I lead global technology delivery with measurable business impact.

Service Delivery Manager

Lead 46 engineers in 24/7 US/UK support for 50+ applications serving 50K+ users globally, handling an average of 200 tickets weekly.

• Sustained 99%+ SLA adherence for 50+ applications serving 50K+ users globally, leading 46 engineers in 24/7 US/UK support and handling an average of 200 tickets weekly.
• Manage an engagement with $2.02M annual project revenue, including contracts, invoices, statement of work (SOW) renewals, capital allocation, purchase requisitions and purchase orders.
• Reduced average monthly ticket backlog by 40%, from 180 to 108 over 5 months, using ServiceNow and Jira trend dashboards, recurring-incident analysis and structured problem management.
• Reduced average monthly mean time to resolve (MTTR) by 50% over 6 months for P1 incidents (5 to 2.5 hours) and P2 incidents (42 to 21 hours) through continual service improvement (CSI), self-healing automations, improved incident workflows and real-time service visibility.
• Drove a High Maturity improvement initiative, reducing resource occupancy from 85% to 83% and sustaining the 83% target through process optimisation and CSI.
• Coordinate application support escalations, prioritise defect fixes, and manage release schedules and operational risks.
• Delivered internal and external projects on schedule and within approved budgets; maintain RAID logs, track dependencies, coordinate steering committees and plan sprints.
• Participated in Change Advisory Board (CAB) reviews; coordinated release approvals, service acceptance, knowledge transfer and post-go-live monitoring.
• Delivered 160+ AI and automation use cases across StackStorm workflows, Alteryx reporting and AI solutions, saving 33,000+ cumulative hours and an average of 800+ hours per month.
• Managed a 6-FTE automation team through requirements review, prioritisation by expected time savings, development tracking, user acceptance testing (UAT) sign-off and go-live planning.
• Released capacity equivalent to 4 FTEs by applying Lean and Six Sigma to incident workflows and operational process automation.
• Manage onboarding, performance appraisals, coaching, shift planning and resource utilisation for the 46-engineer application support team.
• Lead daily US/UK stakeholder touchpoints and weekly service reviews; translate service performance and operational KPIs into weekly and monthly executive reports.

IT Operations Lead / Incident Manager

Led a 15-member Command Center team responsible for infrastructure monitoring, incident response, and multi-tower IT operations.

• Led a 15-member Command Center team responsible for infrastructure monitoring, incident response and multi-tower IT operations.
• Directed critical and major incident response, coordinating infrastructure teams to restore services and meet recovery time objective (RTO) targets.
• Maintained zero change-attributable service disruptions by executing change-management controls throughout the project lifecycle.
• Transferred L1/L2 activities from infrastructure towers into the Command Center through Shift-Left initiatives, improving operating efficiency and reducing escalations.
• Monitored infrastructure health using New Relic, Nagios, BigPanda and SolarWinds, identifying and resolving potential issues before client impact.

Machine Learning Intern

Completed applied projects in supervised learning and neural networks, building a technical foundation in artificial intelligence and machine learning.