Management Sales Project Business Service Customer resume in Toronto, ON, M4C 4K3, Canada

JOHN LAUGHTON
Toronto, Ontario
(416) ***-****

EXECUTIVE PROFILE
My work history is highlighted by extensive experience managing large complex Business and IT outsourcing clients and associated third party vendors. I have led and mentored teams of Project management professionals throughout my career. I have extensive experience with Business Strategies and Business Process Improvement, Client Management, Vendor Relationship Management, Project and Operations Management, Sales and Marketing, IT Services delivery, IT Infrastructure and Network Operations, Contract Negotiations, Execution and Management, Call Center operations, Corporate IT Governance, Organizational Effectiveness, Customer Relations, Program, as well as Senior Relationship Management at the C level. I am interested in senior client related opportunities that will allow me to effectively utilize the above skill set(s).
I possess a broad set of transferable skills, a number of notable personal qualities and am a high energy, highly motivated individual. I am confident that my work experience which has spanned a variety of industry verticals including Consulting, Technology, Financial Services, Telecom and Education will prove beneficial to your company.

SKILLS PROFILE
25 years experience in the High Tech Industry Large Account Management
15 years experience at the Senior Management Level Sales and Marketing
Large Scale IT Project/Program Management Contract Management & Negotiation
Large Scale Business Analysis Consulting Executive Relationship Management
Vendor Contract Governance/ Business Process Integration Strategic & Operational Consulting
Product Management New Business Development
Performance and Metrics Management Offshore Management/Negotiations
New Product Strategies & Deployment Change Management
Quality Control Lean, Six Sigma, ITIL frameworks Call Center Management Education and Training
Business Process Re-engineering and Development Electronic Commerce
RFI/RFQ/RFP interpretation and guidance Network Engineering and Operations

EXPERIENCE 1997– 2012

Laughton Consulting Group Jun. 2010 – Present
PRINCIPAL CUSTOMER CONSULTING SERVICES (Self employed)

MANAGING PARTNER PROEVENTS (Consultative Contract)

• National responsibility for the provision of Delivery and Executive leadership for target client base.
• Ongoing business development activities designed to grow ongoing consulting/vendor engagements within the IT/Business marketplace spanning technology, telecommunications, consulting, financial services and education marketplaces.
• Business consulting and development in a new event planning and management joint venture.

SRB Education Solutions Jun. 2008 – May 2010
VICE PRESIDENT CUSTOMER AND CONSULTING SERVICES (Executive Contract)

• National Responsibility for a team of 35 Managers and staff across Eastern and Western Canada of which over half of the team members worked virtually across Canada.
• National Call center and IT infrastructure operations, Vendor Management, Contract Negotiations and Management, SLA and Incident Management, Strategic and Operational planning, PMO project implementation and management, Consulting and management of SRB’s Customer and Consulting Division.
• Responsibility for strategic growth and management of SRB’s services and support operations following ITIL framework methodology for existing clients including Customer Support and Helpdesk, Professional and Contract Services, Implementation and Project Management Services, Education and Knowledge Management Services as well as internal and external facing Technical Infrastructure/Networking Deployment Services Solutions.
• Accountable for standardization of project management methodology, tools and approaches for the organization including allocating staff resources, delegating assignments, scheduling/prioritizing staff workloads and monitoring project and team performance against established deliverables and timelines.
• Extensive program management responsibilities with business transformation projects.
• Extensive experience managing third party vendor relationships, contracts and governance.
• Experience managing offshore development resources.
• Extensive experience working with large complex and diverse stakeholder groups (Ministry of Education, Large School Boards, ECNO board of directors).
• Responsibility to build and maintain strong vendor/partnership/third party and co-marketing relationships in order to enhance and grow SRB’s overall business objectives.
• Responsible for services sales lead generation and customer lead qualification, funnel creation, monitoring and management. Responsible for all client proposals including RFP/RFI as well as custom quotations.
• National responsibility for the provision of Services Sales including forecasting, sales tracking (Win/loss, WIP and KPI’s), Customer Services Satisfaction, Program Delivery and Executive leadership.
• Responsibility for the engagement of all Product Divisions as well as Sales and Marketing groups in order to identify and develop current as well as new business opportunities aligned with both SRB as well as technology related customer initiatives within the K-12 education marketplace.
• P/L responsibility for Support and Services Divisions across Eastern and Western Canada.
• Responsibility for alignment within SRB as well as SRB’s parent company, (StarDyne group of companies) of multiple services divisions, in order to leverage services synergies and the sharing of industry best practices.
• Responsible for proactive management of current and new business prospects as well as continuing to investigate new potential service offerings subscribing to a solutions selling model recognized as vendor-of-choice/preferred vendor status for all service and support requirements.
• Executive sponsor for the design, articulation and promotion of innovative solution based offerings leveraging SRB’s product and services knowledge to the K-12 Marketplace.
• Responsibility for active participation in customer forums, industry speaking engagements, and other events in order to promote SRB’s products and services.

