CSGSr. IT Project Manager
Apr. 2009 - Aug. 2013Designed and implemented corporate tools, processes, and policies that enhanced SaaS solution delivery for 80+ teams across five portfolios and 12 value streams, supporting 1,700–2,500 employees. Collaborated with Product Management, Engineering, Release Management, and customer-facing teams to improve SDLC, Change Management, and Incident Management practices, achieving a 30% increase in operational efficiency. Provided on-call support and delivered new solutions, ensuring seamless internal customer experiences and process alignment across departments.Successfully transitioned from MKS to Jira for work management, developing and implementing SDLC policies and processes that improved team alignment by 25%. Delivered training to Engineering, Product, and Release Management teams, ensuring seamless adoption and organizational alignment.
• Served as a key stakeholder and SME in advancing CSG’s service catalog, replacing an outdated platform with self-service Confluence forms generating Jira records. Reduced project timelines by nine months and cut ongoing maintenance by 20-30%.
• Leveraged Scaled Agile Framework (SAFe) to align Product Management, Engineering, and Sales with client contractual obligations, reducing defect impact scores by 25% annually and enhancing customer satisfaction.
• Established and documented Agile processes and SDM methodologies, training teams across the organization to achieve consistent execution and 20% process efficiency improvements.
• Facilitated cross-functional coordination between Product Management and Delivery teams, ensuring comprehensive validation of business requirements and consistent SLA compliance.
• Acted as the primary liaison for Mergers and Acquisitions, Product Development, and Finance, driving alignment on tooling initiatives and enhancing cross-department collaboration.
• Managed the administration of Jira and Confluence, optimizing configuration and performance to improve user satisfaction and operational efficiency by 30%.