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More>Global IT Operations Manager with 10+ years leading enterprise infrastructure, service desk, cloud operations, vendor governance, and ITIL-based service delivery. Experienced supporting distributed workforces across North America, EMEA, and APAC while improving availability, SLA performance, compliance readiness, and operational cost control.
Led a global IT operating model redesign that improved support consistency across three regions and strengthened executive visibility into service health.
Built a quarterly technology business review framework used by CIO staff to prioritize risk, spend, service quality, and operational resilience.
Developed a cross-functional disaster recovery playbook adopted by infrastructure, security, workplace technology, and application support teams.
- Lead global IT operations for 4,200 users across North America, EMEA, and APAC, maintaining 99.95% service availability through ITIL-based governance.
- Managed a 24x7 service desk and infrastructure team of 38, reducing P1 incident resolution time 31% within two quarters.
- Standardized change, problem, and release processes across 12 countries, cutting failed changes 24% while improving audit evidence completeness.
- Directed cloud cost governance for AWS and Azure operations, identifying $1.3M annual savings without reducing performance or regional resilience.
- Partnered with security leaders to improve endpoint compliance to 96%, supporting SOC 2, ISO 27001, and customer assurance reviews.
- Oversaw data center, network, and workplace technology operations for 2,800 employees, improving global ticket SLA attainment from 82% to 94%.
- Implemented ServiceNow incident and asset management workflows, increasing CMDB accuracy 37% and reducing escalations caused by incomplete ownership data.
- Coordinated major office expansion and network refresh projects in six locations, delivering all sites on schedule and 9% under budget.
- Built vendor scorecards for telecom, device, and managed services partners, improving contract accountability and reducing recurring service credits by 18%.
Leo Panda
Focused on enterprise systems, networking, and IT service management.
Global IT Operations Manager with 10+ years leading enterprise infrastructure, service desk, cloud operations, vendor governance, and ITIL-based service delivery. Experienced supporting distributed workforces across North America, EMEA, and APAC while improving availability, SLA performance, compliance readiness, and operational cost control.
Led a global IT operating model redesign that improved support consistency across three regions and strengthened executive visibility into service health.
Built a quarterly technology business review framework used by CIO staff to prioritize risk, spend, service quality, and operational resilience.
Developed a cross-functional disaster recovery playbook adopted by infrastructure, security, workplace technology, and application support teams.
- Lead global IT operations for 4,200 users across North America, EMEA, and APAC, maintaining 99.95% service availability through ITIL-based governance.
- Managed a 24x7 service desk and infrastructure team of 38, reducing P1 incident resolution time 31% within two quarters.
- Standardized change, problem, and release processes across 12 countries, cutting failed changes 24% while improving audit evidence completeness.
- Directed cloud cost governance for AWS and Azure operations, identifying $1.3M annual savings without reducing performance or regional resilience.
- Partnered with security leaders to improve endpoint compliance to 96%, supporting SOC 2, ISO 27001, and customer assurance reviews.
- Oversaw data center, network, and workplace technology operations for 2,800 employees, improving global ticket SLA attainment from 82% to 94%.
- Implemented ServiceNow incident and asset management workflows, increasing CMDB accuracy 37% and reducing escalations caused by incomplete ownership data.
- Coordinated major office expansion and network refresh projects in six locations, delivering all sites on schedule and 9% under budget.
- Built vendor scorecards for telecom, device, and managed services partners, improving contract accountability and reducing recurring service credits by 18%.
Leo Panda
Focused on enterprise systems, networking, and IT service management.
