Dolby Laboratories

Senior Manager, Global IT Support & Field Operations | 2023–2026

The Challenge

Dolby's global IT support organization was facing significant operational challenges. Regional silos created inconsistent service delivery across AMER, EMEA, and APAC with no unified SLAs or performance metrics. Declining user satisfaction, manual access management processes, and lack of analytics infrastructure resulted in productivity losses, escalating costs, and eroding executive confidence in IT's strategic value.

The Transformation

Architected and executed a comprehensive operational transformation across three strategic pillars:

Governance & Automation

• Established enterprise-wide SLAs, KPIs, and operating cadences for immediate accountability
• Deployed Moveworks AI across IT, HR, Facilities, and Legal—deflecting routine inquiries and accelerating resolution
• Redesigned onboarding/offboarding workflows and standardized Active Directory access management globally

Strategic Analytics & Optimization

• Built workforce analytics and demand forecasting models enabling data-driven resource planning
• Renegotiated outsourced Service Desk contracts, improving performance while reducing costs

Business Impact

• $1M+ Annual Cost Avoidance — Workforce optimization and automation delivered seven-figure recurring savings
• Service Excellence — Achieved consistent global SLA compliance and improved CSAT through standardized delivery
• Operational Efficiency — Reduced ticket volume via AI-powered self-service while accelerating complex issue resolution
• Risk Mitigation — Eliminated access management inconsistencies and strengthened security posture through automated lifecycle processes
• Strategic Enablement — Transformed IT support from cost center to strategic function with predictive analytics supporting executive decision-making