Manager Management
Resume:
Christopher Butler
New Milford, NJ 07646
*****.********@*****.***
SUMMARY
An experienced leader with the proven ability to combine technology, business, and financial expertise in developing both short and
long term solutions to meet business goals. Extensive experience in building cross-functional teams, establishing client relationships
at executive levels, and communicating effectively to reach goals. Global experience within the IT Managed Services industry and
IT outsourcing engagements. Developed, negotiated and implemented contracts and Service Level Agreements (SLA’s) with both
clients and suppliers. Solid experience in Senior Project Management, Implementation Management, Field Service Delivery
Management, Supplier (Vendor) Management, Transition Management, Account Management and Change Management.
EXPERIENCE
Unisys Corporation - New York, NY (04/01-04/09)
Delivery Program Executive (Morgan Stanley) 11/07-04/09
Managed a $40M outsourcing agreement at Morgan Stanley. Responsible for client relationship, service management,
customer satisfaction, profit & loss, quality and continuous improvement in a global operation.
Managed a $40M P&L, improving P&L gross margin by 12% in first year.
Based off my past success, Unisys senior management brought me back to lead the Morgan Stanley contract in
order to strengthen the relationship and delivery in preparation for pursuit of a $400M Managed Services RFP.
Implemented and managed a global (offshore) services solution based on ITIL best practices using both internal
resources and an external vendor (BT) providing Service Desk and Network Operations support.
Built/maintained client relationships with Morgan Stanley’s senior management
Drove the project development in the design, build, rollout and ongoing support of Exchange 2007 for 20K+
Morgan Stanley users.
Managed the service delivery of the Remote Network Management of Morgan Stanley’s GWM organization
consistently exceeding all contracted SLA’s.
Client Program Executive (Subaru of America) 01/07-02/08
Managed a global matrix organization that provided Data Center and Service Desk services to Subaru of America.
Responsibilities included business development, P&L management, maintaining client satisfaction, development and
management of continuous improvement plans, maintaining contracted SLA’s and building/maintaining a trusted client
relationship at a senior management level up to the CIO level.
Successfully transitioned service delivery operations to a global model by identifying and moving operational non-
client facing roles offshore to improve the program’s P&L, reducing operational costs by 37% in 2008.
Supervised a PMO with 3 FTE Engagement/Project Managers delivering IT Data Center and application services.
Renegotiated contractual terms, which were preventing the program from being successful both operationally and
financially resulting in a cost savings of $1.2M for 2007.
Client Program Executive (NYC Transit) 04/06-01/07
Promoted to manage the NYC Transit Authority program with revenues of $110M+. Responsibilities included business
development, building a trusted advisor role/relationship with the client’s CIO and various business stream leaders,
managing a matrix organization across various service streams such as Deskside Support, Service Desk, Incident/Problem
Management, Server Operations, Procurement, and Asset Management.
Managed all subcontractor supplier contracts and their compliance. Reduced operational costs 11% by identifying
and transitioning service contract to subcontractors.
Restructured PMO to be more efficient and flexible, increasing productivity and client satisfaction.
Implemented a governance model with client’s relationship managers to improve service delivery resulting in an
increase in both SLA attainment and Customer Satisfaction.
Directed the integration of a new Asset management tool and methodology resulting in our ability to attain SLA’s
associated with Asset Management for the first time. With SLA’s being attained, the program was able to start
collecting annual revenues of $1.5M for this service line.
Resume- Christopher Butler 1
Client Program Executive (Morgan Stanley) 09/04-7/06
Promoted to Program Executive to manage the Morgan Stanley program. Responsibilities included managing a $30M+
P&L, seeking out new business opportunities within Morgan Stanley, developing and presenting new proposals to the client,
overseeing the Remote Network Management & Maintenance Services for Morgan Stanley’s network infrastructure, built/led
PMO ensuring project management met deliverables on all enterprise projects, and building/maintaining the client
relationship at a senior management level up to the CIO level.
