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Program Manager / Delivery Manager Resume

SUMMARY

  • A dynamic and results driven “Senior Executive” offering 20+ years of experience and success in driving performance of IT Administration and Operations. Focusing in standardization, processes, governance, solution implementation, Infrastructure, ITSM, Mobile Platform, Business Continuity and Disaster recovery, Data Center, Metrics & Quality, Risk identification and remediation, End User service delivery, Capacity Management, Change Management, Software deployment & Monitoring, Software development, Vendor Management and performance, Network Operation, Hardware refresh, and IT Financial Management, enhanced risk management, improved compliance, superior data quality and analysis, on - time delivery, operational effectiveness, and cost recovery management.
  • Seamlessly integrate current core business focus and address cost efficiencies. Effective business builder and mentor with a keen sight to solving business and technology challenges.
  • Recognized as an agent for change with documented ability to lead activities to fulfill strategic objectives.

PROFESSIONAL EXPERIENCE

Confidential

Program Manager / Delivery Manager

Responsibilities:

  • Manage mainline team in an Agile framework and separate project management teams to implement Sevice Now
  • Responsible for participating in or leading ITIL and Service Now based engagements, including the design, development and implementation of ITSM,business processes and process automation requirements
  • Gather and document business requirements through a variety of techniques, such as facilitated workshops, work sessions and interviews
  • Prototype business solutions
  • Perform gap analysis, highlighting current state, future state, client needs and best practices on the Service Now platform
  • Develop standards, templates and procedures to aid in the development of required work products
  • Lead consulting engagements from post sales to successful delivery of the project in terms of scope, deliverables, budget, client satisfaction and achievement of the desired business outcomes
  • Manage all aspects of project delivery and solution delivery
  • Lead and manage the implementation team and project activities
  • Prepare all client facing and internal deliverables such as the project plan, issue/risk register and weekly status reports
  • Identify opportunities to provide additional value to our clients and work internally with the ServiceNow account teams
  • Drive continuous improvements of our implementation methodology and service offerings based on client experiences and lessons learned
  • Proven experience of leading the deployment of Enterprise Software solutions in the client environment
  • Influence and consult with clients by providing options, with pros/cons and risks as well as thought leadership to sponsors/stakeholders in governance, PMO, business process, and/or technical teams.
  • Ensure awareness of emerging technologies, products, services, and standards through research and education, sessions/conferences and independent literature review.
  • Related duties and Project Management duties as required
  • Manage the strategic direction of the platform, along with major and minor releases
  • Facilitate cloning activities of the environment
  • Responsible for performance metrics and executive deliverables
  • ServiceNow Admin / ITAM training

Confidential, OH

Global IT Manager

Responsibility:

  • Identify and establish the vision and strategy for IT initiatives
  • Responsible to the customer for the initiation, transition and ongoing maintenance and support
  • Collaboration on complex global IT solutions across Vertiv
  • Created formal assessment of IT Process, Policies and governance
  • Defined, created, and documented IT best practices
  • Technology Architecture & Integration
  • Vendor Selection/Contract Compliance
  • Major System Migrations/Enhancements/Upgrades
  • Business Process Mapping & Improvements
  • Staff Hiring/Training/Mentoring/Management
  • Procurement, Contract and Vendor Management
  • IT Governance implementation and Management
  • Internal and External Audit Management
  • Operational Risk Management
  • Accountable for Project Management planning and execution tasks, including, but not limited to, scope, scheduling, budgeting, costing, resource, risk and issue management
  • Collects and analyzes data required to create effective written status reports. Creates and delivers effective written and verbal project status reports
  • Proactively engages stakeholders, providing timely, relevant, and transparent project status.
  • Provide executive-level program status updates
  • Develop reporting and tracking programs to assure the project is on target for scope, schedule, and cost.
  • Directs activities of project team members and balances workload of the team, ensuring that both individual and group objectives are met
  • Prepares and performs stage gate reviews and ensure compliance with the ITPLC standards and processes.
  • Step in and facilitate Program level duties and the ITPLC governance process
  • Drive contract process with the vendors, management and the legal team
  • Cost Optimization, Cost Avoidance, and Risk Mitigation

Confidential Raymond, OH

Senior IT Consultant Robert Half Technology

Responsibility:

