- Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability, collaboration, and continuous improvement.
- Develop and execute the strategic vision for Remote Service Operations, aligning operational priorities with business objectives.
- Drive service quality by managing SLA performance, backlog health, utilization, escalations, operational efficiency, and client satisfaction.
- Establish performance expectations, coach leaders, and build high-performing technical teams.
- Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes.
- Standardize operational processes, documentation, quality assurance, and governance to improve consistency and scalability.
- Ensure operational readiness for a 24x7x365 support organization through workforce planning, capacity management, and business continuity.
- Oversee ServiceNow and supporting ITSM platforms to improve visibility, reporting, and operational governance.
- Develop and manage departmental budgets, forecasting, resource planning, and operational financial performance.
- Build executive reporting and dashboards that provide meaningful insight into operational performance, service quality, and business trends.
Financial ManagementServiceNow