Led the support implementation rollout of a new nationwide WAN infrastructure supporting over 500 branch
offices, 18 Remote Access Points and 3000+ network devices.
Developed a customized service delivery model to meet client’s high expectations
Directed the seamless transition of managed services from Morgan Stanley to Unisys.
Defined Service Level measurement methodology and reporting. Consistently exceeded all SLA’s through
aggressive service delivery model.
Increased annual revenue by $1.6M by identifying managed service opportunities and selling to Morgan Stanley.
Client Services Manager (AIG) 04/01-08/04
Managed the Deskside Support services for the AIG program. Managed over 30 Client Service technicians primarily at the
NY metro campus locations, in addition to the technicians nationwide. Responsibilities included maintaining contracted
SLA’s, establishing and maintaining relationships with the AIG executive staff & CTO level, developing partnerships with
key AIG stakeholders and relationship managers, collaborating with the Unisys PMO on process improvements and creation
of SOW’s.
Managed all enterprise projects at the campus locations, including the technical project management of an XP
deployment to 10,000+ users, which was delivered ahead of schedule and under budget resulting in a $45K savings.
Developed and implemented a Customer Satisfaction Survey process in 2002 to track performance. Feedback from
surveys initiated service delivery changes resulting in a Customer Satisfaction increase of 45% in second half of the
2002.
In May 2003 expanded my role by managing the deskside support at AIG remote locations nationwide in order to
improve client satisfaction, SLA’s and operating margins.
Awarded in 2003 the President’s Excellence Award for achievements throughout the year.
ADDITIONAL EXPERIENCE
Micros to Mainframes, Inc. - Valley Cottage, NY (10/00-04/01)
Director of Service Desk/Field Services
Managed the Service Desk for MTM companywide. Managed a Professional Services staff of 50+
managers/engineers/technicians that covered the NY/NJ/CT accounts and projects. Responsible for the sourcing of
suppliers supporting MTM’s client base nationwide and the performance management of the supplier including SLA
performance, contract compliance and invoice control.
Entex - New York, NY (06/00-10/00)
Service Manager (Memorial Sloan Kettering)
Onsite manager for the Memorial Sloan Kettering Cancer Center program. Managed 30+ engineers and service desk
that supported all areas of the hospital. Worked with the hospital IT management to improve processes to meet the
needs of the end users more efficiently.
Vanstar Corporation/Inacom Corporation - New York, NY (07/96-06/00)
Solutions Delivery Manager 02/00-06/00
Managed Northeast Territory, including 160 Professional Services engineers of various technical levels. Duties
included management of client and vendor contracts, creating and leading a Program Management Office (PMO),
establishing standard operating procedures for delivery of managed services, maintaining client satisfaction,
establishing development paths for engineers, developing responses to RFP’s, consulting and managing client projects.
District Service Manager(Lehman Brothers) 03/98-02/00
Promoted to onsite Global Program Manager for one of Inacom’s largest accounts, Lehman Brothers. Was the
principle lead for Lehman’s Global Life Cycle Services issues and business development in the US, UK, South
America, Mexico and Canada.
New York Logistics Manager 11/97-03/98
Logistics Manager (Merrill Lynch) 07/96-11/97
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EDUCATION AND TRAINING
Saint Thomas Aquinas College
Sparkill, NY
Bachelor of Science, Business Administration – Major concentration in Sales and Marketing
Training: Selling Infrastructure & Outsourcing Services, ITIL Foundations, ITIL Continuity and Availability
Management, ITIL Service Level and Capacity Management, ITIL Service Desk and Incident Management, ITIL
Problem and Change Management,
Technology Competencies
Windows NT 4.0, 3.1, 95, 98, 2000, & XP, MS Office suite, Lotus Notes, Oracle, Concord, SMARTS, Siebel, Unix,
Data Center Operations, Cisco Networking and Storage.
Resume- Christopher Butler 3
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