perryjl

Lead global IT service delivery and operational governance for enterprise infrastructure, cloud platforms, and mission-critical financial systems. Provide strategic advisory to executive leadership, optimize SLA/KPI performance, enforce ITIL-aligned processes, and ensure regulatory compliance in a 24/7, always-on environment. Key Achievements: • Directed major incident response for high-severity outages, coordinating cross-regional teams and vendors to restore services, reducing business impact and improving system availability. • Managed SLA/OLA compliance and vendor performance for global services, increasing SLA adherence and operational reliability across multiple regions. • Developed executive dashboards and KPI reporting, providing leadership with actionable insights on operational risk, service trends, and vendor accountability. • Strengthened disaster recovery and business continuity readiness, including hybrid infrastructure failover testing, ensuring mission-critical system availability. • Championed continuous service improvement (CSI) initiatives, optimizing workflows, vendor accountability, and cross-team operational efficiency. • Advised leadership on operational risk and strategic service improvements, supporting cloud adoption initiatives across AWS, Azure, and GCP. • Mentored and developed IT service teams across regions, fostering accountability, governance discipline, and high-performance culture.

Directed enterprise IT service delivery and operational governance for 24/7 high-availability systems, managing vendors, SLA/KPI performance, and service transitions for mission-critical platforms. Key Achievements: • Oversaw global SLA/KPI performance across cloud and enterprise systems using ServiceNow, BMC Helix/Remedy, and Jira Service Management, ensuring high service reliability for customer-facing platforms. • Led service transition and change management initiatives, achieving operational readiness with zero critical post-deployment outages. • Partnered with cross-functional teams to implement continuous service improvement (CSI) programs, reducing repeat incidents and optimizing workflows. • Conducted vendor performance oversight, strengthening SLA adherence and contract accountability. • Managed hybrid and multi-cloud operations (AWS, Azure, GCP), improving system availability and resilience across enterprise and customer-facing platforms. • Developed reporting frameworks delivering performance insights and operational risk metrics to senior leadership. • Supported regulatory compliance initiatives, ensuring IT operations aligned with internal controls and audit requirements.

Managed enterprise IT service delivery and operational stability for high-availability systems, ensuring SLA adherence, ITIL-aligned governance, and regulatory compliance across financial and customer platforms. Key Achievements: • Maintained service performance monitoring and SLA compliance, ensuring uninterrupted operations for mission-critical systems. • Coordinated major incident response and root cause analysis, reducing repeat incidents and improving system reliability. • Assisted in disaster recovery and business continuity planning, including hybrid infrastructure failover testing. • Developed operational dashboards providing leadership with insights into system performance, SLA adherence, and vendor accountability. • Supported cloud and hybrid infrastructure adoption, improving operational resilience and system uptime. • Partnered with third-party vendors to improve service quality, enforce SLAs, and increase operational transparency. • Participated in continuous improvement programs, refining escalation workflows, reporting processes, and operational governance.