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Work Background
FedTecSenior ServiceNow Program Manager
Oct. 2024• Delivered $20M+ in ServiceNow modernization programs, overseeing multi-module deployments (ITSM, ITOM, HRSD, ITAM, GRC/IRM, SPM) that were completed on time and under budget, aligned to ITIL and FedRAMP standards. • Led enterprise-wide digital transformation initiatives, integrating RPA, low-code platforms, and ServiceNow enhancements across federal and healthcare environments. • Built and directed high-performing cross-functional Agile teams, scaling delivery capabilities and increasing iteration velocity across complex hybrid environments. • Drove regulatory compliance and audit-readiness, partnering with Contracting Officers (COs), CORs, and agency leadership to ensure FAR/DFARS alignment and reduce audit exceptions. • Standardized hybrid delivery methodologies, optimizing the use of Agile, Waterfall, and SAFe frameworks based on project complexity and organizational maturity. • Strengthened strategic stakeholder relationships, enhancing executive visibility, governance transparency, and alignment across federal agencies and mission-critical programs. • Consolidated dual-role responsibilities on a federal contract, saving $200K+ annually through resource optimization
Memorial Sloan Kettering Cancer CenterDigital Employee Experience, ServiceNow Technical Program Manager and ScrumMaster® III
May. 2022 - Oct. 2024• Established and operationalized enterprise-wide project management standards within the Service Management Office (SMO), driving Agile maturity and delivery consistency across digital transformation programs. • Directed enterprise ServiceNow platform initiatives, including Development 2.0 and Strategic Portfolio Management (SPM), resulting in accelerated iteration cycles and improved prioritization of strategic work. • Championed digital employee experience programs, leveraging AI/ML, RPA, and Conversational AI to enhance workforce enablement and operational efficiency. • Provided executive-level reporting and governance updates, presenting bi-weekly to the Portfolio Review Board to ensure alignment with organizational goals. • Enabled a seamless transition under new SMO leadership, preserving project stability, delivery velocity, and stakeholder confidence during organizational change. • Institutionalized hybrid delivery practices, combining Agile, Waterfall, Lean, and Agifall methods to increase adaptability and cross-functional team cohesion.
Trellus HealthVice President, Technical Program Management
Mar. 2021 - May. 2022White Plains, New York, United States• Established and scaled the Program Management Office (PMO) to support the TrellusElevate™ Connected Health platform, ensuring HIPAA and HITRUST compliance in a highly regulated healthcare environment. • Directed portfolio execution for AI/ML, Conversational AI, and Data Lake initiatives, aligning delivery with enterprise goals through hybrid Agile and Waterfall methodologies. • Built and led high-performing program and service delivery teams, increasing delivery velocity, cross- functional collaboration, and execution reliability. • Defined and drove product vision and strategy in collaboration with executive leadership, enhancing platform alignment, stakeholder engagement, and user-centric design. • Improved clinical and operational workflows for patients and providers, significantly elevating the user experience and care delivery efficiency. • Developed integrated roadmaps and release plans, accelerating time to market through tighter coordination between product, development, and analytics teams. • Institutionalized project governance frameworks in Jira, improving data integrity, reporting accuracy, and organizational transparency. • Directed 11 cross-functional Agile teams, enhancing collaboration across Product, Technology, and Business Intelligence to support scalable, compliant growth. • Authored and implemented enterprise governance policies, enabling sustainable compliance, process standardization, and audit readiness at scale.
CDI LLCSenior Technical Program Manager
Jul. 2019 - Mar. 2021Tristate Area• Led strategic program management initiatives across technology and public sector divisions, enhancing long-term planning, delivery standards, and operational scalability. • Developed and deployed enterprise-wide project management training programs, significantly improving delivery performance for education and law enforcement clients. • Architected and launched a Program Management as a Service (PgMaaS) offering, adopted by 10+ enterprise clients, resulting in a 25% increase in program success rates and generating multimillion- dollar service revenue. • Redesigned project planning and operational frameworks, establishing a 2–5-year strategic roadmap to guide investment prioritization and delivery excellence across the technology portfolio.
IPsoftSenior Manager, Global 1Desk PMO
Jul. 2018 - Jul. 2019New York, New York• Built and managed the Global 1Desk PMO, enhancing Cognitive AI product development, ServiceNow integrations, and client implementation processes. • Established and enforced project management standards and onboarding frameworks, elevating delivery quality and operational consistency across regions. • Instituted governance reporting mechanisms for RPA and cognitive operations, improving transparency, accountability, and executive visibility.
IPsoftSenior Manager, Global Cognitive AI PMO & EMEA Cognitive Delivery and Operations
Sep. 2016 - Jul. 2018NY & EMEA• Built and led a PMO supporting global cognitive AI product development and delivery. • Directed regional delivery and operations, optimizing efficiency and execution across diverse markets. • Led pre-sales engineering for cognitive solutions, contributing to revenue growth and stronger client alignment. • Oversaw language pack roadmap development and execution across 15 languages and multiple code bases. • Drove improvements in delivery processes to support scalable, high-impact cognitive AI solutions.
IPsoftSenior Program Manager, Special Operations (AaaS – RPA)
Apr. 2015 - Aug. 2016New York, United States• Led the successful development and implementation of an Automation as a Service (AaaS) program, improving delivery efficiency and boosting client satisfaction across multiple RPA engagements. • Delivered high-impact RPA proofs of concept (PoCs) and pilots for enterprise clients, effectively demonstrating the value and operational benefits of automation in specialized environments. • Established and institutionalized governance and delivery reporting frameworks for RPA and special operations programs, enhancing transparency, accountability, and executive visibility. • Drove pre-sales strategy and client engagement efforts, translating business needs into compelling RPA use cases that accelerated adoption and deepened customer relationships. • Managed cross-functional teams in the delivery of tailored RPA solutions, aligning technical execution with client goals and organizational objectives.
IPsoftSr. Program Manager, Continual Service Improvement (CSI)
Nov. 2006 - Mar. 2015New York City Metropolitan Area• Designed and launched a Continual Service Improvement (CSI) program leveraging automation, resulting in measurable gains in operational efficiency, service quality, and issue resolution time. • Led strategic automation initiatives for top-tier clients, delivering tailored solutions that aligned with business objectives and improved long-term service performance. • Supported staff management and resource planning efforts, optimizing team allocation and ensuring timely, high-quality delivery across concurrent projects. • Directed the creation of pre-sales collateral and solution demonstrations, enabling the sales team to clearly articulate automation value propositions and secure new business. • Established feedback loops and performance metrics to track CSI impact, enabling data-driven decision-making and sustained process enhancements.
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