Resume
/CV

Experience

2019 –2023
SAP (SuccessFactors Global SaaS & Cloud Operations, Palo Alto, California)
VP of Infrastructure and Operations | Global SaaS & Cloud Operations

• Head of multiple departments: Service Quality, Strategy, Finance, Controlling, FinOps, FP&A, Data & Analytics, PMO, PR, Communications, Reporting, Infrastructure Asset Management, and Integrated Business Planning.

• Delivered historically best Customer Experience (CX) Y1—a 33% improvement in CX credited for 6-pt renewal improvement.

• Deployed sustainable cost take-out program and drove 15% in cumulative efficiencies.

• Mobilized 800+ cross-functional technicians to mitigate ~60 high priority issues in 3 mo’s.

• Go-to-Market cost, risk, supply chain, & opportunity analyses and strategies for Europe, Asia, Africa, and Americas, shaping new operating model for significant novel revenue streams.

• Created and successfully socialized budgets, plans, organizations, and operating model for migration of 7K clients on 28K pieces of hardware from 27 data centers to three public clouds.

• Engaged with SAP product teams to envision and drive Artificial Intelligence/Machine Learning into Integrated Business Planning product suite.

• Drove analysis and massive retooling of people and technology strategies and capabilities.

• Global direct reports situated in India, China, Hungary, and United States.

• Rolled-out KPIs, OKRs, processes, policy, service agreements, reporting, governance, and weekly reviews for 84% Mean-Time-To-Resolution (MTTR) customer outage gains + cost saves, year 2 & 3..

• Accuracy improvements of 30% to 100% in capital and operational budgets and forecasts.

• Assembled and led 16 person direct report team of big data/data science, controlling/accounting, financial analysis, asset management, PR, PMO, integrated business planning.

• Hired and led 16-person direct report team consisting of data scientists, controllers/accountants, financial analysts, developers, IT asset managers, PR writers, and Program Office managers..

• Built organizations, processes, governance, and metrics for ITSM/Service Quality, Strategy, Finance, Controlling, FinOps, FP&A, Data & Analytics, PMO, PR, Communications, Reporting, Asset Management, Risk, Governance, IT Asset Management, and Integrated Business Planning (IBP).

• Ran PMO with average of 1300 active programs executing concurrently across 8 functional organization units.

• Created service analytics team working in R, Python, PowerBI, ServiceNow, Jira, Azure Data lake, Synapse, GCP BigQuery, MongoDB, SQL, and SAP Analytics Cloud, FM, and IBP.

• Managed automation of IS operations processes to reduce security management overhead 20%.

• Built bridges, trust, and productive relationships with office of CEO, CFO, and Sales impacting 100’s of €M in annual investment and cumulative revenue, Y1 to Y3.

• Envisioned and created team managing, governing, and optimizing costs in Azure & GCP clouds.

• Engaged customers in face-to-face Quarterly Business Reviews, operations sales tours, problem solving sessions, and post-service degradation Q&A sessions.

• Vendor management and contract negotiations that contributed over 2% reduction from annual costs

• Chief of Staff to SVP SuccessFactors Cloud Operations Y1 to Y2.

2010 – 2019
PwC – PricewaterhouseCoopers (New York, New York)
Senior Director | Management Consulting | Technology Consulting

• Built 7 critical Management & Technology Consulting practices.

• Directly attributed sales recorded at 200% of target and 31% conversion rate.

• Delivered ~800 performance evaluations, highly sought coach and mentor.

• Led over 500 projects across more than 70 engagements.

• Built and socialized internal Diversity, Equity, and Inclusion (DEI) program and aligned it to growth.

• Adept digital transformation finance and leadership—engagement estimating, budgeting, controlling, reconciliation, correction, and benefits realization up to the $B’s for internal and external programs ranging from $250K-$250M.

• Contracting—staff time entry, client contract administration, billings, T&Cs, collections, margins, adjustments to realization, etc.

• Sales, greenfield and incremental, to the C-Suite and full-range of stakeholders.

• Drafted over a 100 of pieces of thought leadership and approximately 400 proposals.

• Staffing, pricing, and margin analyses, strategies, CRM, and implementation.

• Negotiations and contracting in the C-Suite and procurement.

• Global Disaster Recovery (DR) consulting practice owner and founder.

• Established and drove technology Diversity & Inclusion (D&I) rebalancing, partnering with existing internal D&I organizations, and working up and down the vertical, from Global Lead of Advisory Services to new-hire Associates.

• Led account mapping, account planning, sector vertical planning, and execution—maintained tight relationships with other practices and sales.

• Sales management, pipeline management—taught and coached sales processes.

