Data Center Service Delivery

Summary

Hands-on senior leader with over **+ years of experience in delivering IT services across a diverse portfolio of industries, including pharmaceutical, biotech, and healthcare. In-depth technical expertise in engineering and operations of critical data centers and cloud operations and deployments, as well as a strong business acumen and communication skills to align technical goals with business objectives and drive solutions that efficiently support operations and positively impact the bottom line.

Experience

Information Technology, Service Delivery Manager

Sodexo

Dec 2023 – Feb 2025 (1 year 2 months)

Oversaw the delivery of IT services to internal stakeholders. This role ensured that service level agreements (SLAs) are met, operations run efficiently, and client satisfaction is consistently high. The SDM required acting as the primary point of contact between technical teams and business units, translating operational requirements into actionable deliverables.

Led end-to-end service delivery for enterprise IT infrastructure and cloud platforms, ensuring strict SLA adherence across North American operations.

Acted as primary liaison between technical teams and business stakeholders, translating operational KPIs into strategic business value in regulated environments (GxP, HIPAA).

Directed multi-disciplinary teams across data center, cloud, and DevOps functions to deliver seamless IT services during major transitions and M&A integrations.

Developed and governed vendor and managed service provider (MSP) performance, negotiating KPIs, cost controls, and accountability structures.

Mentored service management teams on operational excellence, fostering a culture of accountability, customer focus, and continuous service improvement.

Associate Director, Cloud Operations

AbbVie

Dec 2019 - Nov 2023 (4 years)

Directed all activities associated with the multi-tenant public private and hybrid cloud platforms. Represent the Cloud Operations organization on the Cloud Business Engineering Board for the Cloud Transformation strategic planning and deployment.

Fostered operational excellence mind set for the cloud operation team by developing repeatable processes utilizing agile best practices and automation to drive down costs, provide a superior product, while influencing the quality and responsiveness of all cloud operational activities.

Provided guidance to technical staff on complex work and projects, working closely with engineering teams to address short and long-term requirements adhering to industry best practices.

Created KPI dashboard for dynamic reporting of managed service KPIs.

Conducted daily managed service governance meeting to ensure SLAs were met.

Associate Director, Data Center & Cloud Operations

Allergan

Jun 2019 - Dec 2019 (7 months)

Directed all activities and functions associated with operational support of global data center and cloud technologies. Represent the Cloud Operations organization on the Cloud Business Engineering Board for the Cloud Transformation strategic planning and deployment.

Directed operation teams while maintaining a culture of excellence in all operations and influencing the quality and responsiveness of all operational incident activities.

Oversaw service process design and management of capabilities, planning, change processes, release processes, QA, incident, and problem processes.

Provided technical leadership, mentoring, coaching, career development, and feedback for performance management to a highly technical team. Lead infrastructure and engineering initiatives for 4000+ servers globally to leverage cloud services and co-location of infrastructure. Responsible for global data center engineering, planning, capacity management. Identify IT risks to the organization and drive remediation and mitigation solutions. Developed core standards for security, building, and administration of systems. Implemented remediation of all systems to adhere to standards.

Global Senior Manager of Infrastructure Operations

Allergan

Dec 2015 - Jun 2019 (3 years 7 months)

Directed all activities associated with the operation of global data center infrastructure.

Coordinate large-scale projects across multiple distributed infrastructure platforms and teams.

Manage a team of engineers and Managed Services group of BAU operations.

Coordinated the transit from HCL staff augmentation to Hitachi’s Managed Services.

Assisted in creating the statement of work governing the managed service agreement. Created governing standards guidelines and reporting cadence managed services KPIs.

Distributed File Systems, Lead

SAIC

Jan 2015 - Dec 2015 (1 year)

Lead Microsoft Distributed File Services engineers in the design and implementation of project for distributing 70 Tera bytes of shared data globally using distributed file services replication across co-located data center infrastructure.

Responsible for vendor engagement including Microsoft professional services.

Accountable for directing and leading DFS administration.

Conducts system architecture studies of new and existing technology solutions to support distributed initiatives.

Drive strategic and transformational change at a functional and enterprise level.

Work with business and IT stakeholders to develop road maps of the evolution of the Enterprise Solution Portfolio.

Systems Administrator

Martin Marietta

Jun 2014 - Dec 2014 (7 months)

Planned and directed large-scale projects across distributed and centralized infrastructure platforms.

Conducted architectural risk assessment analysis for enterprise projects.

Responsible for global Wintel systems engineering, planning, capacity management

Design and implementation of high availability solutions with redundant infrastructure for critical business systems.

Provide future direction and planning of Wintel environment throughout Enterprise.

Team Lead - Meaningful Use Upgrade Consultant

Allscripts

Feb 2014 - May 2014 (4 months)

Technical team leader delivering Allscripts Meaningful Use upgrade solutions for health care organizations.

Worked with client’s IT and clinical staff to diagnose and resolve Electronic Health Record application issues.

Develop process to implement enhancements to increase the availability of systems and applications to support the business.

Collaborated with project team to identify concerns and deliver a successful upgrade experience.

NetApp Consultant

ISC - IT Staffing & Consulting

Aug 2012 - Feb 2014 (1 year 7 months)

Managed NetApp data migration for Fortune 500 and government agencies.

Provided expertise and best practice solutions to manage and operate the NetApp Data Ontap 7- mode storage infrastructure.

Managed the migration of 90TB of GIS data from a Solaris/Symantec HSM solution to NetApp storage.

Provide remote administration for SnapMirror and volume management.

Senior Cloud Migration Manager

ISC - IT Staffing & Consulting

Aug 2011 - Aug 2012 (1 year 1 month)

Managed teams of cross functional migration engineers during an on premise to private cloud Exchange 2010 migration project for the State of Florida.

Conducts system architecture studies for state agencies infrastructure configurations.

Develop email migration process uniquely designed to suit each agency's email environment.

Build and train migration engineer team.

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