Paul Sutherland Email and Phone Number

Design and lead consultative interactions with customers to connect ServiceNow solutions with the ability to operate with greater efficiency, effectiveness and less risk.

Platform Owner for the Cognizant internal ServiceNow instance serving more than 350,000 customers around the globe.

Established network information security delivery capabilities in India and Argentina for >100 resources in existing service delivery locations with no information security experience or expertise. Directed global implementation of ServiceNow ITSM tool for network information security organization of >500 resources to provide services to customers in >150 countries. Spearheaded Argentina service delivery center contract to deliver identity and access management services for personnel in 20 countries and cyber defence services for personnel in >150 countries. Headed cyber security operations resource management staffing effort to hire >200 service delivery resources and improve security controls and processes.Key achievements:✪ Governed product management portfolio for identity and access management service offering provided by team of >250 resources in four countries.✪ Led project to conduct knowledge transfer and training course content creation for technology and security operations organization to drive consistent knowledge style guide usage and standardization of training material.✪ Migrated third party vendor contract for internal resources, including recruiting, hiring and training of all personnel, increasing information security control and delivering a 10% reduction in cost.

Headed operations and service delivery for a large financial services information security engagement with service delivery capabilities in Argentina. Steered largest state Affordable Care Act implementation of service desk, local tech support and infrastructure support services. Supervised vendor management functions for multiple third-party vendors in Philippines, Argentina, El Salvador, Mexico, US and India for large internet service provider technical support contract. Played a critical role as Project Management Principles Training Content Owner for internal service desk organization training. Led and trained quality, knowledge management and training teams of >25 resources in 3 countries within internal help desk. Controlled on-site project management activities for offshore green field service desk build-outs in Malaysia and India. Led the CIO Organization’s annual customer satisfaction survey design, implementation, data collection and analysis. Accomplishments from this role:✪ Spearheaded large financial services information security engagement with service delivery capabilities in Argentina.✪ Led local technical support team of 35 service delivery resources and drove operational excellence for large outsourcing engagements. ✪ Served as Implementation Lead for new client outsourcing engagement implementations and Transformation Project Lead for large healthcare client’s infrastructure support service delivery organization.