Global Operations and Service Delivery Professional

Own hardware service strategy, readiness, and lifecycle planning for four active enterprise technology product families spanning more than 100 models and generations across 72 countries. Support a service planning scope representing approximately €100M in annual maintenance revenue.

Coordinate Product Development, Engineering, Supply Chain, Logistics, Service Delivery, Offering Management, and Sales to ensure operational readiness before general availability. Develop end-to-end hardware and parts strategies covering inventory, global stock locations, Last Time Buy planning, engineering changes, and supply-risk mitigation.

Lead lifecycle and service-extension assessments that balance customer commitments, failure risk, lead times, cost, revenue protection, and gross profit. Delivered readiness for an IBM Fusion Dell GPU release, including service cost estimates, hardware call flow, and SSC/FRU rework coordination.

Identified and escalated a vendor stop on DataPower parts purchases to protect same-day support continuity. Enabled service extensions generating $700K in additional 2025 revenue and led a refurbished-parts process expected to avoid at least €500K in hardware acquisition costs.

Promoted to an operational Team Lead role approximately three months after joining IBM. Supported a team of around 10 Fix Entitlement Agents by coordinating daily operations, schedules, responsibilities, and complex customer entitlement cases.

Partnered with Division Leads to improve processes, implement operational changes, and maintain service performance. Provided coaching, training, and knowledge sharing to strengthen team capability and service quality.

Reviewed customer cases and validated eligibility for software fixes and support services across multiple IBM systems. Investigated customer and contract information, updated entitlement levels, and documented actions while meeting operational KPIs.

Demonstrated strong operational performance and was promoted to Fix Entitlement Focal Point after approximately three months.

Monitored pre-match and live sports markets to identify pricing inefficiencies, probability gaps, and arbitrage opportunities. Compared bookmaker pricing with exchange prices to assess potential trading positions.

Used Betfair Exchange back and lay positions to hedge opportunities and secure positive returns when surebet conditions were available. Applied real-time analysis, disciplined execution, liquidity monitoring, exposure management, and risk controls.

Completed a high school diploma with a focus on Economics.