• Lead continuous service evaluation and improvement initiatives, collaborating with stakeholders to identify and remediate service line and technology issues. • Own and drive service improvement plans, managing timelines, deliverables, resource allocation, change management, and stakeholder engagement. • Work cross-functionally to manage risk and troubleshoot within complex infrastructures, maintaining command over major incidents affecting core service lines. • Ensure compliance with regulatory requirements such as SOX and GxP by maintaining thorough documentation, including runbooks, policies, and procedures. • Develop and manage talent within your team, fostering a culture of success and growth. • Implement lasting solutions and services for multiple stakeholders, demonstrating a proven track record of customer success outside traditional IT and Cyber organizations.