Key member of the Global CIO’s Sr Leadership team leading an organization of over 250 associates across a diverse set of operational, technical, and project management functions. Highly focused on reducing manual and operational work to drive efficiencies and reduce cost.* Agile Transformation- built and led a team of enterprise agile coaches and scrum masters to drive a global transformation of the CIO infrastructure organization of over 2300 associates from an ITIL model to an Agile structure of 180 teams.* Managed 24x7 Global Command Center and Tier 1 operations. - Centralized multiple, siloed, monitoring organizations into a single follow-the-sun model based in Chicago and India resulting in a 15% headcount savings.* Oversaw two 5MW Mission Critical Data Centers supporting over $10B in revenue, including facilities management and infrastructure operations. - Successfully orchestrated transition of unionized facilities engineering staff to non-union staff. - Lead role in sale-leaseback of data centers, eventually cancelled due to pandemic.* Led the IT compliance program across the CIO Organization for all related audits – ISO, SOC 1, SOC 2, SOX, Security. - Established Compliance team as single entry point and coordinator for all infrastructure audits eliminating duplication of evidence collection and improving remediation time of findings. - Drove a “test once - comply many” strategy to reduce testing duplication and redundant controls.* Oversaw Enterprise Change Control team and governance process for 4500 changes per month.* Established a centralized PMO allowing for standard and consistent processes, reporting, and communication.* Led the implementation of Technology Business Management (TBM) framework with Apptio software providing transparency and allocation of IT expenses to influence behavior of IT Leaders to reduce consumption and costs while also striving to improve IT’s credibility.

Provide leadership and management focus for Third Level Product Support organization representing over 50 products and 500,000 clients to ensure delivery of World Class service in a fast paced, changing environment.* Drove strategy for shifting case resolution closer to the end user via alignment with Service Organization, self-service tools, and continuous process improvement.* Implemented OKR approach to drive improvement in organization performance – Over 50% reduction in Case Resolution and 45% in case aging.* Realigned support teams to streamline support processes and remove an additional support layer resulting in 25% reduction in headcount.* Implemented internal Net Promoter Survey (NPS) program to measure our clients’ satisfaction and identify opportunities for improvement - raised average score to 91 over 2 years.*

Establish and direct the execution of the Major Accounts product rollout strategy while ensuring a balanced alignment with Division, Field, and IT objectives. Serve as advocate for the Field to ensure their service, implementation and operational needs are considered in product requirements and design. Facilitate the discovery, refinement, and delivery of best practices throughout the Business Units.