Oakhurst, California, United States
I’m a senior technology and operations executive with 25+ years of global leadership experience driving SaaS operations, cloud transformation, and IT service delivery excellence across enterprise, public sector, and high-tech industries. As Vice President of SaaS Operations & Cloud Products at Model N, I lead 80+ global professionals delivering 50+ mission-critical programs that keep enterprise customers on the latest cloud releases. My organization owns CloudOps PMO governance, SRE, and ITIL/ITSM frameworks for release, change, incident, and problem management—driving measurable improvements in uptime, cost efficiency, and customer satisfaction. Previously, I led IT operations for the County of Santa Clara, modernizing infrastructure and service desk operations for 22,000+ end users with a $50M+ annual budget. Earlier roles include Director of IT, Risk & Service Management at OpenX, where I implemented a global “follow-the-sun” support model and security roadmap, and senior leadership at Fujitsu, Astreya Partners, and EDS, where I built and scaled service delivery, PMO, and customer success organizations worldwide. Recognized as a turn-around specialist, I’ve revitalized underperforming technology functions through disciplined service management, automation, and financial governance (CapEx/OpEx, FinOps). My career has been defined by enabling cloud modernization, operational resilience, and customer-centric innovation—transforming IT from a cost center to a strategic business enabler. Core strengths: SaaS & Cloud Operations • Servant Leader • Service Delivery Leadership • ITSM / ITIL Governance • Program & Portfolio Management (PMO) • Incident / Problem / Change Management • Cloud Product Enablement • FinOps & Cost Optimization • Security & Compliance • Digital Transformation • Cross-Functional Team Leadership
Skills: Servant Leadership, Technical Operations Leadership, Transformation Leadership, Change Management, Organizational Design, Talent Development, Executive Stakeholder Management, PMO Governance, Portfolio Management, Budgeting, Cost Optimization, Cloud FinOps, KPI and OKR Design, Operational Analytics, Vendor Management, Contract Negotiation, Cloud Operations, AWS, Azure, Google Cloud Platform, Site Reliability Engineering, SLO and SLA Management, Incident Management, On-Call Operations, DevOps, CI/CD, Infrastructure as Code, Terraform, Kubernetes, Container Orchestration, Observability, Monitoring and Alerting, Capacity Planning, Performance Engineering, Platform Engineering, ITIL, ServiceNow, Jira Service Management, Major Incident Management, Root Cause Analysis, Postmortems, Service Catalog Management, Knowledge Centered Service, Customer Support Operations, SLA Management, Security Operations, SOC 2 Compliance, ISO 27001 Compliance, Identity and Access Management, Okta, Business Continuity and Disaster Recovery.
• Manage a team of 80+ global resources that is chartered with keeping our SaaS customers on the latest release. • Work with Product Development and Cloud Operations on enhancements to the product/platform that drive efficiencies and improve our update timelines. • Responsible for Sales Enablement of Cloud Products that developed solutions for customer onboarding. • Work with Sales and CSMs on sizing, pricing, and enablement for new and existing customers. • Responsible for IT Service Management which includes governance for; Release, Change, Incident & Problem Management for the production environments, including process and tools. • Manage the Cloud Operations PMO portfolio of 50+ mission critical projects for new and existing customers. • Responsible for a team of SREs that is charted with identify critical products issues impacting our customers and working with Engineering on Hotfixes to drive problems to closure. Skills: Servant Leadership, Technical Operations Leadership, Transformation Leadership, Change Management, Organizational Design, Talent Development, Executive Stakeholder Management, PMO Governance, Portfolio Management, Budgeting, Cost Optimization, Cloud FinOps, KPI and OKR Design, Operational Analytics, Vendor Management, Contract Negotiation, Cloud Operations, AWS, Azure, Google Cloud Platform, Site Reliability Engineering, SLO and SLA Management, Incident Management, On-Call Operations, DevOps, CI/CD, Infrastructure as Code, Terraform, Kubernetes, Container Orchestration, Observability, Monitoring and Alerting, Capacity Planning, Performance Engineering, Platform Engineering, ITIL, ServiceNow, Jira Service Management, Major Incident Management, Root Cause Analysis, Postmortems, Service Catalog Management, Knowledge Centered Service, Customer Support Operations, SLA Management, Security Operations, SOC 2 Compliance, ISO 27001 Compliance, Identity and Access Management, Okta, Business Continuity and Disaster Recovery
• Responsible for IT Service Management for 1000+ resources & 22k+ end users. Program governs Release, Change, Incident & Problem Management for the production environments, including process and tools. • Responsible for the customer experience and working with the various technology teams to drive improvements and ultimately improve user productive and their interactions with technology. • Responsible for the team of 180 providing Field Support, Service Desk, AV, Mobile, IMAC, Network, Azure/AWS Cloud, Server/Storage, overall Infrastructure Operations which included the HMS EPIC. • Manage budgets in excess of $50 million, vendors, a PMO portfolio of 20 mission critical projects and overall business objectives to ensure we are meeting our financial, service/project commitments.
• Responsible for managing and improving the service management framework that is used to govern Release, Change, Incident and Problem management for the production environment, which includes both process and tools • Established and implemented a Follow the Sun Model for tier 2 support with offshore resource located in Poland and India • Transformed the IT team into a service oriented organization that focuses on end user productivity and customer service • Part of the team that successfully implemented Workday and manage the team that provides on-going support to handle the needs of the Finance and People teams • Responsible for rebuilding the security program and establishing a roadmap that has dramatically improved the security posture and the way events are managed and responded to • Work with sales teams on RFPs from potential and current clients who are trying to understand our level of security • Part of the team that built a GDPR roadmap for defining the body of work that is required to manage personal data to meet regulatory requirements • Accountable for establishing and managing yearly budget • Established vendor management to better leverage purchasing, organize contracts and provide a single face for customer negociations