Amy Tower
Worcester,MA
Summary
Customer focused, results driven, authentic leader with over 15 years of experience directly developing Technology strategy and leading large scale strategic programs that align with business objectives. Leveraging a blend of business and technology acumen, demonstrated achievements include direct leadership of complex transformational programs, enterprise application delivery and support, product management, as well as a strong track record of operational excellence. Highly focused on building and fostering meaningful relationships and developing shared objectives with partners and stakeholders to ensure mutual success and client satisfaction. Effective and passionate coach and advisor with proven success building and managing diverse high-performance teams.
Overview
26
26
years of professional experience
Work History
Vice President, Finance Transformation & Technology Enablement
S&P Global
01.2019 - 02.2024
- Led a global and diverse team of 100+ technical and business professionals, developing technology roadmaps and leading delivery of strategic programs aimed at facilitating revenue growth and operational efficiency for Finance, Commercial, and Operations teams across multiple distinct business divisions
- Scope included end to end responsibility for critical programs, including Transformational Program Management Organization (PMO), Product Management, Analytics & Automation, and Technology Delivery and Support
- Responsible for Vision, Roadmap and Delivery of S&P Global’s Order to Cash (OTC) transformation program - a multi-year, highly complex program, with an overarching goal to deliver an integrated, modern, best in class OTC experience for clients and employees
- Successfully launched first implementation of Salesforce Revenue Cloud, seamlessly transitioning $2B+ in annual revenue and 5K+ users to a new OTC platform
- Directly responsible for management of $60M+ project budget, including vendor relationship management and resource procurement
- Partner with Stakeholder Senior Leadership teams to align key programs to business priorities and objectives and ensure ability to meet stated goals, including communications and change management
- Formed a new Finance Analytics and Automation team focused on socializing progress against transformation initiatives via standard metrics and driving innovation through automation initiatives
- Partnered with Corporate Audit and Controllers to ensure regulatory compliance by implementing robust internal controls and automation.
Senior Director, Digital Technology Services - Order to Cash (OTC)
S&P Global
02.2019 - 03.2022
- Responsible for Order to Cash Platform stabilization and transformation, establishing metrics to quantify platform performance and identify opportunities for improvement, partnering with stakeholders to understand priorities and business objectives, and developing a technology roadmap to address both short term and long term needs
- Partnered with key business leaders to define platform stabilization requirements and develop a short term platform roadmap to deliver critical features and improvements and eliminate business impacts
- Leveraged long term strategic requirements and stakeholder feedback to complete a comprehensive vendor evaluation to select future OTC platform, select an implementation partner vendor, and to obtain Executive approval and funding to create the OTC Transformation Program
- Established KPIs to objectively measure and report on platform stability and effectiveness throughout the transformation
- Leveraged SAFe software development methodology best practices throughout all development cycles.
Director, Serviceability Engineering & SDS Infrastructure Test Labs
Dell Technologies (formerly EMC Corporation)
01.2015 - 12.2019
- Led a global team of 70+ highly technical resources, representing Dell EMC customers and the Global Support and Deployment Services organization as technical interlock with Engineering teams throughout the product development lifecycle
- Leveraging voice of customers, voice of services, as well as in-market data analysis, competitive information, and direct product interaction, Serviceability teams advocate for and validate delivery of adoption of Serviceability, or “ease of,” capabilities in product roadmaps, with the overarching objective of making Dell EMC products the easiest to live with, at the lowest cost, consistently across the portfolio
- Serviceability engineering innovations and initiatives resulted in cost of service savings of over $10mil in under 2 years, and consistent increases in customer satisfaction
- Actively leading a strategic business transformation initiative with Executive sponsorship to improve Serviceability of Dell EMC products consistently across the portfolio
- Established requirements management standards, governance model, tools, and measurements
- Partnered with customers and stakeholders to define a Serviceability Index, providing objectivity and aiding in prioritization of requirements
- Successfully transitioned team from vertical / product-aligned operating model to horizontal / function aligned shared service model, improving operational efficiency and consistency
- Implemented cross-training and resource sharing opportunities, enabling much needed career growth opportunities for highly experienced team
- Expanded use of Centers of Excellence to perform hands on validation and testing activities, increasing team capacity by 10%, and reduced labs equipment spending by $5mil within one year; operating consistently within or below budget.
Director, Product Management - Secure Remote Services
Dell Technologies (formerly EMC Corporation)
01.2014 - 12.2015
- Leader of the Secure Remote Services organization, with responsibility for Dell EMC’s Enterprise Connectivity strategy and mission critical infrastructure platform, enabling secure bidirectional M2M communication between Dell EMC and end user systems
- Responsible for developing SRS product roadmap based on user feedback, new and emerging technologies, and in alignment with the overall EMC product strategy
- Implemented Agile delivery methodology for SRS platform development.
Senior Manager, EMC Online Support
Dell Technologies (formerly EMC Corporation)
01.2009 - 12.2014
- Strategic leader and Product Owner responsible for prioritizing requirements and defining a roadmap for delivery of the EMC Next Generation Online Experience program: a multi-year, enterprise-wide initiative to redesign and rebuild the EMC Online Support website
- Primary focus for the new experience was to provide an intuitive, dynamic, personalized and social interface, allowing our customers the ability to self-service, increasing Customer Satisfaction while reducing Support costs through call deflection
- Implemented and leveraged Agile software development methodology.
Senior Program Manager, Mergers & Acquisitions Integration
Dell Technologies (formerly EMC Corporation)
01.2007 - 12.2009
Senior Program Manager, Remote Support Operations
Dell Technologies (formerly EMC Corporation)
01.2006 - 12.2007
Program Manager, Remote Support Operations
Dell Technologies (formerly EMC Corporation)
01.2000 - 12.2006
Customer Support Technician
Dell Technologies (formerly EMC Corporation)
01.1998 - 12.2000
Skills
- Customer Advocacy
- Executive Communications
- Cross-functional Collaboration
- People-First Leadership
- Technology Strategy & Delivery
- Innovation through Automation
- SAFe / Scaled Agile Methodology
- Data analysis & Metrics
- Operational Efficiency
- Financial / Budget Management
- Procurement
- Vendor relationships
Timeline
Senior Director, Digital Technology Services - Order to Cash (OTC)
S&P Global
02.2019 - 03.2022
Vice President, Finance Transformation & Technology Enablement
S&P Global
01.2019 - 02.2024
Director, Serviceability Engineering & SDS Infrastructure Test Labs
Dell Technologies (formerly EMC Corporation)
01.2015 - 12.2019
Director, Product Management - Secure Remote Services
Dell Technologies (formerly EMC Corporation)
01.2014 - 12.2015
Senior Manager, EMC Online Support
Dell Technologies (formerly EMC Corporation)
01.2009 - 12.2014
Senior Program Manager, Mergers & Acquisitions Integration
Dell Technologies (formerly EMC Corporation)
01.2007 - 12.2009
Senior Program Manager, Remote Support Operations
Dell Technologies (formerly EMC Corporation)
01.2006 - 12.2007
Program Manager, Remote Support Operations
Dell Technologies (formerly EMC Corporation)
01.2000 - 12.2006
Customer Support Technician
Dell Technologies (formerly EMC Corporation)
01.1998 - 12.2000
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