Responsible for North America Portfolio, Project and Sustain governance for Nestlé IT Marketing, Sales & eBusiness Product Group.•Internal and external resource management•Planning and performance optimization, harmonization of ways of working, to facilitate continuous improvements and ensure alignment.•Collaborate with internal resources and external vendor to ensure total service quality of the AMS Marketing, Sales and eCommerce product portfolio.

Support the continued implementation of the related ITSM processes, governance and solutions across the GLOBE Support Organization (GSO). The role encompasses process implementation, organizational change management and stakeholder engagement.

The Service Delivery Manager delivers consistent end to end service for assigned application or business process. Improves upon existing Service Levels in line with Business needs. Ensure application Service Availability, Reliability and Quality Drive efficient incident management & problem resolution through various support organisations and act as influence on business solutions to ensure service is at the forefront of technology.

Responsible for planning and managing the ITSM/Remedy implementation for Technology Pipeline Solutions(TPS).

Performs active coordination for the Scale 2020 initiative to drive simplification & standardization of service management processes. Provides improved business outcomes through service improvement and governance.- Served as an advocate for global service management standards. - Ensure strategic projects/programs consistently transitioned into BAU while adhering to defined standards.- Championed global service reporting and data-driven analysis.

Acted as liaison between internal clients and implementation teams to ensure service. Delivered consistent end to end service for assigned applications while improving existing service levels in line with business needs. Drove efficient incident management & problem resolution through various support organizations while acting as an influence manager. Led the devising and implementation of enhanced SLAs, based on key business targets rather than incident and availability targets which allowed the IT organization to focus on delivering metrics the customer actually required.- Accountable for the delivery of existing and new IT services into the service management framework.- Identified and addressed issues limiting impact to the integrity, reliability and usability of services.- Chaired service forums between customers, internal support teams and vendors to increase knowledge and awareness of key business process amongst the IT organization and promote a culture of service excellence

-Runs complex projects/programs from design and development to production. -Defines requirements and plan project lifecycle deployment. -Defines resources and schedule for project/program implementation. -Create strategies for risk mitigation and contingency planning. -Plans and schedule project deliverables, goals, milestones. -Directs and oversees project engineering team and manages conflicts within group. -Efficiently identifies and solves project issues. -Demonstrates leadership to define requirements for project risk. -Designs and maintain project documentation. -Strong organizational, presentation, and customer service skills.