfolio model to manage software products, business applications, and services.• Executed Service Design processes to define and manage SLA and OLA for IT Application, Hosting and Shared Resource services.• Worked with Application Development to manage operational defects and enhancements raised within an ITSM tool.• Provided input to improve process adherence during a disaster recovery/continuity situation and improve the Living Data Repository Planning System (LDRPS).• Analyzed risks and identified applicable IT controls to meet various regulatory and compliance requirements such as SOX, ISO27000 and NAIC.• Documented control narratives, test and self-assessment procedures to evaluate control performance and support management reporting.• Evaluated various IT GRC (Governance, Risk, and Compliance) tools to aid attestation of financial reports required by government agencies.

Pepperweed Consulting was acquired by Cognizant Technology Solutions. Please see description above.

• Implemented ITIL service support & service delivery processes and policies to aid BS15000/ISO20000 compliance and security initiatives (BS17999/ISO 27000)• Evaluated and implemented an agent-free configuration management framework and tool.• Coached, mentored, and trained teams on appropriate quality tools and methodology usage.• Actively consulted and aided the Network Services Helpdesk to achieve CORE 2000 certification.• Performed internal process assessments and developed plans to support external audits.• Created a customized course on BS15000 for internal staff, in collaboration with BSI.• Provided extensive documentary support for compliance sustainability.

• Collaborated with global service performance leaders to identify service level objectives and standardize operational metrics.• Developed executive dashboards by aggregating performance and availability Key Performance Indicators (KPI).

• Transformed the customer’s quality management system by leveraging process re-engineering techniques.• Directed a 24x7 offshore operations center supporting technology services across Asia-Pacific.• Managed relationships between clients, users, and vendors across Asia Pacific.Experience includes Process Manager, Operations Manager at GE Capital International Services and Project Manager for Standard Chartered Bank, India.

• Deployed IT infrastructure (servers, data and network) across multiple manufacturing plants to support implementation of SAP R/3.• Vendor evaluation and negotiation based on RFP requirements.• Basic ABAP programming to support reporting.