• Managed highly productive go-to-market (GTM) partnerships and joint business relationships (JBRs).

• Problem-solved across industries, creating value—process, technical, operational, and financial.

• Chief Technology Officer to $4B Artificial Intelligence/Machine Learning (AI/ML) startup.

• Walked through walls to un-stall post-deal M&A integration for $5.5B healthcare company, people, process, & technology—to meet promised (but missed) deal synergies.

• Rescued a failed $250M global transformation program to drive $1B return.

• Reduced infrastructure by 50% for a $90B technology conglomerate.

• Organization, operations, and process business resilience for $12B chip manufacturer.

• Labor arbitrage, organization, and workforce strategy for $36B global services company.

• Corporate housecleaning for companies across industries ranging from $2B to $90B—OPX cost take-outs, staff reductions, restructuring, arbitrage & outsourcing, contract analysis, rationalization.

• Digital strategy and transformation for $70B global vehicle manufacturer.

• Mitigated global financial quarterly reporting issues at $4B retail clothing manufacturer.

• Global supply chain risk assessment for BRIC reliant manufacturer.

• Led post-merger IT integration, people, process, & technology, for prime medical company.

• Restructured IT operations for a $7B airline, achieving a 30% staff reduction.

• Product and new market strategy for $1B software company.

• Managed Service Provider contract negotiation, writing, and evaluation from $150K to $200M/yr.

• Radical strategy for reorganizing business and engineering operations to unfreeze scaling and reliability issues for CEO and ELT of a $5B global SaaS software company.

• Wholesale data center to cloud migration for multi-$B SaaS data and advertising company.

• Cost takeout, reorganization, and outsourcing for $1B private equity held technology company.

• Architected data center and infrastructure demand planning for multiple SaaS companies.

• Knowledge base development for large program transitions and Managed Services Provider (MSP) operations onboarding, support, and customer satisfaction improvement.

• Rectified critical delivery issues through multi-MSP performance assessment and improvements for $30B fashion retailer.

2005 – 2010
Insight (New York, New York)
Principal Consultant | Management Consulting | Technology Consulting

• Built practices in cyber-security, data centers, DR, PMOs, networks, and operations efficiency.

• Created pre-Sales, Sales, Technology Consulting and Professional Services organizations.

• Recruited, trained, and led teams in consulting, program delivery, and customer service.

2004-2005
Anitian Enterprise Security (Portland, Oregon)                                                                                    
Security Consultant

• Security consulting engagements, incident response, and enterprise security organizations.

• Helped double a small, regional security consultancy in size and revenue. 

2003-2004
Advanced Legal Systems (Portland, Oregon)                                                                                      
Director

• Rescued faltering security, Infrastructure, app development, professional services, and managed services, businesses.

• Reversed declining revenues and drove revenue growth, built KPI driven service improvements.

Board Membership

Fora Health (Portland, Oregon)                                                                                1/2018 – 3/2022
Treasurer, Executive Board of Directors

·       Helped shape the course of an indigent and youth, drug, alcohol, and mental health hospitals
·       Oversaw activities of the Chief Executive Officer (CEO) and the Chief Financial Officer (CFO).

Certifications

• ·Project Management Professional, PMI PMP #1882498

• Certified Information Systems Security Specialist, CISSP #61126

• Certified Business Continuity Planner, DRII CBCP #24714

• Microsoft Certified Systems Engineer, MCSE #1627259

• Cisco Certified Network Professional Security (CCNP-S), CSCO10066259

• Juniper Networks Certified Internet Specialist JNCIS-FWV

• ITIL V3

Education

• Harvard, Executive Certificate, Artificial Intelligence—Python for AI

• Wharton, Executive Certificate, Artificial Intelligence—Generative AI and Machine Learning

• Washington State University, MBA—Finance, MIS, Innovation, and Operations

• Evergreen State College, BA—Postmodern Philosophy and Economics

• Penn State University, Certificate—Enterprise Architecture and Business Strategy

Industries served

• Tech

• Software as a service (SaaS) providers

• Software

• Managed services providers (MSP)

• Healthcare Payor and Provider

• Finance—hedge funds, insurance, banking, dealer/broker

• Fashion and apparel

• Private Equity (PE) and PE held companies

• Retail

• Construction

• Cloud providers

• Federal government

• Software companies

• Vehicle manufacturing

• Server, computer, and mobile device manufacturing

• Utilities

• Airlines

• Telephone, wireless and cable / multi-service operators (MSO’s)

• Legal (both in-house operations and as a Managed Services Provider)

• Energy, including nuclear

• Oil & Gas

• Consulting

• Accounting