Functional Skills
Vendor Management
Program Management
Service Delivery
Project Management
Risk Management
Customer Relationship Management
Customer Experience
IT Service Management
Employee Engagement
Incident Response
Leadership Development
Operational Efficiency
Operations Management
Organizational Strategy
Voice of the Customer
Software Skills
Salesforce
Microsoft PowerPoint
Zendesk
PowerBI
DocuSign
Dropbox
Microsoft Office
ServiceNow
Smartsheet
Datacenters
Certifications
ITILIT Infrastructure Library Certified
PMPProject Management Professional
Sector Experience
Consumer Goods
Financial Services
Healthcare
Technology
Telecom
Languages
English
Countries Worked In
USNotable Clients
Bank of America
Kellanova
Keurig Dr Pepper
Royal Ahold Delhaize N.V.
WK Kellogg
Fortune 500
Experience
Xalient
Information Technology
Director of Customer Success
6/2024 - 7/2025
• Defined and executed North American customer success strategy for Managed IT Services in partnership with the VP of Global Services.
• Built and led a Customer Delivery Management team overseeing 20+ enterprise accounts, achieving 15% faster onboarding and reducing churn risk through predictive health insights.
• Increased customer loyalty by implementing proactive risk mitigation and executive engagement programs, improving NPS by 12% YoY.
• Designed and operationalized Voice of Customer programs and executive reporting dashboards, shaping commercial strategy and improving retention.
• Advised the Network Operations Center on automation initiatives, reducing incident resolution time by 18% and improving SLA compliance.
• Served as interim delivery lead for marquee accounts (e.g., Kellanova, WK Kellogg), ensuring business continuity during leadership transitions.
• Built and led a Customer Delivery Management team overseeing 20+ enterprise accounts, achieving 15% faster onboarding and reducing churn risk through predictive health insights.
• Increased customer loyalty by implementing proactive risk mitigation and executive engagement programs, improving NPS by 12% YoY.
• Designed and operationalized Voice of Customer programs and executive reporting dashboards, shaping commercial strategy and improving retention.
• Advised the Network Operations Center on automation initiatives, reducing incident resolution time by 18% and improving SLA compliance.
• Served as interim delivery lead for marquee accounts (e.g., Kellanova, WK Kellogg), ensuring business continuity during leadership transitions.
Computacenter
Information Technology
Practice Manager
1/2023 - 5/2024
• Oversaw costing and delivery assurance for 60+ enterprise accounts (>$100K each), ensuring margin integrity and on-time delivery.
• Strengthened governance processes and financial oversight to improve project health scores by 20% across portfolio.
• Strengthened governance processes and financial oversight to improve project health scores by 20% across portfolio.
Computacenter
Information Technology
ERP Project Manager
10/2023 - 4/2024
• Directed North American services and billing operations during a major ERP migration, ensuring seamless cutovers with zero financial discrepancies.
Computacenter
Information Technology
Manager, Professional Services Enablement
2/2022 - 1/2023
• Improved Statement of Work (SOW) cycle time by 30% through automation and workflow redesign.
• Implemented scalable enablement tools and processes for a global team of 6 analysts, enhancing operational efficiency.
• Implemented scalable enablement tools and processes for a global team of 6 analysts, enhancing operational efficiency.
Computacenter
Information Technology
US Lead, Presales Infrastructure PMO
12/2020 - 6/2022
• Served as sole North American presales SOW reviewer, ensuring quality, scope alignment, and risk mitigation across all bids.
Xalient
Information Technology
Senior Service Delivery Manager
11/2019 - 12/2020
• Managed 5 strategic enterprise accounts (including Keurig Dr. Pepper, Kellogg’s, Mondelez) as the sole North America delivery manager.
• Improved SLA compliance by 25% through operational rigor and cross-functional performance and vendor alignment.
• Improved SLA compliance by 25% through operational rigor and cross-functional performance and vendor alignment.
DXC Technology
Information Technology
Account Startup Manager, Americas
10/2015 - 10/2019
• Directed Transition & Transformation projects for new and renewed accounts, reducing onboarding time by 20% and improving customer satisfaction.
• Improved transition accuracy, stakeholder alignment, and contract risk reduction
• Improved transition accuracy, stakeholder alignment, and contract risk reduction
Hewlett Packard Enterprise
Information Technology
Program Manager
5/2014 - 10/2015
• Managed cost-runout projects ($1M–$10M) to ensure financial compliance and service continuity during account closures.
• Improved delivery governance and ensured contract compliance in large-scale IT programs.
• Partnered with Human Resources, Finance and Sales to help ensure proper oversight of accounts.
• Improved delivery governance and ensured contract compliance in large-scale IT programs.
• Partnered with Human Resources, Finance and Sales to help ensure proper oversight of accounts.
Hewlett Packard Enterprise
Information Technology
Customer Program Manager & Team Lead
1/2011 - 5/2014
• Led a team of 10 project managers for Bank of America network programs, driving complex infrastructure deployments and SaaS rollouts.
• Successfully delivered a federally mandated project requiring the installation and turn up of ACD, trunk groups and telephony equipment across four major data centers to support 850 agents.
• Successfully delivered a federally mandated project requiring the installation and turn up of ACD, trunk groups and telephony equipment across four major data centers to support 850 agents.