I led regional software product delivery for major banking institutions, including National Australia Bank. In this role, I successfully managed competing priorities across multiple time zones, resulting in a 40% increase in operational resilience and maintaining 99.9% SLA compliance.I spearheaded end-to-end service delivery operations, achieving a 30% reduction in incident resolution times and a 15% improvement in customer satisfaction scores. Additionally, I managed vendor relationships for integrated systems within the Pollinate SaaS platform, collaborating with partners like Waddle and other external vendors for penetration testing. This ensured alignment with organizational objectives and helped mitigate third-party risks.To enhance organizational efficiency, I automated onboarding and offboarding processes, which reduced manual effort by 25% and streamlined workflows. I also advocated for customer success initiatives that expanded our software product offerings, contributing to a 20% increase in our Net Promoter Score (NPS).Furthermore, I developed and delivered comprehensive executive reports on project health, financial performance, and risk management. These reports enabled data-driven decision-making and helped identify and mitigate operational risks effectively.

As Head of Service Management at Pollinate, I was responsible for establishing relationships with banks as customers in APAC in a fintech environment and launching operations in a new region for a startup. I led the implementation of DevOps practices for application support and delivery achieving a 3.9/4 customer satisfaction rating while maintaining high service quality. My duties included managing end-user computing, enhancing service management operations, implementing new internal tools, and overseeing organization-wide business continuity planning (BCP).Additionally, I managed suppliers for internal IT systems, drove continuous cost savings, and supported the implementation of customer solutions in North America.

I enhanced service compliance and secured long-term partnerships through strategic initiatives, managing six contracts in Australia, two in New Zealand, and one in Singapore. This effort led to a 73% improvement in SLA compliance within nine months, driven by effective process enhancements. I successfully negotiated the renewal of all existing contracts, increasing service sites and boosting revenue by 15%.Implementing Business Continuity Planning (BCP) significantly enhanced operational continuity and reduced downtime by 25%. I developed and refined risk management processes to ensure compliance with internal policies and regulations while leading a team of 40 full-time equivalents (FTEs) to optimize performance and training. My efforts included refining the maintenance program for Traffic Camera Systems and SaaS applications in the APAC region, ensuring adherence to contractual obligations.I fostered a proactive approach among regional managers regarding hiring, performance appraisals, and addressing performance issues, supported by comprehensive downstream reporting. I assessed team performance to identify training needs and employed measurement-based scorecard processes to determine incentives and disciplinary actions for non-performance.In addition, I effectively customized and managed the departmental budget for headcount and operational expenses, analyzing business processes to enhance operational efficiencies. By implementing robust contract management strategies and ensuring compliance with federal and local Work Health and Safety requirements, I revitalized customer satisfaction and improved SLA compliance by 86% within nine months. Throughout this process, I consistently communicated status updates and performance metrics to stakeholders.

I consistently achieved and maintained SLA compliance at an exceptional 99.9% by implementing robust major incident management processes. This success was underpinned by my focus on establishing key services and nurturing client relationships, which culminated in an impressive Net Promoter Score (NPS) of 93%.To elevate our service delivery standards and enhance team performance, I spearheaded the development of comprehensive training programs, both through video and in-person sessions, and created detailed documentation for ongoing reference. I strategically integrated the ITIL framework within our Project Management Office (PMO) and Service Delivery Management (SDM) practices, fostering a culture of continuous improvement across all functions.I initiated and successfully led service management operations, ensuring 24/7 engagement capabilities. My leadership extended to building and maintaining strong client relationships throughout the APAC region, where I formalized stakeholder engagement processes and executed projects with budgets reaching up to $1 million.Furthermore, I championed continuous departmental improvement by leveraging ITIL principles, including the design and implementation of the ServiceNow platform. In my role, I shaped and guided a high-performing team of up to 40 onsite and offshore engineers across the APAC region, driving collaboration and operational excellence to meet our strategic goals.

I delivered onsite SLAs for repairs and multimillion-dollar rack and server deployments, ensuring service quality through root cause and failure analysis. I created work instruction documentation, regulated vendor activities, and developed a cost-efficient inventory program while assessing proposed deployment sites.In launching APAC operations, I established processes, hired and trained teams, and integrated the ITIL framework, achieving a 15% reduction in service disruptions. I generated status reports, managed incidents via ticketing systems, and successfully deployed racks and servers within SLA.I audited site activities, built regional relationships, and enhanced customer support through inter-department collaboration. Additionally, I partnered with the training department to deliver core training for new engineers. I managed the deployment of nearly 1,000 racks for major cloud enterprises, monitored automation testing, and ensured effective communication with the client’s contact in Australia.

I developed training materials to support user adoption and enhance service delivery during transitions. By collaborating with leadership teams across all divisions, I identified requirements and pain points, ensuring that processes were implemented to meet their needs. This involved creating and rolling out materials specifically designed to facilitate user adoption across business units.I coached business leaders on managing transitions and change to deliver identified benefits for Linfox and its customers. Additionally, I demonstrated user adoption techniques to all Linfox business units and customers, fostering a culture of engagement and support.I identified key risk management areas within transition processes and synchronized relevant documentation and deliverables to ensure clarity and consistency. Coordinating input from stakeholders involved in transition initiatives was essential for success, and I effectively managed relationships with members of customer development teams and business units as needed.Finally, I led the campaign for the rollout of Microsoft 365, promoting its adoption and integration within the organization to further enhance productivity and collaboration.

I managed client accounts for two major customers, taking ownership of the design of both hardware and software solutions tailored to meet specific requirements. This involved collaborating with vendors to acquire the necessary components and integrating mechanical aspects, overseeing the entire process to ensure successful manufacturing completion and alignment with client expectations.To enhance system performance and reliability, I designed and integrated hardware services utilizing the CRD framework. Throughout the engineering lifecycle, I employed Agile methodologies, which drove efficiency and responsiveness in project execution.Additionally, I developed and implemented patching scripts for unit configuration and testing, significantly improving deployment accuracy and system stability. I also spearheaded the establishment of a liaison team dedicated to representing manufacturing interests during the design phase. This initiative led to a 33% reduction in design revision turnaround time and resulted in substantial cost savings.Recognizing the need for comprehensive documentation, I initiated a Technical Documentation team tasked with creating materials that bridge design details between engineering and manufacturing. This included field service manuals and product specifications, which were meticulously maintained to reflect approved changes through the change management process. This initiative not only streamlined operations and reduced costs but also documented customer change requests, ultimately increasing the independence of the field services team.

I created comprehensive schedules for building renovation and maintenance projects, ensuring timely execution and adherence to deadlines. My research into New York City Building Codes allowed me to ensure compliance with local regulations, enhancing the safety and integrity of our projects. Additionally, I reviewed architectural plans to identify purchasing needs, streamlining procurement processes to support construction and renovation efforts.I deepened my expertise in various technical areas, including NEC Codes, surge protection, fire alarm systems, power systems, foot candle calculations, and backup generator systems, which enabled me to read and interpret blueprints with precision. This knowledge not only improved project planning but also facilitated effective communication with contractors and stakeholders, ultimately contributing to successful project outcomes. By integrating this technical acumen with project management skills, I enhanced the overall efficiency and quality of our building initiatives