Manager Management
Resume:
**** ******* **** **** ****** A. PRINCE
Davison, MI 48423
**********@*****.***
IT GLOBAL SERVICE DELIVERY MANAGER
Infrastructure and Applications ? Transition and Transformation ?
Project Management
Pragmatic IT Delivery Management professional with a well-earned reputation
for strong work ethic, approachability and consistent commitment to team
leadership and innovation. Adept at building strong relationships with
global C-level management. Successfully delivers large complex
infrastructure and application projects and solutions through expert
leadership of cross-functional on-shore and off-shore support
organizations. Proactively drives service level management to meet or
exceed quality of service commitments. Proven track record of successful
program management, solid financial performance, executive and
organizational leadership, ITIL based service management, transition and
transformation services.
Areas of Expertise
. Performance / Program / Contract Management
. Escalation and Turnaround Management
. Budgeting / Cost Control
. Vendor Management
. Coaching/ Team Building & Leadership
. Systems Development / Implementation
. Global IT Outsourcing
. Contingency Management
. Transition / Transformation Management
. Process Improvement
Professional Experience
HP ENTERPRISE SERVICES - Davison, MI 2000 -
2010
Global Service Delivery Manager (2008 - 2010)
Leadership of operational support organization for Pfizer Pharmaceutical,
utilizing onshore and multiple off shore centers in a 24x7x365 "follow the
sun" support model.
. Insured compliance with all Service Level Agreement's achieved highest
customer satisfaction results.
. Established effective partnership with delivery management team in
Costa Rica, India and Malaysia based delivery centers. Significantly
improved communications and teaming for end-to-end global support
across service delivery centers.
. Designed and implemented a daily and monthly reporting process for pro-
active service management.
. Effectively managed financial control of the delivery program meeting
all budget requirements.
. Led over 200 technical resources supporting over 6000+ Wintel servers
globally.
Global Account Delivery Manager - Sales Pursuit (2006-2008)
Participated with Sales Team during Pursuit Phase representing HP Services
Global Delivery and winning over $2B in new contract revenue.
. Evaluated risk, costs, resource requirements, schedules and submitted
delivery opinions and recommendations to the team for discussion during
Bid Assurance and/or Executive Approval sessions.
. Crafted and reviewed services contract and Service Level Agreement
language. Negotiated penalties and earn-back criteria in collaboration
with KPMG and Pfizer management.
. Upon contract signing, managed Client Relationship and Service Delivery
teams for IT Outsourcing support after sale. Brought permanent Account
Delivery Manager up to speed for ongoing support.
. Made significant contributions in winning a Comprehensive IT
Outsourcing contract with KPMG. Led the data center relocation from
England to the Netherlands, server consolidation / virtualization and
build out of a new datacenter. Designed and implemented a global
support organization to effectively support the new environment.
Director, Americas Account Delivery Management (2004 - 2006)
Led Account Delivery Management activities for over 40 HP Outsourcing
clients throughout the United States with total contract value in excess of
$320M. Customers included diverse industry companies, such as Nestle,
Disney, Ryder, Cannon, Albertson's, Cadbury, Deloitte and many others.
. Participated on the HP Pursuit and Bid Assurance team representing the
Delivery organization to review and determine if potential contracts
should be pursued, based on HP capabilities, resource availability,
financial forecasts and schedule constraints. Joined Pursuit Team for
executive presentations showcasing HP Services value and commitment to
the customer's success.
. Ensured all Client Satisfaction goals, Service Level Agreements and
Contractual Commitments were met.
. Negotiated new business opportunities and grew installed customer base
from 13 to over 40 accounts.
. Mentored subordinate Account Delivery Managers to successfully deliver
services to contract
. Led Executive Escalation Management for Americas Services installed
base.
Senior Account Delivery Manager (2000 - 2004)
Managed client relationship and service delivery teams for IT Outsourcing /
Hosting agreements with LEGO Direct, New Venture Gear and Lear
corporations.
. Provided operational support, administration and monitoring of all
Oracle, VMS and Wintel systems and network functions via remote access
by level 1 helpdesk, level 2 technicians and/or onsite support.
. Designed, implemented and maintained a highly successful web services
environment providing LEGO with their first consumer focused e-commerce
activity.
. Met or exceeded all contractual Service Level Agreements leading to
multiple contract extensions.
. Responsible for coordinating and approving all change control
activities.
IBM CORPORATION - Southfield, MI 1998 - 2000
Senior Program Manager / Consultant (1998 - 2000)
Led a successful Y2K Remediation Project for a Bank One and DTE Energy.
. Responsible for leading project teams in successfully identifying and
modifying application code for all required programs supporting
business operations.
. Developed tracking and reporting process, led project review meetings
and maintained project history library as required by federal
regulatory agencies.
. Served as the liaison to third party service providers for all
outsourced business applications.
. Completed projects successfully, on time and within budget. High
customer satisfaction achieved.
ELECTRONIC DATA SYSTEMS CORPORATION - Troy, MI
1986 - 1998
Systems Engineering Manager (1991 - 1998)
Advanced Systems Engineer (1986 - 1991)
TEXAS INSTRUMENTS INCORPORATED 1985 - 1986
Business Programmer Analyst
EDUCATION
Bachelor of Science in Business Administration,
Management Information Systems Major
Central Michigan University 1984
CERTIFICATION
Project Management PMP Certification (2004 - 2010)
Awards
Hewlett Packard Managed Services "MVP" (2003 - 2006)
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