Operations management inclusive of Professional Services, Technical Support, Project Management, and IT Infrastructure.Strategic business plans, budgeting, expense monitoring and management, forecasting, and capacity planning.Departmental goals, accountabilities and objectives setting.Recruitment, hiring, management and development of departmental employees. Project sponsorship, customer satisfaction, and escalation management.Management of Customer Project, Technical Support, and internal SLAs for a geographically diverse customer base.Enhancements to the Project Management function including improved forecasting, change control, scheduling, cost tracking, documentation and reporting, resulting in significant improvements in on-time / on-budget, quality project deliveries.Improvements to the requirements gathering, estimation and proposal preparation process.Development and enforcement of Operational Standard Operating Procedures. Development, implementation and reporting of KPIs.Contribution to corporate goals and objectives.Compliance with Payment Card Industry standards (PCI-DSS) inclusive of certification efforts.Ensuring the hosted services delivery (on-demand) infrastructure meets business requirements, supporting achievement of all performance and availability SLAs. Compliance with data privacy laws.

Management / oversight of the Professional Services, Global Support, Project Management, and Resource & Education /Multi-Media teams including remote resources across multiple geographies.ATM deployment and ongoing production maintenance and support for Phoenix Interactive client base. Requirements gathering, solution development, work estimation, proposal preparation and delivery, and contract negotiation in the Professional Services sales process.Face to face Customer project initiations, reviews, road mapping and pre-sales discussions. Oversight for Professional Services Project initiatives and management to budgetary and timeline commitments. Project scheduling, resourcing, and execution, inclusive of change control and quality management.Post-delivery acceptance testing and live production support, of all Professional Services project deliverables.Problem management & escalation, SLA, and customer relationship management.Development of and reporting against performance metrics. Ongoing process implementation, review &, optimization. Collaboration with other 3rd party service providers (often competitors) in shared customer partnerships.Identification, development and marketability of new Professional Services opportunities.Sales Support to the Business Development Organization.Departmental objective setting and executive reporting of progress against objectives.