Results-oriented, customer-focused Information Technology Service Support and Delivery Manager with over seven years experience developing and managing IT services in both Europe and USA in a dynamic Fortune 50 pharmaceutical company. Regarded by both customers and vendors for operational expertise, communications, and diverse relationship management. IT Support and Service Management Incident and Problem Management Program Management Change and Release Management Resource and Financial Management Process Development and Management Customer Relationship Management PROFESSIONAL EXPERIENCE: Confidential,1993-2009 Research & Development (R& D) Informatics, Groton, CT Senior Manager Problem Management 2006-2009 Founding manager of global R& D’s production application Problem Management services. Responsible for driving problem root cause diagnosis of business critical applications that service drug discovery and development processes of 12,000 R& D scientists worldwide. Exceeded customer’s 95% Satisfaction Service Level Objective through design / implementation of service framework processes and work instructions to enabled coordinated collaboration of service providers’ problem investigators / subject matter experts. Restored over $4M of annual, global lost productivity, receiving Pfizer Achievement Award in first year, and completing 39 business-critical application problem investigations by end of second year. In partnership with Hewlett Packard (HP) co-designed standard pan-Pfizer Problem Management process, with audit-ready process workflows, work instructions and reports implemented in HP Service Center tailored for audit-conscious, regulated organization. Additional responsibility of managing application service restoration ‘red’ teams during global business-critical incidents, prioritizing resolution efforts and delivering clear, concise and timely communications to stakeholders. Implemented Problem Management Microsoft SharePoint process workflows to systematically record and surface R& D problem investigation data that drive service improvement recommendations through Application Life-cycle Management process, to reduced operational costs against a $13M sustain budget. Confidential,Sandwich, UK Manager - IT Production Control 2004-2006 Regional program manager aligning global IT infrastructure initiatives with local IT projects to manage business risk and impact, in alignment with global strategic imperatives to minimize operating costs, accountable to European leadership, whilst leveraging the underpinnings of Change and Release Management services. Coordinated project managers and cross-functional IT group partnerships to manage change to 4,500+ R& D scientific community located across Europe. Change Manager on IT Change Advisory Board (CAB) representing R& D Division for systematic alignment of planned infrastructure changes with business risk profiles, successfully reducing IT change risk to drug projects to 0%. Partnered with regulated or safety-conscious business groups to assure Good Laboratory and Manufacturing Process (GLP / GMP) audit readiness through execution of business-owned change procedures to meet 100% audit requirements. Member of global Release Management process design team and regional manager for novel risk-based application change / release process. This qualified process facilitated meeting corporate operating system and anti-virus patch / update release requirements for 12,000 global desktop workstations. Accountable for design and implementation of One-PC-Per-Person policy, integrated into PC Fulfillment process to reduce asset inventory and depreciation costs by 35% against a $3.5M budget; adopted pan-R& D as a global standard. Project Manager Confidential, 2003-2004 Responsible for design, implementation and adoption of European standard, Oracle Financial Suite Project Accounting-based workflow and reporting for use by Pfizer Europe drug sales markets, in alignment with global strategic imperatives to centralize financial operations to reduce operating costs, accountable to Europe/Canada Finance leadership. Developed initial baseline accounting framework against which 13 European-country finance directors and stakeholders could review, debate and agree details of desired standard Advertising and Promotions accounting and reporting requirements. Successfully secured agreement across the markets of the accounting and reporting details through chairing international meetings and design workshops. Managed initial phased market adoption through managing Dublin, Ireland-based multi-partner project team (Pfizer / Accenture / Oracle), from design through to system integration, User Acceptance Testing (UAT), training and support. Customer Engagement Manager Confidential,2001-2003 Servicing the IT portfolio needs of the numerous Intellectual Property-related business lines, at UK R& D site. Business lines included Intellectual Property, Legal, Patents, Strategic Alliances, Science Policy, Strategic Management Group, Licensing, Market Assessment and Pfizer Research University. Responsible for translating business needs into technology solutions, and engaging and coordinating various IT services for delivery. Confidential,Groton, CT Customer Engagement Manager Core Technology Services 1998-2001 A one-stop-shop IT facilitator/liaison operating at the interface between Corporate IT (CIT), R& D Discovery IT and Information Sciences customers. Offered Help Desk, Training, Desktop Engineering, Network, Server, Database, Intranet, and Data Center services. Role included global coordination and facilitation, project management, technical consulting and Incident and Problem Management. Responsible for assuring the qualified status and stability of Microsoft Windows PC desktop and laboratory infrastructure for 5,000 R& D scientists. Confidential,Sandwich, UK Team Lead R& D PC Support Group 1993-1998 Team lead of IBM PC, Apple Mac and Sun Workstation support teams, servicing the needs of 3,500 office and laboratory customers located across 13 European and Middle-Eastern locations/languages. Initial career as office desktop, laboratory benchtop and DEC Pathworks, VAX/VMS and Windows NT server first-level support, progressing to third-level support, then R& D PC support team lead. Confidential,London, UK 1982-1986 Financial Application Developer Application development team lead for in-house, multi-user, finance / account applications. DEC Basic-11 and Macro-11 on Micro PDP-11 with Commercial Instruction Set running RSX/11M Plus with Datatrieve-11 database querying and report writing. Confidential,London, UK 1978-1982 Microprocessor Development Engineer Developed real-time macro assembler, multi-threaded industrial and commercial microprocessor-based monitoring and control systems. Intel and Motorola processor-based hardware. EDUCATION: Ph.D. Computer Science (Operating Systems) B.Sc. Aeronautics and Avionics CERTIFICATIONS: ITIL v2 and v3 Foundation Certification Accelerated Implementation Methodology (AIM) Certification PRINCE and PMI Project Management Awareness Certificates AMA Fundamentals of Finance and Accounting for Non-financial Managers Various Microsoft and other Certifications