Ann Kenny

Senior IT Service Delivery and Technical Project Management professional with 15+ years of experience leading enterprise IT operations, VDI, cybersecurity, and client-facing service delivery initiatives across highly regulated industries including financial services, pharmaceuticals, healthcare, and manufacturing. Deep expertise in ITSM (ITIL v3/v4), ServiceNow, Jira, PMO establishment, software delivery governance, and executive-level reporting. Proven ability to manage complex client relationships, global delivery teams, and audit-sensitive environments while translating technical execution into measurable business outcomes.

• Led enterprise-scale Windows 7 to Windows 10 migrations across regulated financial services environments, supporting 5,000+ users and achieving >98% on-time deployment with no critical business interruptions.
• Managed end-to-end lifecycle management of VMware VDI and Citrix platforms supporting 8,000–12,000 virtual desktops, maintaining 99.9% service availability across financial services and life sciences organizations.
• Designed and implemented a demand and capacity management model using allocation, utilization, and fault-tolerance metrics, improving capacity forecasting accuracy by 30% and reducing capacity-related incidents by 25%.
• Directed initiatives to load balance and optimize VDI clusters, improving peak-time performance by 20% and increasing overall compute utilization efficiency by 15%.
• Established and operationalized change management and continuous service improvement frameworks, reducing change-related incidents by 35% and improving ServiceNow SLA compliance by 20%.
• Provided direct leadership to a team of five VDI engineers, increasing delivery throughput by 25% while maintaining SLA and compliance standards.
• Served as single point of contact for VDI performance, escalations, and enhancements, reducing mean time to resolution (MTTR) by 30% and improving executive confidence in service reliability.
• Played a key role in data center migration initiatives impacting VDI infrastructure, supporting the successful migration of hundreds of virtual hosts with zero high-severity post-migration incidents.
• Built and governed enterprise knowledge management and documentation standards, authoring 50+ SDLC artifacts, SOPs, job aids, SLAs, and process documents, reducing onboarding time by 40%.
• Delivered CxO-level dashboards and analytics using Power BI, DAX, Power Query, and Snowflake, providing visibility into cybersecurity posture, service health, and risk metrics for 10+ executive stakeholders.
• Established cybersecurity PMO governance and penetration testing processes, enabling 100% tracking of findings, reducing remediation cycle time by 30%, and improving audit readiness.
• Led major incident, problem management, and CapEx reporting efforts, contributing to root cause remediation and supporting multi-million-dollar infrastructure investment decisions.

• Professional Scrum Master (PSM I)
• ITIL Foundations v3 | ITIL Service Design | ITIL Continual Service Improvement
• VMware Certified Professional