  • Identify and establish the vision and strategy for IT initiatives
  • Collaboration on complex global solutions across all Honda R&D
  • Created formal assessment of IT Process, Policies and governance
  • Defined, created, and documented IT best practices
  • Technology Architecture & Integration
  • Program & Project Management
  • System Enterprise Planning
  • System & Business Analysis/Sophisticated Solutions
  • Vendor Selection/Contract Compliance
  • Major System Migrations/Enhancements/Upgrades
  • Business Process Mapping & Improvements
  • Procurement, Contract and Vendor Management
  • IT Governance implementation and Management
  • Internal and External Audit Management
  • Operational Risk Management
  • Cost Optimization, Cost Avoidance, and Risk Mitigation

Confidential - US New York, NY

Operations IT & Delivery

Responsibilities:

  • Responsible for the availability, performance, integrity and security of the APG US and HK Infrastructure and business applications environment
  • Accountable for the day-to-day management of the Service Management & IT Operations & Delivery (SMO) team in daily activities, projects and annual goals in accordance to the stakeholders’ expectations while ensuring compliance with operational policies and procedures;
  • Directs and manages the IT service desk staff that provides support to APG AM clients
  • Manages strategic relationships with key internal and external IT product and services providers
  • Responsible for ensuring Service Desk Engineers are meeting and/or exceeding expectations in regards to performance, defined metrics, and quality of service as aligned with the business expectations and agreed upon OLA’s and SLAs;
  • Manages timely delivery of quality technical support service to internal customers
  • Directs and manages IT Infrastructure staff, responsible for the availability, performance, integrity, security and overall architecture of the APG US network, storage, server and security infrastructure
  • Provide day-to-day leadership through communication, coaching and mentoring, project management and delegation to departmental staff
  • Responsible for the management of existing and initiation/implementation of new IT services and processes in the environment
  • Ensuring services adhere to defined company policies and procedures and are meeting or exceeding all regulatory requirements inclusive of but not limited to ISAE3402, ISO27002, BS25999, COBIT and ITILV3
  • Responsible for IT performance management, plan monitoring and evolution, metrics, KPI and Operational Dashboard development, and management - in close collaboration with IT Quality Assurance; provides data and reporting of KPI’s and trends to IT Management and others in ad-hoc, weekly, monthly, as needed;
  • Ensures appropriate (IT) disaster recovery plans are in place and executed quarterly; works closely with the BCM to ensure that the company-wide Business Continuity/Disaster Recovery test is executed at least once per year;
  • Manages IT infrastructure assets as well as procurement of all IT-related purchases and leases in close collaboration with Vendor Management, Finance & Control;
  • Focuses on continuous improvement of the infrastructure architecture, associated process and controls;
  • Develops, manages and maintains relationships with vendors and consultants to address support and project activities.
  • Collaborates and works closely with management and peers residing in APG AM NL organization on global alignment of processes and services
  • Responsible for the overall performance of ITAM
  • Accountable to IT senior executive management (CTO) for the performance of service - inclusive of forecasting, capacity management, prioritization, service levels, unit costing and financial performance.

Confidential Stamford, CT

Executive Director

Responsibility:

  • Collaboration and implementation of complex global solutions across all UBS LOB’s: IB, WM, AM, CS, and IT
  • Implementation of SAM as Software as a Service; in the cloud
  • Production Service Delivery
  • Global IT Operations / Organization / Maturity Management
  • Product Development to Delivery
  • Technology Architecture & Integration
  • Program & Project Management
  • System Consolidation & Enterprise Planning
  • System & Business Analysis/Sophisticated Solutions
  • Outsource/Offshore Team Management
  • Multi-million Dollar Budget Planning/Cost Controls
  • Vendor Selection/Contract Compliance
  • Major System Migrations/Enhancements/Upgrades
  • Business Process Mapping & Improvements
  • Staff Hiring/Training/Mentoring/Management
  • Procurement, Contract and Vendor Management
  • IT Governance implementation and Management
  • Internal and External Audit Management
  • Operational Risk Management
  • $500+m Cost Optimization, Cost Avoidance & Risk Mitigation
  • Realized $20m in hard saves associated with the completion of compliance analysis
  • $400m Reduce compliance risk; successfully challenging / reducing software compliance audit requests
  • $100m reallocated through policy and governance; direct LOB benefit
  • Optimized cost of services through a mixture of internal and external resources integration
  • Fed and Regulatory reporting management
  • Clarity into SW budgets across enterprise; providing guidance and support to LOB’s
  • Aligned IT Objectives from LOB to Global Enterprise objectives
  • Defined Metrics based on overall business requirements; created metrics for report of performance status
  • Metrics provided to support business requirements
  • Leveraged bulk purchases discounts, LOB combined purchasing power
  • Reduced LOB FTE through IT solution implementation (Metrics, Product Management Operational Management, Developers)
  • Improves Software Security; copying downloading, and installing unauthorized downloads of viruses
  • 83% SLA Reduction in time to market for Software Fulfillment; while increase performance to 98%
  • Successfully managed and succeeded internal and External Audits
  • Aligned GSAM, OSS, DQM risk management with Enterprise wide risk management; removed responsibility from LOB’s
  • Optimized, designed, and implemented enterprise wide process with key participation and collaboration across LOB’s
  • Established IT SW governance process which was inclusive of the business and requirements

