Customer Service Manager

Senior Software Delivery Manager

I am an experienced delivery manager with a passion for providing premium

customer service, and a history of infusing that passion in the technical

teams I lead.

Seasoned professional who understands the importance of building trusting

relationships inherent in a successful Managed Services practice

Demonstrated expertise managing senior client relationships.

Results-oriented leader with the experience, dedication, and maturity to

maintain focus and composure under pressure

Analytical planner reducing complex efforts to manageable work packages

Collaborative problem solver working across organization boundaries to get

things done

Work History

Holtzbrinck Publishing Group, New York, NY (via Delta Corporate Services)

Project Manager Business Analyst

July 2013 to April 2014

Reporting to Senior Management, defined, designed and implemented a

mission-critical chargeback system for a newly formed and evolving

infrastructure support organization.

Worked across organizational boundaries to lead requirements and business

analysis efforts, working with stakeholders in the United States, United

Kingdom and Germany

Implemented activity plans to support project objectives and scope, adapted

plans to changing conditions as needed

Succeeded in meeting management expectations under an extremely aggressive

timeframe

Initiated a formal project governance process

Coordinated developer and QA activities using modified scrum techniques

Assisted the PMO in implementing new project and portfolio management

processes

Delta Corporate Services, Richardson, TX

Director Delivery Manager Client Manager Business Development

Clients: United States General Services Administration; QinetiQ North

America

2010 to 2013

Reporting to the COO, responsible for the execution, quality, and delivery

of Managed Services for both public and private sector clients.

Responsible for managing client engagements and working with delivery teams

to ensure excellence in the delivery of Managed Service commitments

Worked across organizations to ensure a proactive approach to client

satisfaction, retention and engagement

Significantly improved client relationships, created expanded opportunities

within existing accounts

Successfully delivered multiple software development and professional

services projects in compliance with US Federal government quality

guidelines

Made significant contributions as a key member of the COO's executive

management team working to rebrand Delta

Coordinated efforts to broaden service offerings by forming relationships

with technically diverse partners

Responsible for staff of 25 PMs, DBAs, Programmers and Business Analysts in

New Jersey, Texas, Virginia, and Washington DC

Named Delta Corporate Services Employee of the Year - 2011

Delta Corporate Services, Richardson, TX

Technical Center Manager Delivery Manager Staff Development Client

Management

Clients: Johnson & Johnson; Texas Instruments Inc; Arizona Public Service;

Rent-A-Center; Sabre Systems

2001 to 2010

Reporting to the COO, responsible for the execution, quality, and delivery

of Managed Services for private sector clients.

Responsible for building trusting relationships, managing client

engagements and working with delivery teams to ensure client satisfaction,

retention and engagement

Leveraged client relationships to expand the existing business base

Worked with Project Managers to deliver multiple software development,

production support, and professional services projects

Developed and implemented delivery processes and procedures based on CMM

and PMBOK best practices

Responsible for staff of 30 PMs, DBAs, Programmers and Business Analysts in

New Jersey, Texas, and Arizona

Grew technical staff from four to 30, working across organizations to

recruit and maintain qualified staff to meet project requirements

Delta Corporate Services, Richardson, TX

Senior Consultant Business Process Project Management Implementation

Support

Client: Johnson & Johnson Inc

1995 to 2001

Texas Instruments Incorporated, Dallas, TX

Senior Consultant Application Development Business Process Project

Management Financial Management

1977 to 1995

Education

Masters of Business Administration

Bowling Green State University

Bowling Green, Ohio

Graduate Assistant - Department of Finance and Insurance

Graduated: December 1976 (3.8/4.0)

Bachelor of Arts, Economics and Business Administration

Albion College

Albion, Michigan

Graduated: May 1975 (3.3/4.0)

Additional Training:

CMM/CMMI Concepts Project Management

ITIL Foundation Effective Interviewing

Business Process Engineering Business Writing and Communications

Business Area Analysis Sales and sales support

Business Writing and Communications SAP Financials

Employee Performance Management Information Strategy Planning

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