Management Service

Jeff Sunderlin

McKinney, TX ***** 815-***-**** *********.****@*****.*** linkedin.com/in/jeffsunderlin

PROFILE

CIO, COO, Senior IT Leader at Fortune 100 level, who strategically directs IT transformation initiatives and managed services projects. Expert at cultivating relationships with CxOs to implement those services.

Leadership approach centers on ensuring customer’s perspective is driving force behind IT priorities. Consistently able to innovate and deploy original solutions that align technologies with business goals.

Success highlights include full-scale turnaround of support organization for NTT DATA Services, to improve service delivery, contract management, and market position. Also, with Dell, awarded $32 million, 3-year renewal extension and additional implementation projects by client for creating partnership resolution to contract dispute.

StrengthsFinder indicates Responsibility, Activator, Arranger, Command, and Significance. Reputation among colleagues as executive with clarity of vision to quickly assess a situation, understand what is wrong and then actually fix it. Record of serving multiple customers well by putting their strategic and operational needs first.

EXPERIENCE

NTT DATA SERVICES Plano, TX 11/2016 to 4/2018

COO, Healthcare Cloud Provider Solutions: Recruited to strategically direct full-scale turnaround. 143-member support organization required complete realignment, as well as infrastructure to institute clear, repeatable, effective processes to position organization for success. NTT serves 1,100 customers, offering Unified Clinical Archive, MEDITECH hosting, Physician Hospital Systems hosting and EPIC hosting services.

Principally direct transformation initiatives, process automation, program management, sales support and delivery of infrastructure services, and application innovation.

Increased Revenue to $63M in FY17 compared to $55M in FY16 an increase of 14.5% with the focus on restructuring the teams, for delivery and consistent communication with our clients. Renewals, new business, and customer focus was part of re-establishing our position in the market for cloud services.

Reduced operations expense to $6.0M in FY17 from $7.65M in FY16 through team realignment and focuss on invoicing and collecting aging accounts.

Recruited front-line staff and management, and cultivated culture of accountability, essential to enhancing definition of roadmap, solidifying contracts, building market position, and boosting financials.

Stepped into an operations role that would have overwhelmed most people. Calmly put great people in place and altered processes that made the immediate impacts listed above. Improving revenue, margin, employee and customer satisfaction.

DELL Plano, TX 2009 to 2016

Client Executive: Conducted C-level client relationship management with clients including Apria Healthcare, Intermountain Healthcare, Centegra Health System, Baylor Scott & White, and Surgical Care Affiliates. Directed delivery of portfolio of enterprise-wide services and solutions encompassing data center hosting, service desk management, systems, storage, backup administration, program management, application and service management. Fully directed complete client engagement lifecycle, from strategic planning, contract negotiation, sales and marketing, business consulting, operations, project delivery and P&L performance. Additionally, steered several account-based teams through various transformation initiatives, including process automation and innovative technology solutions, to drive cost reductions delivering multi-million-dollar impact.

Delivered $100M in renewal and extension by expertly managing key client relationship.

Won $32 million, 3-year renewal extension for creating partnership resolution to contract dispute.

Generated $8M in renewal and extension from client through strong and long-term partnership and company acquisition.

Achieved $2.5M savings by devising and executing plan to increase profitability by $1 million, while improving relationship with client.

Exceeded revenue target 105% and margin enhancement 169%, by exceeding P&L responsibilities for contract values between $8 million and $17 million annually.

Formulated and instituted strategic savings plan boosting profitability $1M and generating $2.5M in savings.

Enhanced reference ability and net promoter score to 80% by consistently providing high-quality services.

PEROT SYSTEMS CORP. Plano, TX 2001 to 2009

Customer Delivery Executive (2001 to 2009): Stewarded change and transformation across IT and its 44 employees, by promoting adoption of service management methodology which positively impacted cost management, performance, and customer satisfaction. In serving clients including Tenet Healthcare, Hospital Partners of America, and Centegra Health System, owned client relationship and steered delivery of contracted project management, program execution, application, and infrastructure services.

Captured $8M in new revenue from existing client by marketing and signing agreement for add-on services. Expertly managed client relationship, increasing hardware purchases to $2M-$3M annually.

Retained $8M annual book of business by structuring new contracts after client filed for Chapter 11.

Identified and secured key account, winning “Best Transition” award.

Generated $1.2M capital savings by migrating client to new data center to allow for additional capital expenditures.

Attained 4.85 / 5.0 customer satisfaction score by launching new service desk within 3-months of go-live.

EDUCATION

BACHELOR OF SCIENCE (BS), COMPUTER SCIENCE DeVry Institute of Technology Lombard, IL

PERSONAL

CrossFit enthusiast, completed the CrossFit Open in 2018 and completed my first Spartan Race.

Facilitate and lead men’s group(s) to help others grow in areas of leadership and character.

Traveling with my wife to explore and see different areas and experience foreign countries.

IT Strategy & Management

IT Operations Management

Service Delivery

System Integration

Project Management

Program Management

Managed Services

Business Analysis

Business Intelligence

P&L Administration

Vendor Selection

Project Leadership

Operational Excellence

Business Process Improvement

Enterprise Architecture

Private Equity

Contact this candidate