Cyberplex Interactive Media Mar. 2007 – Jun.2008
SENIOR PROJECT/CLIENT MANAGEMENT CONSULTANT (Contract)

• Responsible for Project Services engagement management of all new business accounts.
• Project Management Office responsibilities including implementation of Project Management disciplines, procedures and reporting.
• Reporting to the VP Client delivery with dotted line to the President and CEO.

Citigroup Fund Services Canada Sept. 2005 – Feb.2007
VICE PRESIDENT CLIENT MANAGEMENT–BUSINESS PROCESS OUTSOURCING

• Responsible for a team of Senior Project Services Account Managers and AVP/VP Client Relationship Executives servicing over 50 Fund Accounting, Fund Services, Transfer Agency and Custody Clients.
• Extensive program management responsibilities with business transformation projects
• Extensive experience managing vendor relationships, contracts and governance.
• Accountable for standardization of project management methodology, tools and
approaches for the organization including allocating staff resources, delegating
assignments, scheduling/prioritizing staff workloads and monitoring project and team
performance against established deliverables and timelines.
• Estimated annual book of business across Client base over $85MM.
• Accountabilities including:
• Service Incident Management and Corrective Action Resolution
• Contracts Management, Negotiation and Execution
• RFP/RFI data collection and final proposal creation
• Sales tracking/monitoring/funnel management
• Strategic Third Party Services Delivery Management
• Ongoing strategic client relationship management
• Project Management oversight of all key client initiatives
• Client governance
• Client satisfaction management and metrics evaluation
• Vendor management
• Revenue retention and growth
• Adherence to contracted service levels
• Internal and external client communications
• New client integration
• Business process re-engineering
• National Management of staff responsible for Client and Dealer Channel Relations
• Development of business and service standards KPIs
• National responsibility for Service Level Agreements and contracts
• Client invoicing and reconciliation authority
• Responsible for development and adherence to company policies, procedures and best practices
• Reporting to the Senior VP of Client Delivery

Inspira New Media
Agenda Productions Inc Jan.2004 – Aug.2005
BUSINESS DEVELOPMENT CONSULTANT - (Contract)

• Responsible for ongoing new business Project development activities and support of ongoing customer support projects.
• Accountable for standardization of project management methodology, tools and approaches for the organization including allocating staff resources, delegating assignments, scheduling/prioritizing staff workloads and monitoring project and team
performance against established deliverables and timelines.
• Responsible for services sales lead generation and customer lead qualification, funnel creation, monitoring and management. Responsible for all client proposals including RFP/RFI as well as custom quotations.
• National responsibility for the provision of Services Sales including forecasting, sales tracking (Win/loss, WIP and KPI’s).
• Working with multi-media editing and video production staff to produce production presentations for large scale corporate promotions.
• Managed all aspects of project engagement and project lifecycle deliverables.
• Accomplished 25% increase in sales force engagement and new business generation.

Cisco Systems Jun.2003 – Dec.2003
ADVISORY SERVICE CONSULTANT – (Contract)

• Responsible for project development and management of a new Tier-2, Tier-3 customer service collaborative support engagement framework.
• Worked with senior level management to determine root cause and gap analysis for ongoing systemic and chronic customer support issues.
• Developed “as is” and “to be” process maps and designed a collaborative workflow roadmap to provide Cisco with visibility of need and project methodology for business process and behavioral transition from their current standard support model and mechanisms to a more industry standard CRM collaborative approach.
• Presented project support evolution roadmap to senior staff and gained buy-in for the need to engage in business change including the use of properly facilitated “Team Interlock” processes.
• Developed preliminary project support and service engagement roadmap for improved service provider support engagement focused on the BCE group of companies, most notably Bell Canada.
• Provided increased awareness and a consistent service approach methodology to address systemic service and support challenges.

