Accountable for the day-to-day internal business operations and transformation of GIS Infrastructure services accountable for ‘running’ the delivery business through improved operational control, a common and uniform way of working, management cadence and governance. Key areas includes Workforce, Headcount, Demand and Financial management.

Leads and manages a global Demand Management function, setting direction and priority for a network of 20 Demand Managers worldwide. Accountable for driving a comprehensive 12-18 rolling Demand Forecast for infrastructure and application organization; inclusive of new business opportunities, next generation offerings, and reflecting accurate utilization of 52k resources. Accountable for delivery of the processes, tools and collateral for Demand Management, deployment and adherence to global standards, processes and tools globally; defining and leveraging best practices for Demand Management. Established and managed operational metrics program to drive the quality of the Demand Forecast and achieve fiscal targets raising the bar each year to continuously improve. Focal point for E2E integration of Demand Management business processes with global functions including Sourcing, Capability, and Business Operations Management. Leading and managing global programs and initiatives to achieve fiscal goals and objectives. Escalation point for Executives and leadership ensuring regional feedback for improvement is actioned and continue to improve the value-add to internal and external clients.

Regional Service Executive for the DuPont Account in North America. Provided a single point of accountability for the delivery of all infrastructure services in the North America region. This includes monitoring the delivery of services, promoting best practices and alignment with standards, driving a culture of prevention to maximize up time for the DuPont businesses, and ensuring Service Level Agreements (SLAs) are met. Maintains overall accountability for service delivery issues and managing service improvement programs to continually improve customer satisfaction.

Responsible for client relationship in North America region. Maintained overall GREEN Customer Satisfaction ratings. North America service delivery and client satisfaction set the standard globally and raised the bar each year under my leadership. Managed daily operations for all Infrastructure and Application services including Desktop, Midrange, Help Desk, Collaborative, Networks, Security, Projects, and Applications. Maintain average SLA achievement of >95% where low volume requires zero tolerance. Identify and manage all service improvements to increase SLA performance and customer satisfaction. Sponsored three global Six Sigma projects to improve Procurement Cycle Time, Change Management, and Ticket Management; and led a Customer Care Program within the North America region.

Single point of contact between Global Infrastructure Services (GIS) and the CSC and DuPont eBusiness Center, DuPont Application Owners and Accenture for service integration, escalation, financial management, program management, and demand management. Partnered closely with Accenture and other 3rd party application developers. Transformed the environment by implementing all core processes to ensure end-to-end service delivery, enhance customer satisfaction and act as an advocate for the DuPont eBusiness Center and SBUs. Established metrics program to measure services end to end and governance reporting for both North America and EMEA.

Managed organization of 12+ professionals providing proactive monitoring, first level fault isolation and resolution for the DuPont Wide Area Network globally. Implemented a Follow-the-Sun support model with functional reports in Singapore. Responsible for vendor management including SLAs and service delivery issues with Telecom providers such as AT&T, MCI, etc.