Service Delivery Manager
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Service Delivery Director with 20 years' experience implementing end-user IT solutions support systems, including Help Desk, Desktop, Access Management, and Asset Management for multiple organizations with over +6000 members to support and ensuring core business objectives are met. Consistent focus on Change Management to improve Service Quality. Led strategy to increase customer experience and retention; increased client approval rating from 60% to 92% in seven months; result was renewal of $2.5M sales annually, significantly contributing to the company's digital transformation and assisting in meeting regulatory standards.
Directing the management of budgets ranging from $500,000 to $3 million and indirectly managing +150 FTE's and contractors while directly managing 8 department leaders, focusing on Budget Management. Ensured procurement processes met all regulatory standards.
Service Delivery Manager at Bank of America (via Matlen Silver) (2024-01 – Present)
Oversee technology compliance and retention solutions across 300+ applications, delivering $200M in cost avoidance while ensuring regulatory alignment.
Global Director of IT Service Delivery at CNO Camel (2022-01 – 2023-10)
Directed global technology operations supporting 4M+ customers, aligning IT capabilities with enterprise growth objectives.
Director of IT Service Delivery at Nippon Express (2018-06 – 2021-10)
Led 40-member IT organization with $7M operating budget supporting global logistics operations.
Director of IT Service Delivery at IBM (2016-08 – 2017-11)
Directed enterprise IT strategy and ITIL framework implementation for managed service environments.
BS in Business / Concentration in Information Systems – University of Phoenix
AS in Management Information Systems – South Suburban College
