Served as the primary contact for SAP Private Cloud clients throughout the entire customer lifecycle, ensuring effective service delivery and operational support for SAP solutions in cloud-hosted environments. • Led the Customer Facing Unit (CFU) for the entire customer lifecycle, managing an average of ten global clients annually with a combined contract value exceeding $125 million. Ensured strict adherence to delivery and operational standards.• Collaborated with cross-team from Delivery and Operations teams within SAP’s Private Cloud organization to ensure high-quality service from onboarding through steady-state operations, providing seamless support for customers at every stage of their journey.• Achieved a 93% improvement across key metrics, including Alerts, Customer Incidents, Service Request Completion, and problem resolution, enabling efficient business solution availability and elevating customer satisfaction.• Increased customer survey response rate by 62%, leading to a satisfaction rating of 4.5/5 and successful contract renewals. Focused on solution continuity and seamless operational support to enhance customer experience and loyalty.

Supported Premium Engagement Sales Executives in identifying and positioning Premium Support solutions within SAP Global Support. Delivered strategic insights and provided thought leadership to articulate how SAP Premium Support Engagement aligns with and enhances customer implementations and business strategies.• Collaborated with Support Services Directors and Engineering Architects to create value-driven business cases.• Spearheaded the syndication of best practice programs, tools, methods, and processes to streamline the sales cycle and support sales team success.• Contributed to the "virtual" business development team, responsible for achieving results across industries and markets by implementing top strategies and recruiting global and regional resources to drive new programs

As Delivery Manager for Utilities Consulting Services in the East Region, I oversaw 5-8 project managers and served as a trusted advisor to clients and partners. I provided leadership in the planning, execution, monitoring, control, and delivery of SAP Prime and staff augmentation programs, actively participating in all PMO and Steering Committee meetings.• Instituted program level governance and reporting structures for the project teams and extended out to the customer.• Established executive alignment, communications cadence, proactively managed risks, and escalated issues in line with established customer and SAP Governance methodology to achieve successful SAP Solution implementations.

Directed strategic collaboration with Software Sales Pursuit teams to ensure effective RFI and RFP responses, enhancing success in securing new business. Managed the allocation of technical and functional consultants for critical SAP implementations across public sector verticals, including Government, K-12, and Higher Education.• Leveraged key SAP business units—including IT Transformation, Business Analytics, System Optimization, Global Support, Consulting, Custom Development, and Risk Management—to drive efficiency, optimize performance, and deliver solutions aligned with business objectives.• Program managed a $7M+ SAP implementation for a large city government, overseeing ERP Financials, Procurement, Business Intelligence, and Solution Manager.

Consulted and guided C-level executives and Senior Management on SAP technologies, delivering strategic guidance and value engineering to drive organizational transformation. Collaborated with internal teams to define and position hardware, network, and security solutions that aligned with and supported key business objectives.• Offered strategic guidance on clients' technology vision and SAP solution architecture, resulting in optimized IT infrastructures that supported both current business needs and long-term growth.• Led cross-functional teams in discovery workshops, applying design thinking to assess and align solutions across Order to Cash, Finance, Procurement, Payroll, and Technology processes, helping a major state government streamline operations and achieve business-IT alignment.

Manager of a team of 40 SAP Basis and Developer consultants, encompassing all human resource functions related to hiring, career development, and overall employee management. This involved facilitating professional development programs to enhance skills and career progression and fostering a collaborative and high-performance cross-team culture. • Through effective performance management and mentoring, I ensured that team members aligned with organizational goals, resulting in increased employee engagement, retention rates and greater employee satisfaction.• Positioned and contracted as SAP Prime projects or spot consulting for implementation services driving customer engagement throughout the project lifecycle. Improved delivery timelines by 30% and boosted client satisfaction.• As the primary interface with SAP clients, I fostered strong relationships and aligned solutions with their business objectives, resulting in a 20% increase in repeat business and contract renewals.