Results-driven Service Delivery Lead with 9 years in enterprise IT operations, specializing in SLA governance, incident & escalation management, and cross-functional team leadership. Currently directing service delivery for enterprise accounts at Unisys, leading a 40+ member Field Engineer team across multiple locations and consistently meeting SLA and operational KPI targets. Recognized for resolving high-severity incidents under pressure, strengthening stakeholder relationships, and driving continuous improvement using ServiceNow and Salesforce, with ITIL 4 Foundation in progress.
