Head of Global Delivery
Strategic Client Centric Executive who demonstrates a passion for innovating on behalf of the client both in delivering world class support and building closed loop processes with global teams to continuously improve products, grow service revenue and client satisfaction while reducing incidents and defects. Core responsibilities included the strategic design transformation of the global 24x7 Brokerage Front Office, Fixed Income, Post Trade and Capital Market operational support and delivery organization. Key Success included:
" Lead a Globally Matrixed Client Service Delivery organization with over 300 resources across 10 countries focused on technical support, systems operations including disaster recovery, application monitoring, help desk, development and client test.
" Manage, motivate and provide strategic direction to the global team of senior technical leaders including Vice Presidents, Senior Directors, Directors, System Engineers, Client Service Managers, and Help Desk.
" Ensured the needs of the business were met along with support operations integrity, security, process and compliance.
" Utilized Agile strategy to ensure timely delivery of short term tactical projects and project plans for longer term 3+ year strategic proposals.
" Examine and recommend tool enhancements to ensure latest trends in efficiency and client success.
" Prepared and presented annual enhanced strategic client satisfaction and organizational support growth plans.
" Automated multiple testing, metrics, and change management process including monthly client metrics reports, upgrades and change management notifications, and test script availability.
" Established monthly senior client operations interlocks to ensure client satisfaction and success.
" Responsible of Annual Service Delivery Audit and corrective remediation plans adhering to ITIL ITSM best practices.