Leading all infrastructure shared service resources in the region/countries units ensuring all run and budgeted change initiatives are delivered and adequately resourced. Driving sustainable growth whilst taking an ethical commercial approach to business opportunities aligned to HSBC values, regulatory principles and global standards ensuring the long-term sustainability of the business. ¨ Developed and sustained a high trust culture across IT Infrastructure Delivery and the stakeholders, actively encouraged an open learning culture of empowerment. Led sustainable decisions that protects and enhances HSBCs values, reputation and stakeholder value. Built understanding and rapport communicating and creating opportunities for cross business and/or international working, encouraging debate and open discussion. ¨ Responsible for overall leadership and oversight of technical delivery within the region related to infrastructure and service management. As the leadership face and IT Infrastructure Delivery regional estate owner acted as exemplar and role model for fast, agile and reliable performance.¨ Built the overall practice capability with the region for people, process and tools. Contributed to strategic planning at a regional level, assisted with shaping investment portfolios ensuring strategies are implementable and agile.¨ Accountable for the currency of the infrastructure estate ensuring the appropriate platform levels are attained for cybersecurity.¨ Provided infrastructure vision, enabled innovation and promoted the use of IAAS, PAAS and SAAS to scale with a deep understanding of customer needs. Digital transformation program for HSBC USA business process and support banking applications.¨ Led a transparent framework covering IT Infrastructure Delivery costs, promoted initiatives to drive down the cost of ownership of the estate. $87m saves.

Providing the leadership for all infrastructure operations delivered from the North American Data Centers. Designing and implementing containment best practices leading to higher efficiency ratings.¨ Accountable for all North American Data Center points of presence, overseeing technical operations of the data center infrastructure and the IT infrastructure they support. Managing third party vendor relationships to ensure the highest available uptime from the 24x7 operations.¨ Led North American IT Operations ensuring over 1500 services met their service level agreements.¨ Responsible the disaster recovery and business resumption planning for all North American services. Developed and delivered the first full data center role swaps, all services and applications run from their alternate data center for a minimum period of 6 months every year. Eliminating primary and secondary site responsibility.

Selected to support the strategic vision for Infrastructure Delivery globally, representing Data Centers and Service Management. Oversee IT architecture simplification, right sizing to incorporate IaaS (+), PaaS and SaaS in support of the bank digitalization program. Reducing speed to market and enabling continuous release methodology and technologies. Rebalance sourcing options enabling cost transformation models.¨ Championed the technology and process standards to all stakeholders, ensured standards are published and adhered to.¨ Defined the full technology architectural roadmap for the Data Centers and Service Management software solution suites, including the best practice framework.¨ Staying apprised of architecture, strategy and technology innovation best practices and trends.¨ Partnered with the external hosting committee on the process and practices re-engineering in readiness for the cloud first, first to cloud strategy.

Providing the vision, thought leadership, governance and continuous improvement of all IT Service Management processes and supporting software automation suite.Strategic planning cycles directing IT service support through the continuous journey of business service provision to the highest of regulated standards. Operational management for the IT service infrastructure monitoring and support, risk management, product development and deployment, orchestration, service portfolio management from strategy to continuous improvement.¨Delivered organization change, migrating 4 global teams into this newly created function. Built the HSBC ITSM framework of 18 integrated processes, harmonizing multiple country practices into one single approach to Service Management. Migrated country IT Service Support Management (ITSSM) software solutions onto a newly designed product suite supporting IT globally. Cost save/avoidance $12m.¨Managed a global function, across 12 countries, of 500 fte. Collaborated cross functionally building strong, productive relationships with all internal/external stakeholders.¨Introduced governance and compliance frameworks covering process/practice adherence which interfaced with outcome-based objectives for stakeholders of the Service Management framework. ¨Designed and implemented enterprise reporting and Mata Data Management utilizing Cognos and Qlikview technologies to provide MI to all levels of IT and the business functions. ¨Budgetary accountability for $45m. Managing budget to contain cost and deliver on all investments.¨Re-engineered the product lifecycle and Demand Management process ensuring all stakeholders had champion sponsorship through process excellence groups into product development forums.¨Experienced with IT Service Support Management tool suites; ServiceNow, CA, HP, BMC and IBM. ITIL V3 Expert with 25 years’ experience. Product advisory council member for CA, HP and BMC.

Delivered HSBC’s first global IT Asset and Configuration solution. All aspects of the administrative, financial, capital and operations of the IT Asset and Configuration Management processes. Oversaw the people and automation framework to leverage value and control of the application and infrastructure estate.Led a global team governing and managing the IT Asset and Configuration lifecycle. Covering APAC, EMEA and the Americas supported by a back office India operations function.In partnership with regulators, business and IT stakeholders, implemented policies, processes, practices and governance of the Asset and Configuration ecosystem. Managed IT asset risk management and compliance activities for IT hardware and software assets, introducing governance reporting for all country critical economic applications/services. Ensured software compliance remained within group risk appetite for the controlled asset environment globally.Delivered HSBC’s first IT Asset and Configuration Management software solution, supported by a discovery and deployment architecture scanning over 1.2M IT assets. The resulting configured asset relationships facilitated a 25% reduction in mean time to repair (MTTR), restore service (MTRS), and a 20% decrease in disruptive change.Accountable for software licensing compliance, audit support and compliance investigation, entitlement, usage, and license harvesting. Over 500k configured relationships forming over 7k IT services globally.