Nora is an Information Technology Service Management executive leader whose 25 year’s experience covers every area of Service Management design, implementation, operations, and support. With extensive accomplishments in IT operations management, service level management, network support, desktop support, sales support, and process engineering/design, her focus always remains on elevating customer service in all IT service delivery strategies.

Over the course of her career, Nora has had the opportunity to express her passion for customer care in multiple industries including commercial insurance, software development, healthcare insurance, financial services, and health system services. Her current role is helming the Service Management Office of a $7.5B healthcare organization serving the information technology needs of 30,000 associates. Under her leadership, IT Service Management plays a crucial role in elevating the quality of service delivery from IT around clinical care, educational services, and research, a particularly difficult challenge during the pandemic.

A people person with a passion for building diverse teams, leveraging individual strengths, and developing new leaders, Nora focuses on cultivating a culture of associate empowerment and caring.

Within the broader Service Management community, Nora has earned her national recognition and awards as a thought leader and change agent sharing her knowledge and passion through her work as a speaker, leadership coach, mentor and author.