Operational reliability
Major-incident leadership, structural follow-through, and practical improvement across incident, problem, change, and escalation management.
Senior Manager · Enterprise IT Service Delivery & Reliability
I turn fragmented technology operations into reliable, measurable services.
For global organizations where incidents, vendors, changes, and accountability cross too many boundaries.
10,000users supported
40countries
30–40%less downtime
The work I do best
When accountability is fragmented, I build the operating system that makes it visible.
The technology usually exists. The problem is that ownership does not: incidents escalate poorly, vendors blame one another, changes create disruption, and reporting cannot explain what is actually happening.
I bring the teams, evidence, decisions, and follow-through together so service performance becomes predictable—and so the organization no longer depends on a permanent human workaround.
Cross-functional alignment
Clear ownership, escalation paths, service expectations, and operating priorities across infrastructure, security, applications, support, and business teams.
Vendor accountability
Evidence-based governance of MSPs and technology vendors, including service quality, staffing, contractual commitments, corrective action, and cost.
Complex transitions
Operational leadership for identity migrations, endpoint deployments, ITSM rollouts, service transitions, platform consolidation, and post-separation stabilization.
Analytical clarity
Decision-ready analysis built from ServiceNow, SQL, Excel, Power BI, and imperfect operational data—not dashboards that merely display activity.
Executive confidence
Calm communication under pressure, with technical complexity translated into business impact, choices, consequences, and decisions required.
Technical capabilities
Technical fluency across the enterprise stack—applied to operational decisions.
My value is not claiming current administrator or developer depth in every product. It is understanding where technologies sit, how they depend on one another, what evidence a sound implementation should produce, and where ownership belongs when something fails.
Working familiarity is grounded in enterprise programs, service operations, reliability work, analysis, and vendor governance.
Enterprise service management
ServiceNow · Jira · ITIL practices
The operating record for incidents, requests, changes, ownership, service levels, and corrective action—not just a ticket queue.
Identity & digital workplace
Okta · ForgeRock · Active Directory · Intune · Microsoft 365
The control layer connecting user identity, access, endpoints, productivity services, and the employee experience.
Cloud, infrastructure & network
Azure · AWS · VMware · Cisco · F5 · Fortinet · IIS · AKS/EKS
The hosting, connectivity, traffic, and resilience layers whose dependencies must be understood when services fail or change.
Engineering delivery & automation
Azure DevOps · GitHub · CI/CD · Terraform · Ansible · PowerShell · Bash
The path by which infrastructure and application changes become repeatable, testable, governable, and safe to release.
Observability & operational data
Splunk · Grafana · Power BI · Snowflake · SQL Server · MySQL
The evidence layer used to reconstruct events, reconcile conflicting data, measure service performance, and support decisions.
Application patterns, risk & resilience
Kafka · Redis · Elastic · CISSP · SOC 2 · GDPR · DR/BCP
The architectural and control context needed to recognize critical dependencies, challenge assumptions, and connect reliability to risk.
Selected work & outcomes
Operational credibility is earned in the numbers.
Representative results from enterprise roles, delivered with cross-functional teams across complex global environments.
less downtime
Service improvements across a portfolio of 40 applications.
faster L3 MTTR
Stronger escalation ownership and coordination across specialist teams.
licensing savings
Consolidation and evidence-based review of enterprise technology spend.
less deployment downtime
CI/CD and release-practice redesign in a global SaaS environment.
1.5M
Flagship project · identity-migration reconciliation
Finding the expensive omission before it became an operational failure.
I built an internal SQL and Excel reconciliation across 1.5 million accounts during a ForgeRock-to-Okta migration. The analysis identified roughly 30,000 omitted accounts and protected approximately $500,000 in value.
10,000 devices · 40 countries
Global endpoint refresh
Led a global laptop-refresh program across a distributed enterprise, coordinating deployment, vendors, dependencies, and transition into stable support.80% less deployment downtime
SaaS delivery redesign
Redesigned CI/CD and release practices for global SaaS services, while improving the change-success rate by 40%.40 applications
Service reliability improvement
Improved cross-team service operations to reduce downtime by 30–40% and accelerate L3 mean time to resolution by 30%.Relevant experience
Enterprise scale, without losing operational detail.
My background sits at the intersection of service management, reliability, technical program delivery, and vendor governance. That combination is the specialty—not a collection of unrelated roles.
2022—2024
Senior Program Manager / Manager, Service Management & Operations
Vialto Partners
Supported a 10,000-user organization across 40 countries through service operations, major incidents, identity and endpoint programs, vendor management, and transition into stable support.
- Global 10,000-device laptop refresh
- ForgeRock-to-Okta account reconciliation
- ServiceNow, SLA/OLA, and escalation improvement
2014—2022
Site Reliability Engineering Manager
PwC
Led reliability, scalability, security, incident response, release improvement, and resilience work for global SaaS services in an audit-sensitive enterprise environment.
- 80% reduction in deployment downtime
- 40% improvement in change success
- Disaster recovery, continuity, and operational coaching
Where I create the most value
A precise fit, not a generic “IT leader.”
Strongest environment
- Global or multi-location enterprise services
- Regulated, audit-sensitive, or operationally complex organizations
- Internal teams working alongside MSPs and vendors
- Separation, migration, modernization, or service deterioration
- Clear sponsorship, service data, and meaningful decision rights
Not the assignment
- Hands-on cloud architect or platform engineer
- PMO coordination centered on schedules and meeting notes
- Help-desk ticket administration
- Quota-carrying sales or cold outreach
- Responsibility for outcomes without authority to change them
A useful first conversation
If the operational problem sounds familiar, let’s make the discussion concrete.
I’m interested in senior manager roles where the mandate is to stabilize complex enterprise technology services, improve accountability across organizational boundaries, and build a visible path toward director-level scope.