Service Manager

Steven C. Webb, PMP

PO Box **** 301-***-****

Kennebunk, ME 04043 ************@*****.***

Profile

Proven ability to think strategically and act tactically.

End-to-End lifecycle management

Track record of leadership with Global corporations.

Extensive experience in operations and information systems development in both financial and non-financial environments.

Ability to communicate with all levels of business and technical staff, and deliver solutions which meet critical business, operational and technical objectives.

Demonstrated accomplishments in re-engineering of legacy systems, manual processes and development of long-term software solutions.

Principal strengths include creative problem solving, communications, information, budget and program management.

Unique skill blending of Systems, Service and Delivery.

Professional Experience

DIMENSION DATA 2015 – Present

Enterprise Principle Service Architect

•Participate in strategic account planning for key global clients.

•Lead in defining the scope of work, service costing models and analysis of RFP/RFI’s for multi-tower $1-50M global pursuits.

•Analyze and identify solution delivery risks and create and execute mitigation strategies.

•Drive internal efficiencies by developing standard tools and processes for regional review and adoption.

•Represent Service, for Dimension Data, at Client workshops and present detailed service solutions.

•Work with the Group Enterprise Services, business units and regional pursuit teams to define roadmaps and milestones, for client engagements, including transition and transformation planning.

BRITISH TELECOMMUNICATIONS (BT) 1996 - 2015

Service Architect

Head of Delivery

Consumer Packaged Goods, Global Commerce and Global Pharmaceutical Sectors

•Design Service Architecture to deliver System/Tools for Global complex multinational IT Network Service solutions.

•Built a robust Project Management team to scope, plan and manage high volume and complex project work.

•Assume lead role for solution and service issues during contract negotiations, including face-to-face negotiations with customers and provide advice and guidance to bid team members engaged in contract negotiations.

•Manage in-life Governance for Change Management, Platform and Major program Transformations to assuring minimal impact to the customer contracts.

•Future planning with Contracts – assist contract teams in identifying system efficiencies and achieve cost and performance improvements by leveraging through system optimizations.

Bid Assurance/Service Introduction Manager Global Customer Service Operations

Head of Release Management

Provided planning and transition leadership for new business and in-life contract management:

Established governance model for Global Customer Service Organization (GCSO) release management. Accountable as the single point of contact for all release activities within GCSO.

Delivered for GCSO the upgrade and relocation from Baynard House to Darby and Rochdale datacenters, which future proofed BT’s incident/trouble ticketing and inventory systems. Considered at the time, the largest technical migration in BT history.

Manage complex, global strategic programs, including customer transformation, introduction of ITIL best practice into BT operations centers, service delivery automation, and product introduction.

Manage requirements specifications, development and subcontractor engagement.

Win New Business – Design and Build, responsible for the operational end to end bring into service for large multinational accounts, ensuring the systems and network features are delivered per contract and to commitment dates.

Head of System Evolution Advanced Engineering, BT Design

Interface to Chief Technology Office functions – BT Group.

Responsible for Global Services systems evolution roadmap and systems impact analysis.

Lead interface into Group CIO and the IT program verticals.

Accountable for definition and delivery of specific systems innovations for benefit of the GS service portfolio. Focuses on the strategic investment, governance and risk mitigation in specific technology systems and/or networks to deliver whole life cycle technical solutions.

Perform analysis, feasibility and strategic fit of high-level projects aligned with the target system architecture. This includes evolution plans, technical architecture and new propositions for specific networks and technologies to deliver revenue or cost reduction targets.

Authored voice evolution strategy which enables network convergence while saving the business $16M in annual operating costs for $6M capital investment.

Authored Ethernet evolution strategy for OSS to enable network deployment and convergence of Ethernet capability RoW.

Head of Voice Service Delivery BT Global Services

Deliver end-to-end systems/IT solutions to meet the needs of the voice program and service developments to the agreed dates and budgets.

Prime customer contact for the product and platform teams.

Manage the $20M systems development budget for the voice products.

Work with business leaders to ensure that the high-level system requirements are fit for purpose, valid and have followed the Product Launch Process, where appropriate.

Provide guidance on appropriate, cost-effective systems proposals and estimates leveraging BT investments.

Senior Manager, Client Services Concert Management Services

Provide IP application support. Project includes 17 operational surround component systems covering Order Entry and Provisioning, Global Mediation, Audits, Traffic Monitoring, Error Management and multiple billing interfaces. Two year $30 million development effort.

Manage Application Service Provider (ASP) development, integration, implementation and life cycle support.

Manage relationships between program stakeholders, Product Marketing, Concert customers and Concert distributors.

Senior Manager, Traffic and Billing Systems Concert Management Services

Development manager Concert Voice Traffic System. Authored Global Mediation requirements.

Manage production system, product launch, downstream integration and communication to global billing systems.

Optimize system performance, ensure data quality, monitor system security and develop user training. Assess new product impact and oversee release/configuration management and change control processes.

Manage System Integration Testing, Network Verification Testing and User Acceptance Testing.

PREVIOUS EXPERIENCE

HYPERION, Inc. -- Director of Operations/Controller

Design, direct and manage Electronic Image Management System (EIMS) for U.S. Air Force Inspector General’s Office.

Direct and manage 10-phase legacy, mission-critical, loan accounting system migration from WANG mainframe to ORACLE Client/Server for USDA.

Analyze, design and implement data warehouse concepts by employing document imaging, OCR technology and CD-ROM.

USA Today -- Controller, Accounting and Circulation Systems

Directed, coordinated and monitored $14 million market operating budget.

Developed, implemented and measured processes for accounting, production and cash processing.

Directed production activities for three circulation and billing systems. Served as liaison between circulation systems and markets in requirement collection, prioritizing, testing and implementation of system enhancements and modifications.

Facilities Management, lease and major office renovation

Wyatt Company -- Assistant Controller, Accounting Operations & Information Systems Development

Recruited core group of exceptional professional and non-professional staff supporting department growth from 27 to 80 associates.

Designed and developed mainframe centralized time and billing accounting system used company- wide to collect, track and report client work in process and accounts receivable activity.

Developed and deployed PC based client-billing system, which resides at 40 offices nationwide. A significant feature is the ability to exchange billing information daily between the central and office systems.

Facility Management

MCI Telecommunications – Senior Manger

Developed Telco Cost Accounting System (TCAS) providing automated means to validate line inventories and costs used in the development of monthly accrual.

Managed the processing growth of expanded network cost from $25 million to over $400 million monthly in combined network costs.

Identified and recovered over $20 million in erroneous billings. Reduced bill processing backlog from 120 to 30 days current without lost of review quality.

Education

University of Maryland

Bachelors of Science -- Information Systems Management

oSecondary Concentration --Accounting and Management Studies

Professional Certification

Program Management Professional (PMP) 2011

ITIL 3 Foundation

Scaled Agile Framework – SAFe 4.0

Dimension Data University Certifications:

oCloud Services

oData Center

oCollaboration

oSecurity

oNetwork Enterprise Services

oEnd User Computing

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