Project Customer Service

THOMAS C. RUSSO

**** *******, **, ********, ** **201

Cell: 847-***-****

***********@*******.***

www.linkedin.com/in/tomrusso110

EXECUTIVE SUMMARY

Senior IT Executive… with proven track record of solving complex business problems through the use of people, process and technology, all resulting in the delivery of significant business results.

Consistently delivering large scale application development, AO, BPO and BPaaS solutions and services worldwide, in highly complex business and technology environments, in multiple industries and geographies.

PROFESSIONAL EXPERIENCE AND SELECTED ACCOMPLISHMENTS

Independent Consultant – BPaaS Space – Chicago, IL 2015

Independently consulting and working with multiple companies assisting, coaching, and driving the creation of new cloud-based BPO business offerings (BPaaS). One-to-many offerings, consistent business process cross client, powered by state of art cloud technology, delivered in a consumption based model (BPaaS).

Focusing on new offering definition, business case, value prop, target market, go to market strategy, competitor strategy, cost model, pricing model, support model, licensing, legal, marketing, build it process-wise, build it tech-wise, staff it, sell it and then launch it, and run it. Deliver consistent business process results, and business outcomes.

ACCENTURE – Chicago, IL 2010 - 2015

During period, held significant leadership roles on the following ACN client accounts:

Accenture/NetSuite – Finance + Accounting BPaaS Joint Initiative (2014 – 2015)

NetSuite: $414 million provider of Cloud-based ERP SaaS solutions, world’s most deployed Cloud ERP solution, Accenture: $30B provider of consulting, system integration and outsourcing services, world’s largest provider of F+A BPO services

F+A BPaaS Offering Development Lead

Responsible for development and rollout of F+A BPaaS offering definition (sales and run playbooks, internal/external marketing and training materials, costing and pricing models, sales demos, integrated support models, pipeline management…), new ACN BPO offering

BPaaS offering target market is $500M+ companies that require the speed to market, cost savings, scalability and integration of a Cloud based NetSuite ERP solution which powers ACN F+A BPO delivery services, presently 15+ active deals in pipeline .

Drove development of NetSuite solution extensions, and enablement of offshore ACN BPO delivery team in preparation for client #1, to reduce startup duration by 50%.

Worked directly with NetSuite towards agreement on significant JI deliverables (standard global MSSA and pricing model, SLAs, success measurements) to ensure consistency and increased speed to value across all deals in portfolio.

Offering development and enablement completed in 2013 - 2014, offering soft launched in April 2014, fully launched in August 2014.

Integrys – Chicago, IL (2014 – 2014)

$5.6 billion provider of regulated and non-regulated energy delivery

Application Development Recovery Lead

Short Term Assignment - Responsible for assessing overall project situation (issues, work plans, processes, productivity, project team, metrics and governance structures…), and creating detailed project recovery plan

Defined project-wide set of tangible people, process, technology improvement actions designed to attack significant project budget and schedule variance issues, secured ACN and Integrys executive steering committee approval to invest and launch recovery program.

Project 6 months behind schedule, 150+% to budget, in danger of not meeting necessary launch milestones. Project has since turned around and is delivering to revised budget and schedule, and performing well in test phases.

Astellas Pharma – Northbrook, IL (2013 – 2014)

$2.5 billion provider of innovative and reliable pharmaceutical products

US AO Service Delivery Lead

Responsible for leading global delivery for a $6 million, 75+ person (90+% offshore), 40+ application, 24x7 application outsourcing operation, servicing all US business units

Completed operational transition activities from prior AO provider to highly offshore team resulting in a reduction of cost to serve of 33%.

Drove enhancements to process documentation, metrics and significantly expanded QA process checkpoints to ensure production uptime, successful business process execution and delivery to all SLA/KPI metrics, resulting in improvement from 65% to 95% green.

Served as the onsite communication point to all client leadership (daily status, escalations, weekly and monthly formal governance, relationship building and strengthening).

Whirlpool Corporation - Benton Harbor, MI (2010 – 2013)

$18 billion worldwide manufacturer of consumer appliances.

Global AO Service Delivery Lead

Responsible for leading global delivery for a $15 million, 300+ person (85+% offshore), 800+ application, 24x7 application outsourcing operation, servicing 5 WHR regions, 30+ WHR business units worldwide

Transformed AO support operating model from regional to global to leverage economies of scale in terms of leadership, talent, consistent process and metrics, resulting in a true world-wide, world-class support operation and a reduction of cost to serve of 33%.

Implemented extensive operational/continuous improvement programs focused on reducing total ticket intake, resulting in a 65% reduction in Severity 1, 2 application outages and disruptions to the core business processes world-wide (demand planning, procurement, manufacturing, warehousing, distribution, finance and accounting, HR, sales/marketing, customer service

Drove standardization of process and technology to allow for decommission of 15% of the expansive application portfolio world-wide resulting in a $5 million year over year HW, SW and maintenance savings.

Drove efforts to reduce aging of existing open ticket backlogs from 2+ months to less than a month, resulting in a 25% increase in business satisfaction.

Consistent delivery relative to operational SLAs, and on-time/on-budget delivery of project/enhancement requests resulted in a 5 year, $65M contract extension.

HEWITT ASSOCIATES, Benefits IT - Lincolnshire, IL 2009 – 2010

$1.5 billion worldwide provider of benefits outsourcing and administration services.

Global Benefits IT Application Delivery Lead (2009-2010)

Responsible for leading delivery for a $48 million, 850+ person (60+% offshore), 100+ projects per year software development organization.

Drove operational improvement programs resulting in 5% annual increase in capacity saving $2.4 million in operation costs.

Improved project management performance (on budget, on schedule, minimal rework, and quality) by 15% within 6 months by focusing on metrics, skills building, mentoring, and extensive project reviews.

Improved onshore/offshore interaction model increasing delivery efficiency 10% while decreasing errors, rework, and budget overruns resulting in a true world-wide software development operation.

ACCENTURE, BPO Technology - Chicago, IL 1987 – 2009

$2 billion worldwide provider of Business Process Outsourcing (BPO) services to the learning, HR, procurement, and finance and accounting markets.

Global Senior Executive - Director of BPO IT Development (1997-2009)

Responsible for leading delivery for a $30 million, 500+ person (50+% offshore), 50+ projects per year software development organization.

During tenure, was senior leader of all development and software quality groups responsible for providing the underlying technology solutions that power ACN Learning, HR, Procurement, Knowledge Management and F+A BPO services

Created visible definition of desired culture, yearly priorities and success metrics to help focus the efforts of the organization enabling it to support $2 billion in revenue.

Created offshore BPO India and Manila Development Centers saving $5 million annually in software development and testing. Unit grew from zero to 250 FTE in seven years.

Created global software quality engineering (SQE) organization, utilizing extensive use of automated testing tools, testing metrics and process resulting in meeting 100% of service level agreements with less than 5% in project and production budget overruns. Unit grew from zero to 180 test engineers within seven years.

OTHER ROLES WITH ACCENTURE

Senior Program Manager (1995 – 1997)

Development Manager (1993 – 1995)

Developer/Team Leader (1987 – 1993)

EDUCATION

University of Illinois – Champaign/Urbana, IL

BS, Electrical Engineering 1987

University of Chicago – Graduate School of Business, Chicago, IL

MBA, Marketing/Corporate Strategy 1992

OTHER PROFESSIONAL ACTIVITIES

Accenture Learning Global Community program lead 2004 – 2008

Accenture Learning Global Mentoring program lead 2004 – 2005

Contact this candidate