PM/PO, Amers Regional Manager for ITSM

Managed the IT Change Management team for the US and the Americas, including the regional team (direct reports), overseeing global operations and process engineering, based on ITIL best practices. Responsibilities included global project management duties for process and tool improvements (teams based in Poland, India, and Argentina), controlling high-risk implementations, managing the strategic change/release planning calendar and Change Advisory Board (CAB), assist in critical situations (post mortem and support during critical incidents, help and facilitate decision making discussions during these and significant changes), training other teams, hiring, coaching and developing our staff.

Acted as the Product Owner for ITSM-Change and Release applications, responsible for implementing enhancements for the apps and integrations with others, such as the incident, problem, CMDB, and request fulfillment systems. This included automating functions and manual steps, designing roadmaps and user story maps, coordinating UAT and transition to production, and overseeing acceptance. The team utilized SAFe as the platform-wide Agile framework.

Served as People Coordinator, responsible for the well-being of a group of 15 people, providing coaching, mentoring, and career development support. Provided support in interviews and the hiring process for other managers.