Program Manager at Google with over 15 years of experience in IT Service Management (ITSM). Holding SDI, ITIL4, and PRINCE2 Agile certifications, my expertise lies in leading programs that optimize IT service delivery. I have a proven track record of ensuring high Service Level Agreement (SLA) compliance and successfully reducing incident volume. I am passionate about empowering users and the business by delivering efficient and impactful IT support solutions.