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Director, Engagement, Delivery, Implementation

Atlanta, Georgia, United States
April 17, 2018

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Doug Allen 404-***-****

Engagement Director Professional Services Leader Client Success Expert Over 20 years of experience leading complex, enterprise-wide Programs, Projects, and Software Delivery engagements for Banking, Financial Services, and Fortune 100 companies

● Client Services

o Adept at being the single point of contact to the client and delivery teams throughout the engagement life cycle

o Excellent customer collaboration and strong relationship-building skills

● Portfolio

o Oversight of software implementations across multiple business units, including multiple simultaneous projects Also, I have delivered larger, more complex custom solutions

● Delivery

o Demonstrated leadership skills through the ability to align delivery organizations, stretching from sales to product development through support, including both direct reports and matrix teams. o Main goal has been to ensure that specifications are met and the initiative is on schedule and under budget, all while delivering a high quality solution

● Strategy and Strengths

o A find-a-way, get-it done attitude. Able to think creatively to overcome obstacles o Establish a trusted adviser relationship that works to ensure client’s overall satisfaction with the product and services delivery

Worldpay June 2017 - Present

Director, Partner Integrations

Responsible for delivering payment-processing technologies to a portfolio of payment partners and national client-partners. Actively ensure partner satisfaction and retention. September 2015 - May 2017

Engagement Director

Responsible for managing a portfolio of Fortune 100 customers, including ongoing project implementations. Driving programs and projects utilizing a SaaS-based solution which includes on-boarding, server provisioning, identity management, vendor access, hardware requests and application access. Completing a 12 month implementation for a Fortune 100 company where multiple business units were engaged for a cross-enterprise solution enabling 125,000 internal employees access to a single-pane-of-glass solution for all corporate-based solutions.

Fiserv March 2011 – September 2015

Mobile App Implementations, Engagement Director

● Mobile Banking App Implementations

o Built a team from the newborn stage into a high performing delivery team in less than 2 years o A portfolio management approach is coupled with data-driven analytics which are both utilized to gain a thorough understanding of almost 2,000 Financial Institutions using the Mobiliti app o Direct and matrix management of in-house and offshore resources, while interfacing with seven Fiserv Business Units and direct contact with the bank’s executive management o Project Portfolios segmented into banks or credit unions and then managed through various product implementations, upgrades, maintenance, enhancements, and support

● Engagement Director for the US Bank mobile banking implementation projects o Aligned the delivery organization for a highly customized mobile banking application o Managed systems integrations teams for Online Banking, Item Processing, Bill Pay, Social Payments, and Data Integrity

o Implemented a ‘Three P’ strategy through building relationships the required People (internal and external), upgraded or redefined Processes where needed and established a concrete understanding that the highest quality Product would be delivered while consistently exceeding expectations

o Utilized and refined customer interaction skills through resolving multiple disagreements between the customer’s internal teams and the trickle-down impact on Fiserv teams InComm – Interactive Communications April 2007 – March 2011 Atlanta, GA Director Product Implementations / Program Manager

● Direct customer liaison and daily interface with multiple customer points-of-contact

● Gift card and Credit card (MasterCard, Visa) transaction processing implementation projects

● Project life-cycle from mid-sales stream continued through entire SDLC

● Managed team of 7 developers and 5 project managers – responsible for budget, software development, issue tracking, escalation, break/fix, deployments

● Provided project leadership and technical direction for assigned staff.

● Identified resources required to complete the implementation and coordinating with internal and external suppliers for those resources

● Managed the relationship with the customer, including frequent interaction with customer executive team.

● Assisted in development of budget for each project, including capital and expense items, and resources. BellSouth Technology Group February 2005 – March 2007 Atlanta, GA Program Manager / Senior Project Manager

Program-level initiatives to assess data integrity and logical financial consistency for multi-million dollar programs within BellSouth Technology Group.

● Utilized various project management tools (e.g. Project, Powerpoint, Visio, and Excel) and PMBOK methodologies to ensure data was correctly aggregated from a multitude of complex financial systems.

● Managed budgets for software and web development projects and general funds ensuring the data was adequate and accurate.

● Communicated at all levels of the organization to effectively lead a matrixed team of individuals responsible for managing multi-million dollar programs as well as general operating budgets.

● Organized, monitored and tracked contract m anagement activities between BellSouth and Accenture.

● Coordinated and managed multiple external vendors and application providers such as Siebel CRM, EDS, and IBM.

Brickstream Corporation January 2004 - January 2005 Atlanta, GA Software Implementation Project Manager

Responsible for the full life cycle of development and implementation of Marketing/CRM software for the Banking (Bank of America), Retail (CVS, Kroger), and CPG (Proctor & Gamble, Budweiser) industries

● Managing multiple software and web development projects ranging from 3 to 11 simultaneous sites

● Reviewed sales opportunities, including addressing specific RFP questions

● Organized project kick-off meeting describing pre-task activities and discussions that were held between team members and management.

● Maintained timely communication of progress and status with each of the projects within the scope of the project, ensuring both timely completion and high level of customer satisfaction.

● Coordinated, scheduled and tracked milestones in order to meet the project goals / milestones and in helping to ensure their timely completion with quality deliverables. My professional career started as a financial analyst and progressed into project/program management. For the first 10 years of my career, I worked with internet start-ups, manufacturing companies, and financial services software companies. I combined my financial management skills with customer relationship management to become a very successful project manager. For more of my career details, please see my LinkedIn profile: h ttps:// EDUCATION B achelor of Arts – F inance W offord College - 1993 Spartanburg, South Carolina

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