Carolyn Willis

• Ensured regulatory compliance and timely closure of MRAs ahead of schedule, encompassing all three lines of defense, by implementing robust internal control systems and proactive monitoring mechanisms.
• Collaborated with cross-functional teams in Enterprise Functions to strengthen third-party risk policies and enhance overall cybersecurity posture.
• Provided oversight in each RCSA assessment and audits of third-party vendors across Finance, ServiceNow, Risk, and Legal, resulting in a 30% increase in compliance with security standards. Developed and implemented risk management frameworks utilizing COSO and NIST, reducing potential third-party risks by 25%.
• Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
• Cultivated strong relationships with key stakeholders, including customers, vendors, and regulators, to promote collaboration and long-term success. Proven success demonstrated in audit achievements and timely MRA closure through strategic relationship building and the application of risk mitigating measures.
• Conducts assessments through the Risk and Control Self Assessment (RCSA) process, Monitored key business risks and established risk management procedures and controls.
• Formulated and executed strategic initiatives to improve product offerings.

• Served as the Regulatory Liaison for all regulatory interfaces. manageing relationships and acting as the point of contract for all technolgy related regulatory internal and external audit matters to drive Compliance. Successfully managed to zero IT MRI’s and MRA’s.
• Directed the IT Risk Team encompassing Third-Party Risk, IT ServiceManagment, IT Policies, Standards and Procedures, Exceptions and governance framework.
• Collaborated with Internal Audit, and FRB Regulatory Agencies and consulting partners to control and monitor “triple constraints” – of time, cost and quality in managing compliance requirements.
• Developed Compliance Programs and Framework for an ITIL and COBIT aligned organization.
• Modeled a “Risk Based Approach” by intersecting probability and impact, in cdealing with Regulators, Internal Audit, and SOX when conducting business towards issue resolution.
• Oversaw the developement, delivery and maintenance of the ServiceNow tool suite including Change, Release, Problem, Incident and Asset Management, Service request delivery and the Confliguration Management Data Base in support of of Western Alliance Bank.
• Provided Monthly IT reporting to the board or directors and the Technology Steering Committee.
  Acted as the interface point for the technology risk and compliance communication, delivering risk and compliance briefings to the CIO and their staff
• Implemented advanced data analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.

• Operational Readiness & Vendor Relationship Management - ensured robust, uninterrupted IT operations by proactively managing risks and strategically overseeing vendor partnerships by continuously monitoring IT infrastructure to detect and mitigate potential issues. Implemented a structured process for vendor selection, performance evaluation and ongoing oversight.
• Implementation of ITIL Methodologies & Key Processes - Standardized IT operations using industry best practices for efficiency and rapid response. Core Processes: Monitoring, Incident Management, Change Management, Release Management and Problem Management
• Strengthened Internal Controls & Compliance Assurance - Enhanced governance and ensure adherence to regulatory and industry standards. Implemented robust internal controls, with periodic audits and targeted risk assessments. aligned with current regulatory requirements and industry best practices fostering a culture of continuous improvement.

This structured plan not only sets a clear roadmap for maintaining operational readiness and managing vendor relationships but also ensures that IT operations are resilient, compliant, and aligned with global best practices.

• Leadership & Team Productivity: Provided strong leadership to enhance team productivity and morale.
• Cost Optimization & Efficiency:Reduced expenses and optimized resource allocation, significantly enhancing project management efficiency.
• Operational Excellence: Developed and implemented robust operational standards, policies, and procedures.
• Cross-Functional Collaboration: Directed cross-organizational stakeholder management and oversaw planning, tracking, analysis, remediation, and implementation activities using SCRUM and ITIL methodologies throughout the SDLC.
• Financial & Strategic: Leveraged financial expertise to guide stakeholder management and achieve key business objectives.
• Program & Policy Initiatives: Set strategic program initiatives and directives in compliance with CICAT and MRA requirements.
• IT Service Management Leadership: Managed all areas of IT Service Management (ITSM) and ServiceNow, ensuring optimized service delivery.
• Product Innovation & Profitability: As a Product Manager, drove increased profitability by developing cutting-edge, customer-centric strategies based on industry expertise.

Strengths: strategic leadership, operational improvements, and cross-functional expertise while showcasing profitability and innovation.

• Spearheaded a successful digital transformation project that modernized operational workflows while maintaining budget limits.
• Enhanced system efficiency by streamlining IT processes and implementing automated solutions.
• Managed vendor relationships to negotiate contracts, secure cost-effective services, and maintain high-quality support for the organization.
• Boosted customer satisfaction by overseeing responsive IT help desk operations and timely issue resolution.
• Liaised with other departments to minimize network interruptions and possible downtimes.
• Oversaw hardware and software procurement, ensuring the acquisition of reliable technologies that met organizational needs.
• Reduced downtime and increased productivity through proactive infrastructure maintenance and upgrades.
• Led a team of IT professionals in the successful execution of major projects, resulting in improved business operations.
• Implemented and maintained technology and software budget.
• Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
• Conducted meticulous risk assessments to identify potential vulnerabilities in existing systems architecture before addressing them proactively.
• Developed and implemented IT policies and procedures, ensuring compliance with industry standards and best practices.
• Coordinated cross-functional teams in the development and launch of new technology initiatives, fostering collaboration across departments.
• Guided organizational technology strategy and roadmaps.
• Fostered a culture of continuous improvement by regularly reviewing and refining internal processes, resulting in ongoing operational enhancements.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Team and implemented measures and procedures to protect IT systems from cyber threats and data breaches.