Webster Bank – Southington, CT

  IT Problem Manager 2022 – Present

Molson Coors Beverage Company – Milwaukee, WI

  Supply Manager 2020 – 2022
  Manager of IT Service Operations 2017 – 2020
  Application Service Delivery Manager 2011 – 2017
  Project Manager 2011

Service Delivery and Service Management leader with expertise in methods and continuous service and process improvements using Project Management and ITIL principles. Experience in RFP’s and contract negotiation including governance standards (KPI’s and SLA’s) for supplier service metrics.

Lead the Service Teams in ITIL change, incident, problem, knowledge, service level monitoring and reporting, asset management, service request management, supplier governance, and customer relationship management. Develop critical incident management processes including After Action Reviews, System Stability Reviews, and Service Improvement Programs.

Achievement Summary:

• Project management of new procurement initiatives across North America.
• Standardize ways of working across the enterprise after merger with Molson Coors, building the Service Management Team in the MillerCoors organization.
• Management of the Critical and High Incident Management processes, including leadership and communication during incidents, After Action Reviews, Problem Management, and Status reporting.
• Assumed responsibility for all US Service Operations.
• Management of direct reports including performance reviews.
• Governance of US multi-supplier managed service providers.
• Establish transition work stream in project methodology.
• 3^rd party supplier contract, budgets, and forecasting
• Management of a $10M annual budget and resource planning for Application Management.
• Manage an ADM sourcing initiatives $4M budget, timeline and rollout strategy.
• Communication of changes and strategies throughout the enterprise.
• Sourcing initiatives overseeing the strategy and execution moving from primary to multi-supplier IT Service Operations.

Harley-Davidson Motor Co., Inc. – Milwaukee, WI

  Technical Services Lead 2007 – 2011
  Project Manager 2000 – 2007

Lead Project and Service Management initiatives. Set strategic direction and oversee development and implementation of manufacturing systems, methods, and processes across the enterprise.  Lead project and operational methods and procedures for Service Management to improve service levels.  Interfaced with Global Information Services internal staff and business partners to develop Business Level Agreements across all of Harley-Davidson.  Subsequently, developed and lead Critical Incident Management processes including After Action Reviews, System Stability Reviews, and Service Improvement Programs to continuously improve Global IT services.

Achievement Summary:

• Lead the Service Management maturity roadmap.  Develop and implement templates and processes for Global Business Level Agreement aligned with Business Continuity, Incident, Change, Problem Management and Service Operations.
• Lead the enterprise Storage Area Network (SAN), including a $4 million-dollar budget.  Set strategic direction including a 5-year roadmap and delivery of infrastructure in a new $14 million data center. Increase SAN availability to 100%.  Supplier relationships and 5 direct reports.
• Lead a program of several departments to implement new campaigns ca. 2003 – 2010.  Included consolidation of servers, data centers, development of QA environments, and lead the Project Management Office overseeing data center consolidation efforts.  During the course of the program, lead large cross-site teams of 12 or more people.
• Lead the distribution center IT team of 3-7 people ca. 2003 to enhance support and ensure customer satisfaction.  Included adaptation of project methodologies to day-to-day support. Ensured enhancements met customer needs prior to implementation.  Lead projects to verify availability and continuity.  Development of the first formal Business Level Agreement with IT.
• Mentor other team members encouraging career development and advancement.  Help others understand and apply project management principles.  Additional focus on activities and educational opportunities to improve Team Building and Leadership skills