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Global It Service Management Program Delivery Lead Resume

SUMMARY:

  • Program and technology management leader seeking full time or long term consulting opportunities.
  • Strong record of building and coaching effective teams, and successfully delivering large and complex cross - functional transformational initiatives that align with business strategies and objectives.
  • Experienced in hands-on management, business case development, and strategy & roadmap definition to optimize business and technology investment. Experienced in:
  • Establishing & leading Transformational Programs, Technology Portfolios, and Project Management Offices (PMOs), managing large teams and $10M+ budgets, and implementing IT governance.
  • Effectively managing large project portfolios in PPM systems - Planview, Project Server, and Clarity, and leading projects following the Agile and waterfall frameworks
  • Directing enterprise business & systems integrations, global transformations, data center migrations, and IT risk & security mitigation
  • Optimizing service delivery and management processes

EXPERIENCE:

Global IT Service Management Program Delivery Lead

Confidential

Responsibilities:

  • Short term consultant engagement to establish a global IT Service Management framework and build an integrated and CMDB on the ServiceNow platform.
  • Direct several regional teams worldwide to implement global standards for IT Asset Management and IT Service Management policies, metrics, and processes.
  • Established and recruited IT teams to define and implement the global governance architecture.

Transition Lead

Confidential

Responsibilities:

  • Short term consultant employee engaged to establish and deliver enterprise-wide IT infrastructure processes focused on ITIL Service Management, and integrate ITSM policies with PMO.
  • Built relationships throughout the organization to deploy processes & tools that improved operations, introduced change and configuration management, and delivered smooth user adoption.
  • Executed end-to-end oversight of Transition to Support activities and aligned project management teams to maintain the CMDB and Knowledge Base.

Senior Infrastructure Program Manager

Confidential, Englewood Cliffs, NJ

Responsibilities:

  • On-boarded Enterprise CyberSecuity Committee that included “CTO” level Governance stakeholders from various control functions such as IT Security (App Sec, Cyber Security), Infrastructure & Production, Application Production, Third party risk management, Procurement, IT & Business Continuity, along with various Technology and Enterprise Architecture group members.
  • Managed the cloud-based ServiceNow Asset and Configuration Management (CMDB) integration for new device types & relationships - Integrated ServiceNow with Cisco Call Managers, server monitoring and discovery systems, and multiple asset management DBs. Established operational processes to maintain data integrity and improve service desk operations metrics.
  • Asset Management lead for the Data Center consolidation effort to exit NYC.
  • Program managed the global implementation of Microsoft Systems Center Operations (SCOM), overseeing network automation functions to deliver an integrated infrastructure management platform.

Senior Program Manager

Confidential, New York, NY

Responsibilities:

  • Directed the establishment of new HIPAA compliant business and technology processes, systems development, and a new java-based CRM system to deliver member-centered services. Managed portfolio of over 300 projects & requirements, defined and directed 5 major workstreams.
  • Developed the Program Business Case consisting of $10 million in revenue and 56% IRR with a budget of over $15 million. Established Center of Excellence (COE) / governance model and functional worksteams, defined team objectives and roadmaps.
  • Coached and directed a team of 16 Project Managers, analysts, external advisory vendors (PwC), and leads from multiple business & technology departments. Built alignment among teams to effectively configure systems & department processes for a successful product launch.
  • Successfully lead teams through a series of NYS/Federal readiness audits, regulatory filings, and 70+ production releases. Chaired regular Executive leadership and core team meetings.

Program Manager

Confidential, East Hanover, NJ

Responsibilities:

  • Directed reviews with Application Development, Information Security, IT infrastructure, and the PMO to demonstrate infrastructure and GxP application compliance to Risk and Corporate Security policies.

Program Manager

Confidential, Newark, NJ

Responsibilities:

  • Directed program execution through the full PMLC/SDLC; recruited and directed project teams of PMs and BAs, managed IT program budget of over $6 million. Conducted EPMO stage gate reviews.

Portfolio Manager

Confidential, Somerset, NJ

Responsibilities:

  • Partnered with IT and business departments to lead infrastructure operations for the global delivery of a new PeopleSoft ERP platform, assessment and integration of the Global Service Desk, and standardized data transmission processes & remote monitoring/support.
  • Procured budget for integration activities and successfully lead Finance, Investments, HR, Actuarial, and Treasury teams through gate reviews.

Senior Project / Program Manager

Confidential, New York, NY

Responsibilities:

  • Established governance model and work streams to focus on: Data Conversion of several years of legacy data, Policies and Contracts, Administrative system enhancements, and Business/Systems operations to resolve 600+ projects, changes, and requirements.
  • Established the integrated schedule, formed teams from over 40 functional departments and team of over 70 associates. Created and deployed project management processes and controls. Presented status directly to Executive Leadership.
  • Achieved all objectives and delivered cost savings in excess of $7 million per year.

Confidential

IT Services Manager

Responsibilities:

  • Established IT Governance and Control procedures, delivered measured improvement for customer responsiveness and IT effectiveness, successfully implemented a large IT Transformation program.
  • Directed the PPM selection team and implemented a new PPM (Daptiv) tool to manage all IT projects and budget. Deployed the IT Service Catalog and governance model to control and dashboard SLAs.

Director of Technical Operations Service Delivery

Confidential, Parsippany, NJ

Responsibilities:

  • Managed a team of project managers and business analysts; Defined PMO policy as a member of the leadership team.
  • Wrote Business Cases, secured funding, and directed several large ($500,000+) infrastructure projects, including the Central Reservation Systems platform upgrade, Call Center replacement, Service Desk platform implementation and migration, and Desktop Standardization.
  • Negotiated and managed vendor contracts and SOWs with external partners.

PMO Manager

Confidential, New York, NY

Responsibilities:

  • Initiated the ITIL-based Configuration Management Database (CMDB) to manage the enterprise infrastructure inventory and resource entitlements.
  • Developed ITSM initiative marketing materials for executives throughout the organization.

Program/Project Manager

Confidential, New York, NY

Responsibilities:

  • Managed IT Portfolio, Governance, and Dashboards for a large IT project portfolio to SDLC standards.

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