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Work Background
ABBYYDirector of Enterprise PMO
Jul. 2024Austin, Texas Metropolitan Area• Set strategic direction for enterprise PMO and business operations, aligning high-priority programs with financial targets and company OKRs.
• Led cross-functional delivery of transformational initiatives, streamlining execution across product, engineering, finance, and HR.
• Established governance models and reporting dashboards for real-time portfolio visibility, milestone tracking, and executive decision support.
• Partnered with leadership to evaluate and deploy new technologies that enhanced operational capability and performance tracking.
• Successfully led setup of India operations hub, overseeing legal, financial, and operational components to support global scale-up.
• Acted as key operational advisor to executive team, balancing risk, resource allocation, and execution timelines.
OutSystemsPrincipal Program Manager - Head of R&D Business Operations
Jun. 2022 - Oct. 2023Austin, Texas• Directed cross-functional business operations, improving alignment between GTM, Finance, and Product Ops in a high-growth SaaS environment.
• Built and led operational programs to optimize headcount planning, budget utilization, and resource deployment across teams.
• Developed and deployed a FinOps strategy to control and forecast multi-cloud infrastructure costs (AWS/Azure), increasing financial visibility.
• Created scalable data governance models and automated executive dashboards that integrated with planning and performance tools.
• Led change management initiatives to streamline hiring processes, onboarding flows, and departmental collaboration.
• Partnered with senior leadership to operationalize quarterly goals, translating strategy into scalable, trackable action plans.
AppleAppleCare Services Program Manager
Mar. 2018 - Jun. 2022Austin, Texas• Managed a multi-million-dollar global program portfolio that supported AppleCare Services’ growth from $250M to $900M ARR.
• Designed and implemented PMO-style governance for initiative intake, prioritization, status tracking, and executive reporting.
• Built scalable cross-functional workflows across legal, support, product, and finance to accelerate program delivery and compliance.
• Created capacity and workforce planning models that informed hiring and resourcing decisions.
• Introduced a data-centric approach to performance measurement using OKRs, KPIs, and executive dashboards.
• Served as the connective tissue between senior leadership and delivery teams, translating high-level strategy into execution plans.
AppleEMEIA Logistics PMO
Jun. 2015 - Mar. 2018Cork, County Cork, Ireland• Led logistics transformation programs in response to complex EU regulatory changes, building agile and compliant supply chain models.
• Delivered €250K+ in annual savings through cost modeling, lean repair strategies, and vendor optimization.
• Coordinated across global logistics, legal, and IT to improve customs compliance, partner accountability, and turnaround time.
• Applied lean and Six Sigma principles to reduce bottlenecks and increase throughput across repair centers.
• Developed operational playbooks and training frameworks that scaled across international service hubs.
Dell TechnologiesPrincipal Program Manager, Global Business Services, EMC
Apr. 2010 - May. 2015Cork• Led large-scale global transformation programs including shared services implementation, offshoring initiatives, and M&A integration.
• Established pre-sales shared service operations, increasing speed to quote by 20% and reducing operating expenses.
• Delivered enterprise cost reduction programs in alignment with finance and HR, improving delivery consistency and financial transparency.
• Collaborated with senior executives to design governance structures for cross-border program delivery.
• Created business cases and ROI models for large-scale changes in infrastructure, systems, and operating model redesign.
Dell TechnologiesService Desk Manager\Project Manager, Remote Managed Services, EMEA
May. 2008 - Apr. 2010Cork, County Cork, Ireland• Managed Tier 1 and Tier 2 support operations for global enterprise clients, maintaining SLA and uptime standards.
• Introduced ticket triage and escalation frameworks that improved resolution speed and reduced backlog.
• Developed structured knowledge bases to enable better root cause analysis and frontline resolution.
• Led process standardization across support functions, resulting in measurable improvements in customer satisfaction and cost per incident.
DCM GroupNetwork Engineering Manager
Sep. 2006 - Oct. 2007Dublin, County Dublin, Ireland• Led end-to-end delivery of large-scale IT and networking infrastructure installations for hotel clients, from planning through post-deployment support.
• Managed cross-functional project teams, ensuring all implementations met customer requirements, adhered to timelines, and complied with service-level agreements.
• Oversaw the structuring of long-term maintenance and support contracts, enabling scalable client service operations and sustainable post-installation support.
• Acted as the primary interface between clients and technical teams, maintaining accountability for quality, timeline, and issue resolution.
AIBNetwork Manager
Jan. 2005 - Jan. 2006Dublin, County Dublin, Ireland• Directed the rollout of a nationwide telecommunications upgrade for ATM infrastructure at offsite locations—ensuring system uptime, revenue continuity, and regulatory compliance.
• Managed network availability and incident response across more than 400 WAN and 30 LAN locations, including root cause analysis and proactive remediation.
• Developed contingency planning and escalation workflows to reduce service disruptions and ensure resilience of customer-facing systems.
• Coordinated with internal business units and external vendors to ensure program alignment with income-generation channels.
Mercer Human Resource ConsultingService Desk Manager
Aug. 2004 - Jul. 2005Dublin• Led a distributed service desk team supporting over 500 internal users across two locations, ensuring timely issue resolution and high user satisfaction.
• Implemented data-driven problem management by analyzing incident trends from ticketing systems and proactively addressing root causes.
• Served as escalation point for high-impact technical issues, coordinating with infrastructure and applications teams to ensure service continuity.
• Championed improvements in end-user support workflows, enhancing response time and reducing repeat incidents.
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