Miami-Fort Lauderdale Area
IT Operations & Service Delivery Director with 15+ years — including a decade running enterprise-scale operations: 300+ engineers across 89 regions, supporting 45,000+ employees in a large-scale regulated insurance environment, with 99% SLA sustained throughout. More recently — platform operations and IT delivery in US fintech, where the work translated directly into business outcomes: 70% reduction in lead loss, 15%+ improvement in conversion, and $6–7M in tracked revenue contribution. I work at the intersection of ITSM, infrastructure, and delivery — partnering with executive leadership to turn operational complexity into business reliability. ITIL-grounded, with hands-on experience across enterprise ITSM platforms including ServiceNow.
Providing IT Operations advisory and ITSM consulting to organizations undergoing service delivery transformation. Engagements include: IT Operations structure design, Service Desk maturity assessments, Incident/Problem/Change Management implementation, SLA and KPI governance frameworks, helpdesk team structuring, ITSM platform advisory and tooling assessment, vendor management guidance, and IT operations leadership coaching. Focus areas: IT Operations Management, IT Service Management (ITSM), ITIL adoption, service delivery optimization, and operational readiness for scale.
Owned IT Operations and platform delivery for enterprise CRM, workflow, and partner-facing systems in a regulated fintech environment — aligning engineering, business, and support teams around production stability and operational readiness. • Delivered enterprise CRM in 5 months after a 12-month stall, directly unblocking revenue growth at scale • Reduced lead loss by 70% and improved conversion by 15%+ by aligning CRM workflows with sales operations • Owned end-to-end delivery lifecycle for customer-facing products — from concept through build, release, and operations • Implemented automation and AI-driven support solutions, reducing operational workload by ~35% • Led AWS migration and platform modernization, improving scalability, resilience, and infrastructure reliability • Managed SaaS vendor relationships (Zoom, Adobe, Zendesk) — contract negotiations, SLA governance, and technical integration alignment • Supported NY DFS regulatory certification of retail mortgage website for B2C mortgage licensure in New York State • Directed cross-functional team of 18 (Engineering, QA, BA, DevOps) across enterprise platform delivery
Led enterprise IT Operations and Service Delivery across 89 regions, managing ~300 engineers and supporting 45,000+ employees across HQ, regional offices, claims and contact centers in a large-scale regulated insurance environment. • Maintained 98–99% SLA for mission-critical systems through structured Incident, Problem, and Capacity Management — reducing recurring incidents by 30% • Led enterprise ITSM transformation — consolidated IT support across 1,600 offices and 50,000+ employees onto a unified platform, implementing self-service portal, AI-driven chatbot, and 700+ automated procedures • Served as senior escalation authority for critical incidents across infrastructure and application teams • Terminated underperforming outsourcing contracts and restored SLA compliance through vendor governance overhaul • Led remote transition of 2,500+ employees in 2 weeks with zero operational disruption during COVID • Executed zero-downtime relocation of contact center and claims division — moved in overnight shifts while maintaining 24/7 service continuity through parallel operations and shift management • Reduced infrastructure and telecom costs by ~15% through vendor optimization and contract renegotiation • Grew 7 engineers into leadership and specialist roles across IT operations, security, and infrastructure
Led IT Service Delivery and support function for 3,000+ enterprise users across headquarters and shared service centers. • Formalized Incident Management and escalation workflows — establishing service transparency and response consistency across the organization • Acted as primary escalation authority for executive-level and high-severity incidents, reducing business impact and resolution time • Grew 3 team members into department head roles through mentorship and structured development • Led infrastructure and platform projects in partnership with engineering teams, improving system stability and operational readiness
Provided advanced technical support and incident resolution for enterprise users. Acted as escalation point for high-severity incidents across infrastructure and business applications.