16+ years of total experience. Oversees and conducts all aspects of IT Support Operations and Endpoint Infrastructure operations including IT Procurement, Asset Management and Process Management, Order management in Telecom/ISP, Vendor Management, AMC Management and OLA/SLA Management. 11+ years of Service Delivery and Vendor management, IT Support Operation, Procurement management and Process management experience. Ensures timely, accurate, and complete assistance to Service Now employees in the areas of Computer support, desktop applications, printers, and mobile devices according to set Service Level Agreements and IT procedures. Assist in financial analysis and future planning. Develops and manages budgets associated with the IT Support Services Operations and Endpoint Infrastructure projects. Ensures comprehensive management of Service Now technology assets, ensuring maximum value from expenditures, licensing compliance and refresh cycles Development of local and regional teams to be able to provide L2 consultation and value add services to the business. Execute vision and goal for the team or department. Admits and take ownership for mistake.