2026-Present
Program Manager
Zensar Technologies
Leading workplace services for a municipal public-sector client, spanning service operations, endpoint platforms, risk, resilience, and transformation.
Experience & perspective
Over two decades inside technology services.
I began in technical support and infrastructure engineering and went on to lead global delivery. I have helped recover engagements across multiple industries and technology domains, including Data Center, End User/Workplace Services, Cybersecurity and AI.
The record
What I have been accountable for.
- Years in technology services
- 23+From infrastructure engineering to global delivery leadership
- Professionals led
- 800+Global delivery teams
- Service-delivery portfolio led
- $125M+A client services portfolio, not investment capital
- Margin turnaround
- 48ptFrom -16% to +32%
- Endpoints supported
- 30K+Across data center, cloud and end-user services
Selected responsibilities and results from roles within global technology services organizations.
What the roles have involved
The disciplines an IT services business runs on.
- 01
Commercial performance
P&L leadership, margin recovery, pricing, scope control and operating discipline.
- 02
Service delivery
Data center, cloud, end-user computing and service desk operations at global scale.
- 03
People and leadership
Building and retaining teams, and developing the managers who lead them.
- 04
AI and transformation
AI governance, workforce planning, automation and practical service redesign.
Journey
From infrastructure engineering to delivery leadership.
2025-2026
Vice President, Technology & Talent Solutions
HiEd Success
AI-driven workforce planning, generative-AI governance, research, and the Sentient Service Desk framework.
2018-2024
Global IT Service Delivery Director
HCL Tech
Led 800+ professionals and a $125M+ portfolio across data center, cloud, and end-user computing services.
2003-2018
Technology & Service Delivery Leadership
NTT DATA · HCL · CSC · IBM · HP · CONVERGYS (MICROSOFT)
Progressed from advanced technical support and infrastructure engineering to global service delivery leadership.
Books
Three books on technology and the people who run it.
2025
AI IN IT
A forward-looking examination of how AI will reshape enterprise infrastructure, cloud operations, and service delivery over the next five years. It connects adoption with governance, workforce readiness, and accountable executive leadership.
2025
Outsourcing, Out-of-Scope, and Out-of-Patience
A practical leadership guide to controlling scope, strengthening vendor accountability, and recovering troubled service engagements. It shows how clearer expectations and disciplined governance can rebuild operational trust.
2018
The 4-Hour Excel Guide
A focused productivity guide for busy professionals who want to complete everyday Excel tasks faster and with greater confidence. It turns essential techniques into a practical, time-conscious routine.
Research
The Sentient Service Desk
An AI-Native Framework
A proactive operating model that moves IT support beyond reactive ticket resolution toward intelligent experience curation.
- Generative-AI governance
- Intelligent operations
- AI-driven workforce planning
Credentials
Grounded in engineering, service and research.
- IEEE Senior Member
- ITIL Certified
- Doctor of Business Administration (DBA), specialization in Artificial Intelligence - in progress
- Master of Science in Information Technology - in progress
- Bachelor of Engineering in Computer Science
- Three-time published author
Operating principles
Principles I live by.
- It is always a NO until you ask.
- Character is everything. Money can be recovered; character, once lost, cannot.
- Action comes first. Motivation follows.
- Nothing beats persistent effort.
- No question is a stupid question. Ask when you are in doubt. The people who ask are the ones who learn and grow.
Continue the conversation
Good conversations begin with a different perspective.
For a conversation about technology, research, writing or shared interests, get in touch.