Paola leads a global team of 400 Professional Services team members in centralized Practices, Sales Bid Desk, Resource and Process Management and geographic Customer Delivery teams. The Global Delivery Team is focused on the Build and Deploy functions of the entire ServiceNow suite of products and related consultative and implementation services operating in APJ, EMEA and the Americas. KPIs are focused on CSAT, Financial Performance and Talent Management. Team competencies include technical and business process consulting, solution and enterprise architecture for pre-sales support, customer delivery and engagement management and resource management.
Previous to ServiceNow, Paola was at Dell Services leading a global team that secured large, complex, multi-year transformational contracts through the application of solutions in End-User, Networks, Data Centers, Infrastructure and Cloud. Team capabilities include solution engineering, architecture, proposal development, pursuit leadership, next generation service design. Her team was the main point of contact (POC) to industry advisors and analysts.
Prior to that role, Paola served as Vice President of Infrastructure Service Delivery during her tenure at Dell, where she led a delivery team with 7500+ people and $800+ million P&L. She was responsible for running and operating Dell’s Infrastructure Services inclusive of End-User and Data Center Operations. She also had direct responsibility for the Infrastructure & Cloud Computing account operations, finance and customer satisfaction.
Before joining Dell, Paola spent 24 years at EDS serving customers by delivering large scale infrastructure services globally. She developed shared service centers and dedicated account delivery in the BPO and Applications space as well as Infrastructure Outsourcing, creating an end-to-end ecosystem of customer service delivery. Paola led teams globally while residing in the United Kingdom, Texas, Virginia, Michigan and Germany. Her responsibilities began with customer service, account management and technical operations leading to senior positions in global delivery and global accounts, specifically General Motors (GM) NA, GM EMEA and the Navy Marine Corps in Northern Virginia. Paola brings unique expertise in leading complex technology organizations, having successfully managed organizations with billion-dollar budgets, thousands of employees, and hundreds of customers worldwide.
Paola holds a Bachelor’s degree in Telecommunications from Michigan State University and has completed executive programs with Columbia University and the London Business School. Maintaining active involvement in the local community, Paola is a board member for CACCC (Children’s Advocacy Center of Collin County), and active in CIO industry forums and Women in Technology and several external diversity forums such as Anita Borg Institute, Dallas Women’s Federation, Catalyst and Pride. Paola resides in Dallas, Texas and has three college age children.
