Serving as Senior Service Delivery Manager delivering services to a medium sized clothing retailer located within the United States and Canada. Managing a global team responsible delivering outsourced IT services which enable success of the client. These services cover Point of Sale and Data Center Infrastructure, Application and Service Management.

Genesis10 is the second largest management consulting firm in the Twin Cities. Growing organically at an annualized rate of 38%, Genesis10 is one of the fastest growing, privately-held, national talent and solutions firms. With over 2,000 consultants engaged with over 130 clients across the United States, our ability to offer exciting, meaningful work to consulting professionals is unparalleled.

Member of the leadership team within portfolio, accountable for the delivery of all services globally 60+ clients. Manage a global team of 80+ team members, responsible for Service Delivery Management, Service Control (Incident, Problem Management, Change Management, and Configuration). Operational Reporting, Operational Processes, and all tools that support those processes.• Launched Service Assurance Team aligning all customer facing services under one team with one vision.• Aligned major incident managers with incident management team to create consistent processes throughout organization. T• Implemented standardized client-based reporting for all service control processes to ensure consistent measurement across all of our customers, allowing for holistic measurement of the services delivered.

Member of leadership team within portfolio, Accountable for the delivery of all application services globally which consist of 350+ product implementations hosted in six different data centers for 60+ different clients. Managed a global team of 300+ team members that were responsible for reliably delivering all Application Services to customers. Team is responsible to layer applications on top of infrastructure and deliver a stable platform for customers. Used a metrics-based service model, the best Application Operations and Service Management (AOSM) practices available, aligning to ITIL principles, to continuously improve customers’ experience.• Worked with deal teams to effectively sell services.• Upgraded help desk to service desk, drastically reducing major incident resolution and resolution time across all incident priority levels.• Implemented Service Delivery Managers globally to streamline customer communications, increasing customer satisfaction.• Transitioned roles to cost effective locations to reduce labor cost and increase the reliability of business continuity globally.• Filled role as Application architect for new products introduced into the portfolio ensuring products were designed and configured appropriately to effectively utilize the underlying infrastructure.• Implemented EMV credit card system processing upwards to 400 credit cards per second, reducing transaction time average from 15 seconds to three seconds.

Served in many roles as a manager, from web hosting manager to APAC Application Lead and North America Application Lead. Managed teams up to 30 people and was responsible for delivering application Services within area of responsibility. Implemented and supported the applications 24x7, managed incident, change, and problem management queues, responded to major incidents, and acted as incident manager for applications teams supported.• Launched Australian Office to support APAC customers.• Launched application support team in Manila, Philippines allowing for business continuity in case of a disaster.• Created web hosting team to centralize support of all web products.• Implemented and supported web hosting platform created on SharePoint to host 700+ marketing web sites for a single customer.