Experian

Manager - Processes, Architecture, Transformation

Synergyc

In this pivotal role, I led strategic initiatives, managing end-to-end project lifecycles to ensure timely delivery within budget, scope, and quality parameters. Key responsibilities and achievements included:

Project Management: Planned, executed, and delivered projects within various programs, consistently meeting timelines and budgetary constraints.
Risk Mitigation: Tracked and reported project status, efficiently managing project teams to anticipate and mitigate issues and risks.
Change Management: Coordinated training and ensured its effective delivery to maximize adoption during periods of change.
Testing & Support: Oversaw blueprinting, user acceptance testing, cutover phases, and post-go-live support.
Team Coordination: Coordinated, prioritized, and planned tasks, ensuring skill sufficiency for both internal and external project team members.
Financial Stewardship: Managed project budgets, ensuring sound financial stewardship throughout the project lifecycle.
Success Metrics: Established project success metrics and collection processes, measuring project outcomes against established goals.
Standards & Methodology: Acted as a gatekeeper for project methodology, tools, standards, and deliverables, maintaining project integrity and quality.
Technical Coordination: Contributed to application & infrastructure projects, coordinating the full delivery of services while assisting with technical architecture design.
Detailed Planning: Translated macro planning into detailed plans, managing interdependencies between resources and teams.
Process Improvement: Proactively drove opportunities for standardization, simplification, and improvement within the project environment.

Senior Program Manager

In this strategic leadership role for client Louis Dreyfus Company, I oversaw ITIL process management across multiple organizations and vendors within a complex IT environment. Key responsibilities and achievements included:

Strategic Process Management: Provided strategic process input and direction to the IT organization, managing process changes across multiple stakeholders.
ITIL Advisory: Acted in an advisory capacity, offering expertise to executive management on ITIL implementation and execution.
Policy Development: Served as a Subject Matter Expert (SME) consultant for management, assisting in the proposal, development, and maintenance of IT policies, standards, and processes.
Process Implementation: Tailored and implemented processes and their critical success factors (CSFs) and key performance indicators (KPIs).
Process Analysis: Conducted in-depth analyses and optimization of Incident, Problem, and Change management processes, ensuring effectiveness, efficiency, and alignment with LDC needs.
Stakeholder Management: Acted as a liaison between IPCM Team, IT Management, Tooling Support, Service Delivery Teams, HelpDesk, and other major stakeholders, focusing on building positive relationships across IT.
Collaboration Promotion: Encouraged a collaborative approach across departments, working effectively with diverse users ranging from junior staff to C-level executives.

Accomplishments:
Designed and implemented a global problem management process from scratch, achieving Level 4 CMMI.
Enhanced Change and Incident management processes, elevating from Level 2 to Level 4 CMMI.
Introduced and tailored Agile fundamentals within the company, promoting efficiency and adaptability

Global  ITIL Process Owner, Strategic Lead

In this role with client Louis Dreyfus Company, I held end-to-end accountability for key ITIL processes and led IT infrastructure projects in the EMEA region. I also served as a team leader, guiding my team toward significant achievements in process improvement and management.

Key responsibilities and accomplishments included:

ITIL Process Management: Maintained end-to-end accountability for ITIL Incident, Problem, Change, Capacity, Configuration, and Request Fulfilment processes, as well as managing Continuous Service Improvement (CSI).
IT Infrastructure Project Management: Successfully managed various IT infrastructure projects, ensuring smooth execution and delivery.
Team Leadership: Led and mentored a diverse team, fostering a collaborative and empowering work environment.
Accomplishments:
Change Management: Institutionalized risk assessment and impact analysis techniques in Change Management, leading to a significant reduction in incidents caused by change, with a success rate of 99%.
Problem Management: Designed the Problem Management Process from scratch, incorporating both reactive and proactive approaches, leading to a 70% reduction in critical incidents and a 40% reduction in low-priority incidents.
Incident Management: Improved the Capability Maturity Model Integration (CMMI) level of Incident Management from Level 2 to Level 4.
Organizational Improvement: Introduced CSI and Risk Registers to the EMEA organization, contributing to enhanced risk management and continuous improvement efforts.
Team Transformation: Transformed a command-and-control team into a self-organized and empowered team, boosting productivity and morale.

EMEA Infrastructure Operations and Project Manager

DXC Technology

Serving clients E.ON, Deutsche Bank, and Seadrill, I held end-to-end accountability for the ITIL Problem Management Process. My role involved conducting thorough root-cause analyses and leveraging these insights for proactive prevention strategies. Key responsibilities and achievements included:

Problem Management: Held end-to-end accountability for the ITIL Problem Management Process, ensuring its effective execution and continuous improvement.
Root Cause Analysis: Conducted meticulous root cause analyses, leveraging failure mitigation insights to proactively prevent issues in environments with similar setups.
Accomplishments:
Process Transformation: Led the transition and transformation of the Problem Management Process from Deutsche Bank to HP, ensuring a seamless transfer and integration.
Quality Enhancement: Enhanced Root Cause Analysis (RCA) quality standards by standardizing the RCA body skeleton based on the Kepner Tregoe methodology.
Continuous Service Improvement: Successfully executed a Continuous Service Improvement (CSI) project, contributing to improved service delivery and process management.

ITIL Problem Manager

Adecco

In this dual role serving client Takeda Pharmaceutical, I started as a First Line Technical Support Analyst before being promoted to Escalation Coordinator. I provided technical support across multiple languages and managed client ticket escalations and complaints, leading a sizable team. Key responsibilities and achievements included:

Technical Support: Provided first-line technical support via email and phone in English, Russian, and German.
Escalation Management: Managed client ticket escalations and complaints, ensuring swift and effective resolution of issues.
Team Leadership: Mentored, coached, and supervised a team of 80, promoting skill development and high performance.
Accomplishments:

Complaint Reduction: Led numerous brainstorming sessions and coordinated workshops with service desk agents, resulting in a 60% decrease in valid client complaints.
Customer Satisfaction: Under my guidance, the team achieved a 98% customer satisfaction rate, reflecting our commitment to excellent service delivery.

Technical Support Analyst & Escalation Coordinator - Service Desk

Versatile Leader: Proven track record in managing teams, projects, and products, with a strong ability to design, implement, and streamline ITIL processes.
Project Manager: Proficient in both traditional and agile methodologies, leveraging industry best practices to effectively drive projects to completion.
Servant Leader and Emotional Intelligence Advocate: Committed to fostering a culture of care, virtue, and self-empowerment within teams. Effective in removing obstacles and promoting environments that prioritize emotional intelligence.
Flexible and Globally-Focused: Comfortable and experienced with travelling as needed for project success (up to 20% travel), and adaptable in various work environments

I watch a lot of tennis too!

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