Nicole Tierney
Powder Springs,GA
Summary
Dynamic Service Delivery Lead at Stryker, Inc., adept at driving enterprise IT transformation and enhancing service performance. Expert in ERP platforms like SAP Ariba and Oracle NetSuite, I championed initiatives that improved user satisfaction, achieved business goals, and operational efficiency. Strong communicator and problem-solver, Designed and implemented executive dashboards that supported informed strategic choices and improved service efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Delivery Lead, SAP Ariba
Stryker, Inc.
01.2019 - Current
- Directed enterprise-level service delivery for global procurement and ERP platforms impacting 1,000+ users across multiple regions.
- Led end-to-end system implementations, customizations, and upgrades — including Celigo middleware integration — to enhance automation, data accuracy, and scalability.
- Orchestrated post-acquisition platform migration, ensuring operational continuity and alignment of IT systems with corporate strategy.
- Championed enterprise transformation initiatives including ERP decommissioning, procurement modernization, and integration of WMS and SuiteCommerce platforms.
- Partnered with C-Suite executives and department leaders to define requirements and priorities, ensuring alignment of IT services with business objectives.
- Developed and delivered executive-ready dashboards, service scorecards, and KPI reporting to communicate performance, identify risks, and demonstrate IT value.
- Presented system design options and configuration strategies to senior leadership, influencing technology investment decisions.
- Directed service performance improvements by designing and implementing KPI frameworks, executive dashboards, and data-driven analysis that reduced incident resolution times and improved user experience.
- Authored SOPs, training guides, and compliance documentation; promoted adoption through targeted training, stakeholder communication, and change management initiatives.
- Collaborated with IT and Security teams to strengthen user access governance, enforce financial and operational controls, and safeguard sensitive business data.
- Refined ticket handling processes, established escalation pathways, and developed team capabilities to drive operational efficiency and elevate customer satisfaction.
IT Project Manager/Level II Support
Moss & Associates
01.2015 - 11.2018
- Reported IT service performance and project outcomes to steering committees and C-level executives, ensuring transparency of value delivery and alignment with enterprise priorities.
- Managed consultants and vendors, ensuring that contracted tasks and project deadlines aligned with the goals of Finance, Operations, and IT teams.
- Provided Level II support via the ServiceDesk Plus ticketing system, resolving day-to-day IT issues across the organization.
- Collaborated with stakeholders in Operations, Finance, and Supply Chain to improve service delivery and user satisfaction.
- Managed various ISPs and Vendors to facilitate various connections to Mobile Offices and HQ.
- Contract Negotiation.
Education
MBA - Management of Technology
Georgia Institute of Technology
Atlanta, GA12.2025
Bachelor’s in Science - Information Technology, Cybersecurity
Nova Southeastern University
Fort Lauderdale, FL05.2024
Associate in Arts -
Broward College
Fort Lauderdale, FL07.2014
Skills
- Enterprise IT Service Delivery & Transformation
- Service Performance
- SLAs
- KPI Dashboards
- Executive Stakeholder Engagement
- Communication
- ITIL
- ServiceNow
- Jira
- Continuous Service Improvement
- ERP
- Procurement Platforms
- SAP Ariba
- NetSuite
- Governance
- Risk
- Compliance
- Change Management
- Organizational Adoption
- ERP Administration
- Product Management
- Manufacturing Industry
- Windchill PLM
- MongoDB
- Atlassian Suite
- Confluence
- Atlas Projects
- MS Tools
- Azure
- Active Directory
- DevOps
- VMWare
- Network Infrastructure
- SQL
- JavaScript
- Python
- Acronis Snap Deploy 5
- Project management
- Data analysis
- Cybersecurity awareness
- IT service delivery
- Stakeholder communication
- Team collaboration
- Process improvement
- Technical documentation
- Change management
- ITIL framework
- Customer satisfaction
- Escalation management
- SLA management
- Service delivery optimization
- Incident management
- Operational efficiency
- Workflow planning
- Service quality standards
- Vendor relationships
- Service provider sourcing
- Performance evaluations
- Critical thinking
- Problem-solving aptitude
- Interpersonal skills
- Crisis management
- Personnel needs assessments
- Business needs identification
- Decision-making
- Vendor management
- Hiring and terminations
- Work Planning and Prioritization
Certification
Lean Six Sigma Black Belt
Projects
NetSuite ERP Implementation NetSuite ERP Decommission SuiteCommerce Implementation WMS Implementation Bill.com Decommission Ramp Implementation (NetSuite Integration) Descartes Implementation and Integration into NetSuite Ariba Guided Sourcing Implementation Ariba Auction Workflow Implementation MBA Project – ImpacFat US Market Entry Analysis and Pitch Deck MBA Project – AeroRevive: monetization strategy for technology developed at GT Model View Controller & External DB link w/ Authentication – BS Info. Systems Project
Volunteer Experience
Junior League of Atlanta, Atlanta, GA, Atlanta Botanical Gardens, 01/2023
Technical Experience
- ERP Administration and Product Management in Manufacturing Industry
- SAP Ariba (Procurement/Spend Management)
- Oracle NetSuite (ERP)
- Windchill PLM
- MongoDB (web services & systems MVC)
- Atlassian Suite – Jira, Confluence, Atlas Projects
- ServiceNow
- MS Tools: Azure, Active Directory, & DevOps
- VMWare - Virtual Machines
- Network Infrastructure
- SQL (Exposure to Database Administration & Query Execution)
- JavaScript (Exposure to functions via HTML Project)
- Python (BS Info. Systems)
- Acronis Snap Deploy 5 – Computer Imaging Software
Languages
English
Native/ Bilingual
Spanish
Full Professional
French
Elementary
Affiliations
Volunteer, Junior League of Atlanta, Atlanta Botanical Gardens (2023-Present)
Timeline
Service Delivery Lead, SAP Ariba
Stryker, Inc.
01.2019 - Current
IT Project Manager/Level II Support
Moss & Associates
01.2015 - 11.2018
MBA - Management of Technology
Georgia Institute of Technology
Bachelor’s in Science - Information Technology, Cybersecurity
Nova Southeastern University
Associate in Arts -
Broward College