Confidential Columbus, Ohio

Vice President

Responsibilities:

  • IT Service Management - Manages timely delivery of quality technical support service to internal customers
  • IT Architecture - Provides in-depth technical expertise for strategic, tactical and operational initiatives
  • Manages strategic relationships with key internal and external IT product and services Providers
  • Audit, Risk, & Controls Management - Ensuring services adhere to defined company policies and procedures and are meeting or exceeding all regulatory requirements inclusive of but not limited to ISAE3402, ISO27002, ISO27001-1 -2, -3, BS25999, COBIT and ITILV3
  • Responsible for the availability, performance, integrity of specific IT solutions within Chase’s applications environment
  • Responsible to the customer for the initiation, transition and ongoing maintenance and support
  • Accountable for the day-to-day management of the Service Management & IT Operations & Delivery (SMO) team in daily activities, projects and annual goals in accordance to the stakeholders’ expectations while ensuring compliance with operational policies and procedures;
  • Directs and manages the IT service desk staff that provided support to JPMC business clients
  • Manages strategic relationships with key internal and external IT product and services providers
  • Responsible for ensuring Service Desk Engineers are meeting and/or exceeding expectations in regards to performance, defined metrics, and quality of service as aligned with the business expectations and agreed upon OLA’s and SLAs;
  • Manages timely delivery of quality technical support service to internal customers
  • Responsible for IT performance management, plan monitoring and evolution, metrics, KPI and Operational Dashboard development, and management - in close collaboration with IT Quality Assurance; provides data and reporting of KPI’s and trends to IT Management and others in ad-hoc, weekly, monthly, as needed;
  • Ensures appropriate (IT) disaster recovery plans are in place and executed quarterly; works closely with the BCM to ensure that the company-wide Business Continuity/Disaster Recovery test is executed at least once per year;
  • Manages IT infrastructure assets as well as procurement of all IT-related purchases and leases in close collaboration with Vendor Management, Finance & Control;
  • Focuses on continuous improvement of the infrastructure architecture, associated process and controls;
  • Develops, manages and maintains relationships with vendors and consultants to address support and project activities.
  • Collaborates and works closely with management and peers on global alignment of processes and services
  • Responsible for the overall performance of ITAM
  • Accountable to IT senior executive management for the performance of service - inclusive of forecasting, capacity management, prioritization, service levels, unit costing and financial performance.
  • Software Compliance & Confidential: Realized $40m in hard saves associated with the completion of compliance analysis
  • Reduce compliance risk; successfully challenging / reducing software compliance audit requests
  • $100m cost avoidance through reallocation through policy and governance; direct LOB benefit
  • Contractual Management- Negotiations, RFP, RFI’s, Vendor selections, renewals and maintenance
  • Vendor Management - performance, SOW, coverage, SLA, contract management
  • System design and integration - IT Solutions Architecture inclusive if MDM, integration of CMDB
  • Product / Catalog Management - Management of IT Products for procurement, testing, availability, recovery, disposition
  • ACP’s mentoring program connects veteran protégés with corporate mentors
  • Paired based on their career objectives and professional experience
  • Mentors and protégés define the goals of their mentorship together
  • ACP is not a formal hiring program
  • ACP is focused on preparing veterans for a fulfilling new career in the private sector
  • Mentorship topics range from résumé review, interview techniques to career exploration and business development
  • Defined and provided input into the training curriculum offered by IAITAM for professional certifications
  • Defined and advised best practices associated with IT Confidential
  • Presented at annual IAITAM conference –topic, IT Confidential Life-Cycle
  • Provided tactical and strategic information to assist in direction setting for which IAITAM progresses towards
  • Provided guidance and leadership for an in-depth look at how Confidential is implemented in large corporate environments

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