Cyberplex Interactive Media Mar.2003 – May.2003
SENIOR PROJECT ENGAGEMENT MANAGER – (Contract)

• Responsible for Cyberplex’s largest customer, AMD.
• Project scope and budget responsibilities for AMD New Project Development.
• Lead a team of web-developers and worked with end user customers and Account Executive to gather, consolidate end user and business requirements for AMD VSP projects and new product launch website.
• Management, creation and coordination of project plans, schedules and budgets.
• Acted as customer liaison for ongoing new project engagement.
• Assisted in containing ongoing scope related overruns within all assigned project activities.

Price Waterhouse Coopers BPO Solutions 2000 Oct.2000 – May.2002
CLIENT RELATIONSHIP EXECUTIVE

• Executive Account Management for $1B Outsourcing contract. Shared Contractual Responsibilities for Canada’s largest technology company - Nortel Networks.
• Ongoing global IT and portfolio contract responsibilities.
• Extensive program management responsibilities with business transformation projects.
• Extensive Vendor Management contract and governance responsibilities.
• Experience managing offshore vendors/teams.
• Extensive experience working with large complex and diverse stakeholder groups (Nortel, MCS and BPO executives).
• Responsible for services sales lead generation and customer lead qualification, funnel creation, monitoring and management. Responsible for all client proposals including RFP/RFI as well as custom quotations.
• National responsibility for the provision of Services and Development Project Sales including forecasting, sales tracking (Win/loss, WIP and KPI’s).
• Day-to-day direction of 7 IT project management teams performing ongoing project development, testing and IT project/process re-engineering and integration within Global outsourcing of key portfolio areas of the Nortel IT infrastructure.
• Responsible for the PMO services management direction of the Project Portfolio teams within the following Portfolios:

Call Center Management Solutions
Global HR Talent Acquisition
Global Mergers Acquisitions and Divestitures
SAP Global Deployment
PERSONIC Global Deployment
Global PROACT Self Service environment
Global DARE data warehouse reporting environment

• Management and project delivery of all new business proposals.
• Contract Management, Interpretation and Governance.
• Key Metrics management for Customer Satisfaction
• Direct P&L and Executive Issues Resolution Responsibilities.
• Accomplished the task of developing and managing ongoing customer PMO
project engagement methodologies and proposal assurance guidelines.

AT&T Solutions Canada Nov.1998 – Oct.2000
GENERAL MANAGER

• Management responsibility for AT&T Solutions’ largest Canadian Financial accounts.
• Primary account: CIBC World Markets: $70 Million U.S. account. Over 140 sites Worldwide.
• Reporting to the President of AT&T Solutions Canada.
• Responsible for the day-to-day management process surrounding all aspects of CIBC/WM’s AT&T Corporation provided GWAN - Global Wide Area Network.
• Extensive program management responsibilities with business transformation projects
• Extensive global vendor management responsibilies.
• Extensive experience working with large complex and diverse stakeholder groups (Global NOCs, Senior Client Executives, Vendor Network Architects, Global Program/Project management teams).
• Management responsibility globally over all aspects of Services Delivery including Engineering, Network Operations, Project and Vendor Management functions plus Account Sales and Marketing.
• Key stewardship for all Global NOC incident escalations and resolution.
• Global responsibility for the provision of Services Sales including forecasting, sales tracking (Win/loss, WIP and KPI’s)
• Delegation and coordination of required project and account specific actions globally across a team of 30.
• Responsible for P&L, Customer Satisfaction and Worldwide Service Delivery across North America, Asia and the United Kingdom.
• Successfully contained a myriad of customer account issues and extended contract terms for two additional years doubling the number of originally contracted sites - valued at over $25M.

CGI Management Consultants Sept.1997 – Aug.1998
SENIOR CONSULTANT

• Responsible for the ongoing project development and management of key channel sales and marketing activities between CGI and Bell Canada.
• Responsible for acquisition activities with Bell Sygma with respect to hiring, managing and delegation of service engagements of CGI employees.
• Provided insight to senior management team with respect to the development of and promotion of key service delivery offerings.

EXPERIENCE 1985-1997

IBM Canada Ltd
• Ongoing Product Management, Sales/Channel Marketing, Brand Management (AIX) and Network Engineering (TCP/IP, SNA), Project/Business Analysis, Networking and Services Management Level Positions

EDUCATION

University Of Toronto
BACHELOR OF ARTS, COMPUTER SCIENCE & BUSINESS

The Center for Advanced Technology Education, Ryerson (C.A.T.E.)
ADVANCED PROGRAMMING METHODOLOGIES

REFERENCES

Available upon request.

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