Accountable for driving business and process transformation, ensuring strategic objectives are in sync with standardized technical solutions tailored to meet business requirements. Collaborates closely with enterprise project managers and technical leads to pinpoint objectives and activities, fostering alignment across all work streams. Acts as a bridge between regional business demands and the organization's broader capabilities. Recognizes opportunities for process improvement to enhance program efficiency. Identifies and addresses potential risks and issues, working alongside project managers and work stream leads to formulate mitigation plans. Supplies technology leads with necessary business requirements for approved initiatives and supports these initiatives until completion. Manages incoming escalations from hotel and corporate teams, coordinating appropriate responses with other project teams.

Oversaw the end-to-end delivery and support of IT services for global hospitality and retail clients across several domains, including infrastructure and application management, M365, threat protection, IAM, governance, and compliance management. Functioned as the primary point of contact for addressing service delivery concerns, both within Avanade and among client leadership. Taking charge of critical incidents, coordinating with relevant resolver groups, and ensuring efficient communication among stakeholders during post-incident reviews.

Led the global delivery and support of technology systems across Hilton Hotels' array of brands and corporate offices. Established, nurtured, and supervised relationships with both internal and external business partners, along with third-party vendors. Worked closely with cross-functional teams including the PMO, software development, and engineering to guarantee that services and assets adhered to quality standards. Responsible for conducting proactive monitoring and managing customer escalations. Contributed to leadership efforts in strategic, business, and operational planning.

Managed business-technology relationships. Responsible for creating and maintaining operational capacity and forecasting models presenting actionable data in a manner that can drive business decisions. Financial planning and analysis.

Managed technical service-related operations. Accountable for the team’s delivery of timely and accurate technical solutions to customers. Oversaw the work of engineering and production analysts. Served as the primary escalation point for external\internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed promptly.

Worked with internal development and technology teams to design effective programming and software changes for Hilton’s new property management system. Tested technology solutions to ensure they work properly before implementation. Developed business software specification documents.

Assisted customers with technical issues or questions relating to computer hardware or software devices installed in the hotels. Gathered and analyzed data to diagnose problems with hotel applications.