Regional Manager – IT Field Services, Northeast US - Skanska USA Inc. - Parsippany, NJ
(2025-09 - 2026-04)
Led IT field services for one of the world's largest construction companies ($15.9B global revenue; $8.2B US), overseeing eight corporate offices and 43 active construction job sites across the Northeast region.
- Managed day-to-day field service operations for corporate offices, remote end-users, and construction job sites, maintaining high service quality and responsiveness.
- Led and developed a regional team of Field Service Engineers through coaching, mentoring, performance management, workload balancing, and skills development.
- Served as the primary escalation point for critical service issues, driving prompt resolution of system installations, upgrades, troubleshooting, repairs, and preventative maintenance.
- Coordinated regional scheduling and resource deployment aligned to business priorities, customer commitments, and staff availability.
- Managed regional IT infrastructure including servers, endpoints, mobile devices, and job-site connectivity solutions, ensuring uptime for critical systems.
- Oversaw seamless connectivity for new and demobilizing offices and construction sites, partnering with project teams to deploy scalable IT solutions.
- Supported construction-specific technologies including BIM/VDC tools, project management platforms, and mobile field applications.
- Managed vendors and third-party service providers; enforced corporate cybersecurity policies and ensured compliance with regulatory and internal IT controls.
- Developed and managed regional IT infrastructure was able to reduce equipment expenditures while improving service quality; purchased and tracked all hardware assets and software licensing.
- Collaborated with Skanska's global IT leadership, (NAM, EMEA), to align field service best practices and identify cross-training opportunities.
- Traveled 65% to 75% to engage in-person with field engineers and business leaders, address IT concerns, recognize outstanding performance, and promote new IT initiatives.
Regional Service Delivery Manager – On-Site Support Services, Americas - DXC Technologies - Newton Square, PA
(2023-08 - 2025-06)
Led delivery of on-site support services and projects across the Western Hemisphere, managing a dedicated team of 4 Assistant Service Delivery Managers, 6 Leads, and 74 technicians.
- Directed day-to-day operations and maintained regular engagement with client site leads and regional and global stakeholders.
- Created and maintained all client-facing and operational reports and ServiceNow dashboards to demonstrate SLA and KPI achievement and identify improvement opportunities.
- Led global Knowledge Management processes for the embedded knowledge base, ensuring alignment with contractual obligations, the Field Services Integration Guide, and training materials.
- Drove Quality Assurance initiatives and led corrective and preventive action programs, capturing data to demonstrate team improvement and compliance.
- Managed multiple ServiceNow Assignment Groups concurrently, building real-time dashboards for field engineers, leads, and director-level and client-facing stakeholders.
- Supported account transformation through data analysis, priority setting, resource assignment, detailed planning, and executive-level escalations.
- Led daily, weekly, and monthly governance activities for internal and external stakeholders.
Associate Director – Field Services, Americas - NTT DATA - Remote
(2020-10 - 2023-04)
Led distributed field services and projects across the Western Hemisphere, managing a team of 2 leads and 57 technicians and overseeing all service levels, KPIs, and continuous improvement programs.
- Managed day-to-day client relationships and coordinated with international and domestic subcontractors and global stakeholders.
- Produced all client-facing and operational reports and dashboards to track SLA and KPI achievement and surface improvement opportunities.
- Built and maintained the embedded knowledge base, Field Services Integration Guide alignment, and training materials for new and existing field service engineers.
- Led QA initiatives and developed corrective and preventive action processes supported by data to demonstrate team improvement and compliance.
- Managed multiple ServiceNow Assignment Groups with real-time dashboards for engineers, leads, and client stakeholders.
- Supported account transformation through data analysis, priority setting, resource planning, and executive escalations.
- Led daily, weekly, and monthly governance activities for internal and external stakeholders.
Global Service Delivery Manager - CompuCom - Remote
(2019-06 - 2020-07)
Managed global delivery of distributed field services across 31 countries (APAC, EMEA, LATAM, NA) for a five-year, $25M service portfolio, overseeing teams of up to 125 professionals.
- Managed day-to-day client relationships and international subcontractors, tracking SLAs, KPIs, and service delivery issues.
- Built ServiceNow dashboards for engineers, leads, and C-level stakeholders to generate real-time action items.
- Translated business objectives into technology strategies; facilitated execution roadmaps for continuous improvement and collaboration.
- Tracked service metrics, managed budgets, and oversaw diverse IT projects using lean and agile project management methods.
- Produced status reports for customers, senior management, and C-level stakeholders.
Director of Business Support - Millennium Systems International - Parsippany, NJ
(2017-01 - 2018-06)
- Translated business goals into technology and delivery strategies, facilitating execution roadmaps for continuous improvement.
- Established partnerships with senior stakeholders to guide technology investment decisions and solution selection.
- Coached delivery teams on accountability, risk management, and professional development through structured career development plans.
- Designed and managed departmental budgets; tracked service metrics and resolved technical issues proactively.
- Maintained close connections with project personnel to quickly identify and resolve risks and issues.
Senior Service Delivery Manager – Americas - C3i Solutions - Pittston, PA
(2014-05 - 2017-01)
- Established partnerships with senior stakeholders to shape strategies, technology investments, and solution selection.
- Recruited, hired, trained, and developed a high-performing Service Delivery team aligned to corporate growth objectives.
- Developed and serviced client relationships through onboarding, training, and continuous technical support.
- Coached teams on delivery accountability, risk management, and career development.
- Tracked service metrics, managed budgets, and recommended process and technology improvements to clients.
Operations Manager - C3i Solutions - Bridgewater, NJ
(2013-04 - 2014-05)
- Directed day-to-day operations and led implementation of short- and long-term strategies to meet business and profitability goals.
- Analyzed and improved strategic and support processes; implemented policies and standard operating procedures.
- Improved employee morale through recognition programs and management communication practices.
- Resolved operational challenges related to circuits, vendors, websites, and telecoms.
- Established work priorities to meet contractual obligations for scheduling and installations.
Operations Effectiveness Manager - C3i Solutions - Bridgewater, NJ
(2011-12 - 2013-04)
- Designed and led quality management systems including SOPs, best practices, lean improvement programs, and regulatory compliance.
- Developed performance metrics to advance tactical and strategic business goals across the organization.
- Recruited, hired, trained, and mentored team members; provided regular performance reviews and coaching.
- Assessed and elevated operations to meet current and anticipated business demands.
Help Desk Manager - C3i Solutions - Morristown, NJ
(2001-11 - 2011-12)
- Ensured operational performance by meeting all SLAs as measured daily, weekly, and monthly across a 10-year tenure.
- Served as Subject Matter Expert in request fulfillment, incident and problem management, knowledge management, and change management.
- Led professional and technical development of Help Desk team leaders, enabling them to mentor and coach staff to deliver world-class support.
- 2007 & 2009: Conducted on-site Help Desk evaluations for clients, delivering gap analyses, action plans, and improvement timelines.
