- Lead enterprise integration and managed services for strategic Fortune 500 customers across supply chain, logistics, warehouse management, and ERP environments.
- Serve as the primary customer contact for complex integration initiatives, ensuring high customer satisfaction and successful service delivery.
- Manage customer onboarding, implementation projects, production support, and ongoing service operations.
- Lead global cross-functional teams, including direct reports, offshore resources, and third-party vendors.
- Drive incident, problem, change, release, and escalation management processes while ensuring adherence to SLAs and operational KPIs.
- Partner with engineering, operations, infrastructure, and business stakeholders to deliver high-quality integration solutions.
- Oversee vendor relationships, resource planning, and operational governance.
- Lead executive business reviews, customer communications, and service improvement initiatives.
- Drive modernization of legacy integration platforms to IBM Sterling B2B Integrator.
- Implement automation and process improvements to increase operational efficiency and reduce onboarding timelines.
- Standardize customer onboarding frameworks and integration methodologies to improve consistency and customer experience.
- Support mission-critical enterprise integration environments processing over 20,000 business transactions per day.
- Mentor and develop technical teams while fostering a culture of continuous improvement and operational excellence.