Chris Liden

- Manage a global team of 40+ professionals representing over 17 nationalities, overseeing digital projects, vendor management, and global infrastructure services.

- Drive data management best practices, ensuring high-quality governance, security, and scalability across multiple regions.

- Oversee the adoption of global standards, processes, and policies within IT Asset Management (ITAM) and Service Integration and Management (SIAM), delivering cost optimization and improved service delivery.

- Manage service management processes, providing end-to-end global IT support, including onsite premium support different business units, GBS, IT Hub to ensure uninterrupted service for critical operations.

- Lead Software Development Lifecycle (SDLC) initiatives, ensuring robust governance and support for application management across the business.

- Oversee large-scale change management initiatives with a strong focus on end-user adoption, leading communications campaigns to promote employee experience and ensure successful transitions.

- Develop and execute targeted communication strategies to enhance transparency, promote new technologies, and increase awareness of digital tools for employees

-Developing and executing a comprehensive org chart to deliver services including End User Computing, Identity, Delivery of IT Support and Workplace aligned with business goals of a standardized and centralized modus based on simplification;

- employee top-notch technical support and troubleshooting services to enhance UX following a remote, onsite & dispatch structure including implementation of Service Now, ITSM best practices for ticket management, governance and control via global help desk 1st,2nd,3rs lvls of support, self service portals, AI chat assistance;

-Identity & Access Management to safeguard user data, devices, patching, including application management to oversee the deployment and management to meet user needs- Okta, Active Directory, SCCM, Azure, Intune MDM, M365 suite (Teams, Sharepoint, One Drive)

-Creation of Policies and definitions to enforce IT policies and ensure compliance with industry regulations;

-Performance Optimization monitoring of KPIs, SLAs(FCR,ASA,AHT) to optimize EUC for efficiency and reliability along with XLAs to drive UX promoting NPS and CSAT surveys- Quality and Monitoring reviews with Service Now dashboards, Power BI for analytics;

-User Experience Improvement initiatives driving global adoption campaigns with communication, tips and tricks, training for collaboration and co-creation supporting market best practices for new ways of working and balance life -wellbeing practices;

- Vendor Management, Procurement: managing global contracts collaborating with vendors to ensure services, hardware and software solutions meet business requirements following market best practices; including procurement and device provisioning, maintenance, upgrades, replacement, onboarding, transfer and offboarding until disposal;

-Member of Technology Platform & Engineering team at PMI, responsible for the Digital area within Latin America, Caribbean and North America.

-Supporting +25k users moving into digital collaboration, apps cloud migration and technology tools as the way of the future working either remote, hybrid or in-office;
-Deploying, supporting products, standards, promoting centralization of processes, global initiatives and people humanization practices,
-Supporting markets and local nuances adhering PMI IT PBO practices and smoke-free products environment - coaches, stores;
- Vendor Management;

• Responsible for Digital Platform employee experience in Brazil supporting +3k users at Philip Morris Brazil.

• Responsible for the Implementation of the Digital Workplace program in Latin America, Canada and US enabling employees to work from anywhere through the usage of Microsoft 0365 tools.

-Responsible for all DO&P(Business Process Outsourcing) Portfolio delivered from Brazil.

- Directing and managing operations along with supporting functions - Human Resources, Talent Acquisition, Training & Transformation, Finance, Quality along with working closely with sales and pre sales to close new business and support on acquisitions;

- Administration of a leadership team responsible for oversight of +700 FTEs across functions and operations delivering services for several market segments - Financial, Healthcare, Retail,Hospitality, Travel,Telecom

- Provide support and guidance to delivery/ops managers, leads;

-Driving initiatives and campaigns to improve on PWD, Ethnicity, Diversity recruitment;

- Demonstrating thought leadership and lessons learnt from previous role as appropriate to ensure successful delivery of contracted services levels ; Continuous Improvements /BVM initiatives and KPIs monitoring > ASA, AHT,Abandon rates, Voice Avaya support, Attrition rates, CSAT/DSAT/NPS

- Leveraging business acumen, management experience, change management skills and domain expertise to provide strategic and tactical support to service delivery operations of Business Process Services/Business Units

• Managing teams of Project Management, Network Interface Validation (NIV) Testing, Global Customer Support, Contact Center, Service Desk, Procurement, O2C.

• Responsible for planning, designing and implementing an overall risk management process for Mortgage & RBWM Agriculture.

• Responsible for managing the risk pertaining to the various departments of the IT organisation- Global Technology centers including employees, customers, reputation and financial assets and interests of all stakeholders.

• Responsible for coordinating all internal sales, sales support, and service resources to align solution design with customers' business requirements enhancing CX.

• Leading First and Second level support teams during deployments of the new releases of the Global Service Desk software and product features of CA within APAC & EU.