Kelly Fry
Customer Success Executive @ServiceNow
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WORK HISTORY
Customer Success Executive @ServiceNow
Santa Clara, CA, US
Customer Success Executive – HealthcareStrategic advisor to healthcare organizations, partnering with executive leaders to align enterprise strategy, governance, and operational priorities with platform and AI-enabled capabilities to drive measurable outcomes.Advise CIOs and senior leaders on enterprise roadmaps that align strategy, governance, operating models, and technology investmentsGuide healthcare organizations through complex transformation initiatives, including portfolio and program alignment, implementation readiness, and value realizationPartner with customer executives to identify and prioritize high-impact use cases for AI and digital automation that improve clinical, operational, and business performanceTranslate organizational goals and business realities into actionable, scalable roadmaps and execution plansSupport long-term platform adoption and maturity by strengthening governance frameworks, delivery models, and cross-functional alignmentServe as a trusted executive partner across healthcare systems to drive sustainable change and enterprise-wide value
EDUCATION
Whitworth University
B.A, summa cum laude, Communications
Wenatchee High School
Diploma
Western Governors University
Master of Business Administration - MBA
ABOUT KELLY FRY
Digital Transformation & AI-Enabled Operating Model Leader | C-Suite Advisor | HealthcareI am a digital transformation leader and trusted executive advisor helping complex health systems modernize operating models, optimize enterprise portfolios, and unlock value through platform-enabled and AI-ready transformation using the ServiceNow platform.My work centers on helping customers align systems, governance, and operating structures that allow organizations to move faster, align strategy to execution, and scale impact—without increasing organizational friction.I bring deep expertise across the ServiceNow platform combined with enterprise program leadership in Epic EHR, IT operations, and large-scale cross-functional initiatives.I specialize in architecting clarity from complexity—aligning strategy, demand, capacity, business operations and delivery through strategic models that mature decision-making, accelerate outcomes, and create sustainable performance.Areas of ExpertiseHealthcare industry insiderEnterprise portfolio governance & operating model designServiceNow platform leadership & solution advisoryAI-enabled workflow and operating model modernizationEpic EHR strategy and executionExecutive advisory, strategic planning & organizational alignmentResource and capacity modeling, roadmap development, and demand managementIT operations, service delivery optimization & continuous improvementExecutive ImpactEnterprise Portfolio & Governance LeadershipDesigned and operationalized a C-suite–approved governance framework integrating 8 portfolios, 700+ demand items, and 130+ active projects into a unified enterprise portfolio model.Digital Transformation & AI EnablementLed ServiceNow portfolio modernization, workflow automation, and AI-readiness initiatives to strengthen data quality, demand governance, and execution velocity across the health system.Operational Excellence & Performance ManagementAuthored a 100-page IT Operations Guidebook, launched 20+ service-line performance dashboards, and established accountability frameworks improving transparency across cost, capacity, and value delivery.Strategic Influence & Change LeadershipKnown for aligning executives, clinicians, and technology leaders around shared outcomes—translating enterprise strategy into measurable results through disciplined execution.Leadership PhilosophyI lead with humility, discipline, and influence.My strength is building structure within complexity—creating operating systems that scale, teams that perform, and organizations that move forward together.
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