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Lead ITSM operational activities and strategic service management initiatives across Digital Technology. Guide MSPs, design and mature ITIL/Agile/Lean-based processes, drive automation, KPIs, and ServiceNow platform optimizations to improve efficiency, resilience, and customer experience.

Lead and coach a global technical program management team to deliver large, cross-functional enterprise programs. Own end-to-end delivery, establish TPM best practices, align business requirements with tooling and analytics, and drive stakeholder decision-making in ambiguous, high-impact initiatives.

Lead and grow a team of Mid-Market Customer Success Managers to drive retention (GRR/NRR), risk mitigation, and expansion. Develop scalable playbooks, operating rhythms, and QBR standards; coach CSMs on executive relationships and value narratives; act as escalation for complex or at-risk customers; leverage health signals and usage data to manage portfolio risk; and partner with Sales, Product, and Support to influence roadmap and customer outcomes.