Service Management

Service Delivery Executive

Over ** years experience winning major deals for my company and becoming a trusted partner with the key client decision makers. I bring confidence to clients that we will deliver what we agreed too, and have spent 20 years designing MSA/SOW, ensuring that all SLA’s are maintained. I am passionate about my ability to balance service excellence and company profitability.

Selected Career Highlights

During my 18 years at ATOS, formerly Siemens IT Services, I have been able to remove millions of dollars in cost while preserving human capital. I believe this is my strongest asset: to offer the ability to reduce costs and drive healthy margins.

As a Managed Services Executive I have the ability to become a quick trusted advisor to clients and vendors. I have demonstrated the ability to balance contractual obligations and customer satisfaction while maintaining health margins.

Took a 2 year project at a very large bank in the Pacific Northwest and was able to right size the project that lead to Siemens winning a 5 year, $360 M outsourcing contract. We were able to win this over the existing provider and saved the bank $50M a year over our competitor.

Background in ITIL, with a Certification of Foundation in IT Service Management.

CRM is a strong area of mine; clients trust me and I have a proven track record.

Excellent track record of setting up Global Service Desks around the world and have ran them for over 15 years.

Spent 1 year in Europe turning a very large financial account around. Received an award from the clients CIO for my accomplishments.

Managed teams as large as 300 technical staff members to small senior level managers.

Strong P&L experience, including being a key member of RFP process and deal teams.

Professional Experience

ATOS Global Head of Operations-SP Global 2015-2016

Responsible for all operations for SP Global, Network Operations, Data Center Operations, End User Computing. Was able to turn all of SP Global Operations around in 8 months; went from missing service level agreements to attaining them. Was a leader of Client Management; customer requested that I take over operations.

ATOS Global Head of Service Delivery 2012-2015

Head of End User Computing for McGraw Hill Financial.

I was responsible for all Service Delivery Management around the globe for each of the clients business units. Responsible for SP Global monthly CIO Governance meetings, strong leadership with clients at C-Level positions. Was able to drive net new revenue to the top line of excess of 18M annually. Responsible for standing up End User Computing and Service Desk around the globe in 38 countries. Responsible for standing up a disaster recovery for Manila in KL. During hurricane Sandy, I received praise from the CIO for my efforts of jumping in and being at ground zero the next day and coordinating all of the cleanup and recovery efforts.

ATOS Director of Service 2011-2012

Spent 1 year in Europe turning the Towers Watson account around. Worked as Global Leader for the account, both for EMEA and APAC. Completed 3900 WIN 7 Migrations. Able to maintain contract-Value 130M.

Siemens IT Solutions & Services Vendor Management 2009-2011

Worked with all of MetLife’s vendors (Xerox, IBM, HP, AT&T) to resolve issues. Managed special projects for MetLife and Siemens. I was a trusted partner on multiple accounts and resolved all issues (Nike, UHG, XL, JPMC).

Siemens IT Solutions & Services West Region Service Director 2005-2009

IT Outsources, Account Management and customer satisfaction for clients west coast region. P&L experience; the west had 200M in revenue, at WaMu I was responsible for 20M of the P&L for desk side. Leader in developing solution alternatives, selecting delivery methods, negotiating work scope, identifying resource requirements and developing the delivery team, which included vendors and sub-contractors. Assisted and directed all phases in the new outsources deals in the west. Provided cost leadership, reducing overall information technology costs after transition by 47% at WaMu contract. Accountable for the successful completion of each deliverable as requested by the customer, while adhering to enterprise architecture standards, information security policies and change control guidelines. Managed expenses and responsible for meeting technologies budget through meetings and communication with senior level technologies and business executives plus P&L management. Developed plans to meet SLA’s, track and report progress against missed SLA’s. Full P&L management and budget planning.

Siemens IT Solutions & Services West Regional Manager 2000-2005

Acted as a direct interface, providing the liaison between the Regional Director/Project Office, delivery management team and the customer. Effectively developed and managed the relationships with senior business partners and vendors to ensure our work met the client’s expectations. Owner of product financial issues on select accounts that were my responsibility. Responsible for providing projects and people management at a team level to meet quality, schedules, milestones and budget commitments. Hired and managed a highly skilled technical staff with included project managers, system administrators and business systems analysis.

Siemens IT Solutions & Services Service Delivery Manager 1999-2000

Managed a geographically dispersed team for the Qwest Account, consisting of System Information Technology Specialists, supporting more than 3000 servers in a complex Novell and Windows environments at the NOC. Full P&L responsibility. Developed security practices for the client environment. Exercised total project management responsibilities on infrastructure projects. Managed the client’s larges server farm on a 24x7 basis. P&L responsibilities for the NOC and server environments.

MetLife Various Positions 1986-1999

Positions included Desktop Engineer, Developer, Network Engineer and Management. Supported 800 End Users on the desktop position (Break Fix & SW). Developed XICs code for Xerox for mainframe printing. Supported AS/400 operations along with mainframe printing. Supported Banyan Vines as a Network Engineer, Window NT.

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