Senior Delivery Manager | Managed Services Leader | Program Manager

Led program delivery and governance for Microsoft's Ambitious Give program, aligning operational execution with business objectives. Managed stakeholder communications, operational reporting, KPI tracking, executive updates, and coordination across business, engineering, and vendor teams.

Led incident triage, escalations, issue resolution, root cause analysis, change management, release planning, and feature rollouts. Piloted GenAI-powered Copilot testing that improved productivity and operational efficiency by approximately 30%, and supported global payroll implementation across five countries.

Managed large-scale operational delivery for high-impact Meta products, including Pages and Instagram. Owned SLA adherence, operational governance, service performance monitoring, delivery execution, and executive stakeholder alignment.

Acted as the primary escalation point for clients and internal teams, leading incident management, problem resolution, service recovery, resource planning, workforce allocation, capacity management, release management, and UAT production activities. Maintained 100% SLA compliance and received Meta's Employee Recognition Award.

Led end-to-end delivery and operations management for enterprise application packaging and managed services engagements serving Avanade, CVS, Washington Gas, and Microsoft. Managed ITIL-aligned incident, problem, change, release, and service request processes.

Conducted governance reviews, operational audits, service performance assessments, architecture discussions, risk assessments, QA validation, UAT, and rollout deployment planning. Supported billing reviews, SOW creation, utilization tracking, and delivery reporting; received the Best Delivery Team Award for Accenture Avanade.

Managed incident and problem management queues for business-critical enterprise systems. Served as a subject matter expert during major incident calls, coordinating infrastructure and application support teams.

Managed change management and release processes and supported automation initiatives to improve testing efficiency and operational readiness.

Provided L2 and L3 application support for Lehman Brothers, Fidelity Investments, and Goldman Sachs in high-stakes financial environments. Managed incident resolution and supported production stability for critical enterprise applications.

Supported change management, release management, production deployments, application packaging, and QA testing activities.

Managed incident queues and troubleshooting workflows for enterprise business lines. Supported operational issue resolution and coordinated release readiness reviews.

Contributed to stable service delivery by following established support, incident, and release management processes.