Service Delivery It
Resume:
Hayward Jones
IT Program & Service Delivery
************@*********.*** • Fountain Hills, AZ 85268 www.linkedin.com/in/hayward-jones-product-excellence • 317-***-**** Highly analytical and results-driven leader with 20+ years of experience in directing all aspects of technical project/program management, professional services delivery, digital transformation, product ownership, and business process improvement. Recognized for designing and implementing effective IT service strategies and fostering culture of operational excellence and innovation in IT delivery. Repeated success in increasing revenue growth, elevating service delivery, leading enterprise-level digital transformation initiatives, and delivering measurable improvements in performance, scalability, and sustainability. Proven track record in managing large- scale engineering and IT service delivery programs and ensuring strategic alignment and performance optimization. Adept at steering complex program portfolios, optimizing resource allocation, and maintaining program governance to meet organizational goals. Skilled in deploying agile methodologies and continuous improvement frameworks to enhance program efficiency and reduce time-to-market. Passionate leader with remarkable acumen in training, mentoring, and overseeing high-performing teams to achieve set goals. Areas of Expertise
● Project & Program Planning
● IT Service Delivery Management
● Agile & Waterfall Methodologies
● Enterprise Portfolio Management
● IT Governance & Leadership
● Business Transformation & Change Management
● Data-Driven Decision Making & Reporting
● Full Stack Development
● IT Operations & Infrastructure Management
● Product Lifecycle Management & Delivery
● Budgeting & Financial Planning
● Cloud & Infrastructure Management
● IT Planning & Strategy Alignment
● Risk Mitigation & Issue Resolution
● Customer Experience Optimization
Professional Experience
GalaxE Solutions (An Endava Company), New Jersey
Various Roles
Jan 2012 to Aug 2024
Delivered strategic leadership and encouraged cross-functional agile teams to improve time-to-market for key product launches. Directed large-scale digital transformation programs with a focus on enhancing operational efficiency across business units. Planned and executed continuous delivery excellence initiatives that augmented project success rates through effective coaching and quality assurance. Headed end-to-end program management processes for timely delivery and alignment with strategic business goals. Built and promoted culture of innovation and collaboration for continuous improvement and optimum team performance. Key Assignments:
Director of Delivery, Client: TD BANK, Sept 2023 to Aug 2024
● Championed the end-to-end development of Full Stack Digital Applications across multiple Banking Units. Managed the designing, developing, and deploying complex applications using modern technologies such as React, Angular, Node.js, Java, Spring Boot, Python, and SQL/NoSQL databases.
● Strengthened project delivery capabilities and increased operational efficiency by 60% by driving revenue growth and optimizing recruitment and placement services for roles, including UX writers, designers, Agile Coaches, developers, and PMs.
● Directed the deployment of GalaxE’s proprietary products, resulting in significant reduction in project completion time and an overall improvement in service profitability.
Director of Delivery, Client: Northwestern Mutual, July 2020 to Jan 2024
● Introduced cutting-edge quality automation - designing and implementing robust test automation frameworks using Java and JavaScript for web and enterprise applications; data engineering solutions using Python, Data Bricks and PySpark; Agile Scrum and Kanban frameworks to enhance operational agility.
● Managed Data Engineering team with expertise in designing, developing, and optimizing data pipelines and architectures to support large-scale data processing and analytics. Proficient in leveraging SQL, Python, Java, and Scala to extract, transform, and load (ETL) data from diverse sources into data lakes or warehouses.
● Boosted revenue and expanded client portfolio by 200% through tailored cloud and Full Stack technology transformations. Program Director Senior Agile Program Coach, Client: Express Scripts Inc. (CIGNA), Jun 2014 to July 2020
● Spearheaded and successfully completed $12M enterprise project, including the Full Stack development and launch of automated product selection (APS) application that augmented prescription approval and reject accuracy by 60% and reduced operational costs by 20M annually.
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● Improved representative efficiency, decreased call handling times by 24 seconds, and increased pharmacist accuracy through streamlined workflows while generating annual cost savings through the automation of PBM Call Center operations.
● Optimized team productivity and minimized project cycle times through Agile transformation across patient outcome operations. Director of Delivery, Client: Johnson & Johnson, Nov 2013 to May 2014
● Led the development and execution of comprehensive Agile transformation, quality assurance framework and software requirement methodologies to amplify software delivery accuracy and consistency.
● Spearheaded implementation of global SDLC quality initiative across seven countries while managing full project and program scopes including planning, risk management, budget allocation, and annual IT spend of $2B. Quality Assurance Director, Client: CVS/Caremark, Feb 2012 to Nov 2013
● Directed enterprise-wide quality assurance planning for PBM adjudication and eligibility systems, driving strategic program objectives and ensuring alignment with organizational goals.
● Provided strategic leadership in global delivery and leveraged onshore and 200 offshore resources (Bangalore and Hyderabad) to streamline processes, minimize program costs, and improve delivery timelines.
● Contributed to the development of program roadmaps and adhered to timelines for key initiatives by facilitating senior-level decision- making for program funding and prioritization.
Icon Consultants, Horizon BCBS Of New Jersey
Healthcare Reform Program Director
May 2011 to Jan 2012
Directed strategic migration of membership billing and account implementation technology portfolio from legacy systems to NASCO’s MembersEdge. Achieved significant improvement in operational efficiency through modernized infrastructure and processes. Planned and led multiple large-scale programs concurrently to optimize business productivity and processes. Maintained full alignment of all projects with compliance standards for successful audits in line with industry regulations. Managed program budgets and resource allocation to maximize return on investment.
Key Achievements:
● Attained over $10M annually in cost savings through successful integration of innovative technologies.
● Led robust process reengineering program to consolidate three separate membership and billing systems into one unified platform.
● Developed and implemented comprehensive data management program to elevate data integrity and reduce duplication across organization through rigorous data governance practices. Additional Experience:
• Director, Enterprise E-Business Systems / Executive Advisor & Chief of Staff, E-Business & Consumer Technology at Anthem BCBS / Wellpoint / Elevance Health, Indianapolis, IN.
• Management Consulting at H&F Jones LLC., Carmel, IN. Education & Credentials
Master of Science in Computer Science
Bachelor of Science in Computer Science
Training & Certifications:
● Scrum Product Owner (Expected Completion in Nov 2024)
● Agile Scrum Master
● Project Management
● Six Sigma Green Belt
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