Resume

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A results-driven senior IT leader with international experience and demonstrated success helping businesses deliver service improvements, execute global programs, produce cost take out, develop strategic plans, implement technologies, establish governance, deliver value, and enable digital and cultural transformation.

Recognized for providing strategic perspectives and leadership skills as an IT Service Management consultant (ITSM), Agile coach, change champion, motivator, project manager, trainer, and problem solver.

Vast industry experience and demonstrated skills (e.g., ITIL 4, COBIT 5, OCM, Agile, Governance) that establishes trust when working closely with senior management and partners.  Effective communicator, servant leader, negotiator, facilitator, and team builder. Recognized speaker and presenter, fluent in English, German and Swedish. 

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TATA CONSULTANCY SERVICES (TCS), New York, NY,   February 2017–present

Engagement Director 

TCS Consulting and Services Integration accelerates enterprise-wide cultural and digital transformation with an Agile, Service Management, and Machine First approach in the Business 4.0 world. 

• Execution of global ITSM/SIAM programs; implementation of governance and technology solutions.

• IT Process and Service Governance; establishing service centric IT organizations; measurement frameworks.

• Program and project delivery; implementing new processes and Agile way of working.

• Thought leader, Agile coach; developing new service offerings and IP for TCS.

KPMG, Albany, NY,   March 2015–November 2016

Manager, IT Advisory 

KPMG’s IT Advisory Services Practice focuses on fundamental business issues - managing risk, increasing revenues, controlling costs - which organizations should address in order to help them flourish.

• Advising multiple clients improving their ITSM processes and governance structures

• Managing engagements end-to-end; statement of work, proposals, engagement financials and deliverables

• Thought leader; developed new KPMG IP and multiple toolkits

CIGNA, Hartford, CT,   January 2014–February 2015

IT Service Manager 

A thought leader and ITIL Process Owner developing the ITSM strategy, service and process governance, strategic process roadmaps, process assessments, implementation and continuous improvement for multiple ITIL processes. 

• Development and implementation of a comprehensive IT Process and IT Service Governance framework.

• Lead the execution of process development and strategic process roadmaps; service centric transformation.

• Design of a comprehensive IT Service Catalog utilizing ServiceNow; workflows, style guides, stages etc.

WELLPOINT, Syracuse, NY,   January 2010–December 2013

Executive Advisor – IT Service Management (Syracuse, NY) December 2012–December 2013

Drove the development of Strategic Process Roadmaps and establishment of a comprehensive IT governance framework to ensure continuous long-term process improvement, clear accountabilities and optimized service delivery.

• Established a comprehensive IT governance framework for Service Owners, Process Owners and Process Managers to enable cost take out, improved effectiveness and efficiencies for service delivery.

• Created a 12-month rolling strategic process roadmap to drive long term investments and improvements.

• Designed a cultural change management program based on industry recognized methodologies.

Senior IT Manager – IT Service Management (Andover, MA) January 2010–December 2012

Led the development and implementation of a proactive IT Service Management program and continuous improvement for a fortune 50 corporation to ensure that standardized methods and procedures are used.

• Generated savings of $93M based on lower rate, single supplier and improved demand management when negotiating a 5-year outsourcing engagement with IBM for IT Service Management and infrastructure services.

• Accountable for the implementation of a new IT Service Catalog, 400+ IT services for over 40,000 WellPoint associates (IBM Tivoli Service Request Manager – TSRM). Improved service quality and speed of delivery.

• Technical lead for the implementation of the IBM Tivoli Work Order module and integration with software and hardware asset management modules.

COVESTIC, Kirkland, WA,   October 2009–January 2010

Senior IT Service Management Consultant

Grew and enhanced the IT Service Management practice by successful engagement delivery, providing sales support, developing marketing material and providing thought leadership collateral for IT Service Management offerings.

CIGNA, Bloomfield, CT,   March 2009–October 2009

ITSM Training & Organizational Development Consultant 

Developed and implemented a training and change management program for 3,000+ employees on the HP Service Manager tool.

KPMG LLP, Boston, MA,   2007–2008

Manager, IT Advisory

Shell Canada Limited, Calgary, AB, Canada,   2004–2007

IT Service Management Specialist / Staff Systems Analyst – IT Security and Controls

Montreal Exchange, Montreal, QC, Canada,   2003–2004

Process Manager – Business Solutions & Information Technology

Group3G UMTS – Quam, Munich, Germany,   2002

Senior Specialist – IT Process Design, Wireless Telecommunication

Ericsson – USA, Germany, Italy and Sweden previous to 2001