Director of Client Services

• Aug 2018 - Present

• 2007 - Aug 2018

Managed application development for Business Intelligence (BI) strategies, reporting solutions and automated software tools; stewards annual service labor budget of $600,000; developed and delivered presentations for leadership; directed IT process improvement initiatives, provided governance, monitored KPIs for planning, allocation, utilization and deployment of internal and external labor. Facilitated IT controls, and mitigated risk. Coached, developed, evaluated, and mentored multiple teams consisting of exempt, non-exempt, and contracted labor. • Developed and implemented IT Leadership training, targeting 700-900 leaders, introducing key principals of Lean Six Sigma and Excellence in Operations Management practices increasing quality of execution and department credibility. • Led the redesign and transformation of a centralized service team through a transition to self-service, reducing support costs by 47% and shifting key skills to higher priority work. • Partnered with Northwestern University on formation of a Masters Practicum, which advanced awareness and support for internalizing the Data Scientist role, leading to recruitment and employment offers to two candidates. • Restructured key methodologies for estimating and distribution of labor budget for internal and external resources, reducing the overall annual planning timeline by four months and 9,000 labor hours. • Directed development and obtained approvals to execute a Data & Business Intelligence Strategy that set direction for data base utilization, validation of authoritative data sources, security data access, and improved line-of-sight to department metrics and reporting. Strategy was successfully implemented mitigating risk, improving controls and quality of work processes.• Assumed stewardship responsibilities for offshore development centers used by vendors to deliver contracted work, facilitating technical and security controls. Show less

• 2003 - 2007

Facilitated and delivered IT-related projects on time and within budget in support of enterprise goals. Responsible for overseeing multiple efforts simultaneously including oversight of budget / scope / resources, planning, documentation of artifacts, risks, timelines, and compliance while working with sponsors on resolving roadblocks. Projects included efforts in IT aligned to organizational change, software research, training, and process improvement, ranging from 5-20K hours each. • Led multi-year, 15K hour project for the redesign and implementation of an IT Test Organization introduced industry-aligned skills and delivered new training, resulting in overall improvement of test practices with a reduction in defects found in test.• Facilitated development and mapping of key IT processes, established ownership and stewardship of processes increasing department-wide engagement with stakeholders, reducing organizational “silos”, and improving strategic planning of departmental goals.• Operationalized an internal Process Management & Consulting service which proved successful in reducing waste, redundancies, and low value work while increasing labor capacity through simplified procedures and shifting resources to higher priority work. • Delivered product recommendations for viable software accelerators for data reconciliation and scrubbing by evaluating product functionality against test data in a test environment resulting in opportunities for improved data accuracy and sources used for customer data analysis. Show less

Supervisor, Purchasing & Procurement

• 1998 - 2000

Researched and negotiated purchase agreements for building materials, communication management systems, contract furniture and equipment. Coordinated office moves and installations. Assisted in development of standards to maximize efficiency and supervised inventory forecasting team for warehousing and supply operations JIT delivery. • Negotiated settlement and coordinated resolution of a significant product manufacturing defect associated with 60+ company facilities resulting in zero replacement cost to my company. • Introduced a new supplier of materials and workstations resulting in improved service and pricing among all suppliers, with an initial $400 price-per-unit decrease and opportunity for additional cost avoidance estimated at $8M over three years. PRIOR PROGRESSIVE POSITIONS Senior Purchasing Specialist Interior Planner Sales Customer Service Show less