Service Manager

KEN LISTER

**** **** ***** ***** • The Colony, Texas 75056

214-***-**** • ***@******.**

www.linkedin.com/in/kenlistertx

SERVICE DELIVERY AND TECHNICAL PROJECTS DIRECTOR

Service delivery and technical projects director with 20+ years of experience. Expertise in systems, networks, servers,

storage, and peripherals in enterprise and commercial services markets. Proven ability to improve performance and goal

attainment for large corporate and commercial accounts, establish and monitor measurement guidelines, and train and

develop staff. Demonstrated skill in establishing and leading divisions within organizations, identifying and implementing

changes in processes needing improvement, and setting goals to achieve corporate mission and objectives.

Client Relations • Contract Negotiations • Customer Service • Data Center Migration • Implementation

Operations Management • P&L Responsibility • Project Management • Service Account Manager

Team Facilitation • Territory Development

CAREER ACHIEVEMENTS

Created a new position in a start-up company. Built service organization, managed P&L cost and revenue,

brought in >50 customers, and grew revenue to $1 million.

Established measurement guidelines for customer engineering teams that exceeded all metrics following history

of lackluster performance and missed metrics. Achieved highest ranking across Texas, Louisiana, and

Mississippi.

Started, directed, and grew new, low cost customer support organization for HP in the south Texas area. Became

top-ranked service organization in the U.S. and maintained top 3 ranking for total customer experience.

Worked with outsourced vendor Northrop Grumman, and led collaboration to develop a workable model that

produced strong results within 3 months.

Planned and staffed turnkey solutions for HP’s Ericsson account, which became representative of the large

account model for aligning with IT and end-user customer account personnel.

Led team that exceeded blast metrics; customer engineers were graded on creating extra service revenue by

uncovering new, onsite service opportunities.

Improved relationship between third-party providers and HP, resulting in increase in loyal, returning customers.

Managed and developed 3 large programs: Ericsson, Richardson ISD, and Dallas ISD.

PROFESSIONAL EXPERIENCE

Hewlett Packard. Dallas, Texas. 1998 – 2010.

Enterprise / CSB District Manager. 2010.

• Tasked with improving customer engineer (CE) performance and goal attainment in support of large corporate

and commercial accounts.

• Established the guidelines for all major weekly, monthly, and quarterly measurements. Team exceeded all

measurements for previous year, following a history of lackluster performance and missed metrics.

• Managed Dallas-based Ericsson managed service account. Oversaw strict SLA requirements; established a

team lead; met delivery obligations; and maintained high customer satisfaction.

• Managed and monitored escalations. Developed action plan and trained CEs to proactively avert potential

escalated situations.

• Exceeded customer experience, new opportunity, and parts turnaround metrics.

• Established guidelines and professional development steps for CE organization; encouraged active

involvement and ownership of individual career development, driving positive results for CE success.

• Led new CE initiative to drive new, qualified services opportunities, such as upgrades and non-contract

repairs, on a quarterly basis. Team was highest ranked across Texas, Louisiana, and Mississippi.

• Established team lead to monitor new sales opportunities success and team progress and met quarterly

objective.

Selected Accomplishments

Met or exceeded total customer experience goals while in this position.

Exceeded blast metrics; customer engineers were graded on creating extra service revenue by

uncovering new, onsite service opportunities.

CSB District Manager. 2006 – 2009.

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• Established new position to support customers across southern Texas and New Mexico.

• Led formation of this organization, which became top performing service organization in the U.S. and

maintained a consistent top 3 ranking for total customer experience metric.

• Redesigned internal processes to improve customer satisfaction and increase service sales; restored

profitability.

• Hired, managed and developed CEs; identified individuals' competencies to optimize account assignments,

and held weekly meetings to establish formal business structure, drive metrics, and model CE behavior.

• Observed and experienced call volumes and issues over several months; identified processes needing

improvement.

• Re-engineered parts dispatch process to proactively stock key components for CEs; retrained entire service

delivery organization on all new processes and procedures.

Selected Accomplishments

Started, directed, and grew new, low cost organization for HP in the south Texas area.

Achieved one of the highest total customer experience ratings in the US.

Set initiative and provided feedback to other managers to help drive their scores to goal or exceed goal.

Commercial Delivery Manager. 2005 – 2006.

• Managing outsourced company for server, printer, and systems services business.

• Led collaboration with director and field managers to develop a workable model that produced strong results

within 3 months.

• Set goals to ensure meeting HP’s strategic targets; achieved noticeable improvement in customer satisfaction

in the multi-vendor space.

Selected Accomplishments

Worked with third-party company, Northrop Grumman, to deliver best-in-class customer support.

Improved relationship with third-party providers, resulting in increase in loyal, returning customers.

Named Account Manager. 1998 – 2004.

• Managed services offerings and execution for 3 named accounts, including 2 new accounts, Ericsson and

Richardson ISD, and an existing account, Dallas ISD.

• Established service delivery guidelines, escalation paths, and measurements.

• Planned and staffed complete turnkey solutions, including hardware, software, upgrades, installs,

troubleshooting, and training for highly visible Ericsson account.

• Defined and drove new SLAs to support 7,000 initially resistant end-users.

• Served on team tasked with assessing and placing Compaq CEs during and after acquisition by HP.

• Developed and promoted 7 CEs to program / project managers with PPMI certifications.

• Established CE performance guidelines and measurements; contributed to district and region achievement.

Selected Accomplishments

Managed and developed 3 large programs: Ericsson, Richardson ISD, and Dallas ISD.

Met or exceeded all measured metrics within 6 month period based on customer SOW.

Technology Integration Service. Dallas, Texas. 1992 – 1998.

Vice President of Service

• Created new position in start-up organization offering consulting, sales, and service.

• Built service organization and managed P&L cost and revenue; established relationships with suppliers and

warranty service providers; set up lines of credit; and sourced / managed multi-platform CE talent.

• Brought in >50 customers and grew revenue of $1 million.

• Retained 90% of customer base and company was recognized twice as Small Minority Company of the Year.

EDUCATION AND PROFESSIONAL CERTIFICATIONS

Information Technology Infrastructure Library Certifications (ITIL). Disciplines: Service Design, Service Operations,

Service Strategy, Service Transition, Continual Service Improvement.

Project Management Institute (PMI). Courses include: Aligning Project Management with Organizational Strategy,

Leading High-Performing Teams, Leading Complex Projects, Leading Project Managers, Program Management,

Project Assessment and Recovery

B.S. in Industrial Technology. Prairie View A&M University. Prairie View, Texas.

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