PMO Management Executive

Richard (Rick) J. Citrin, PMP, ITIL, CPIM

Durham, NC 27712 609-***-**** *****@*******.*** www.linkedin.com/in/rickcitrin

PMO Management Executive

PMO Leadership Business-IT Alignment Performance Turnaround Staff / Financial Management

IT executive with expertise managing PMO operations supporting enterprise-wide infrastructure/application management services contracts for global organizations. Proven capacity to assess internal/external customer needs, translate business needs into technical requirements, and develop/prioritize strategic initiatives aligned with customer business objectives.

Track record of turning around underperforming projects and outsourcing contracts, improving SLA attainment and C-level customer satisfaction, and surpassing revenue/cost control targets. Experienced working across global geographies/cultures and in public/defense, manufacturing, automotive, petroleum, banking, insurance, utility, IT, and telecom industries.

Leadership Strengths & Value Delivered

Client Satisfaction & SLA Attainment

Business/IT Requirements Analysis

Service Delivery Quality Improvement

Project Management Lifecycle

Risk Assessment/Mitigation

Vendor/Contract Management

C-level Client Relationship Development

Cross-functional Stakeholder Relations

Project Scope & Business Case Definition

Professional Experience

IBM Corporation 1997 to 2014

Senior Project Executive (1997 to 2005; 2010 to 2014)

Business transformation executive tapped to optimize performance of a range of business outsourcing contracts supporting key corporate clients across numerous market sectors and global geographies, leading delivery organizations of up to 1,000 professionals. Partnered with C-level customer executives to establish and enhance governance and service modules. Scope of oversight included PMO management, full P&L accountability, contract management/negotiation, SLA fulfillment, audit compliance, customer satisfaction, and business development.

Managed ITIL-compliant infrastructure services and application management services outsourcing contract and oversaw software, hardware, and consulting LOBs for Mexico-based insurance industry client:

-Cultivated strong relationships with C-level client executives, drove Service Improvement Program across all LOBs, and redesigned governance model to ensure fulfillment of client needs and improve reach to CEO level.

-Grew customer executive satisfaction rating to highest level in several years, leading to account removal from the critical site list; negotiated 1-year contract extension and new 5-year contract.

Spearheaded initiative to improve infrastructure availability/performance for industrial sector client designed and managed remediation plan, leading IBM and client personnel; implemented a multilevel governance structure.

Led short-term initiative to turn around a Latin America cloud engagement spanning 6 LOBs and 4 countries.

Turned around performance of finance work stream of infrastructure consolidation program for public sector client:

-Restored customer confidence via completion of key deliverables, including resolution of gaps in IT financial model.

Trusted advisor to enterprise infrastructure/architecture program during integration of multibillion-dollar global acquisition:

-Led development of M&A IT separation plans across multiple technology domains, managed business requirements gathering process, and advised CTO team on becoming a global integrated enterprise; fulfilled all deliverables.

Selected to manage the company’s largest eBusiness outsourcing contract and first international (U.S./U.K.) eBusiness Hosting Services outsourcing contract greatly exceeded U.S. and U.K. revenue and cost objectives, and drove profitability and outstanding business growth to earn Golden Circle Award for Top Performance.

Recognized for outstanding performance managing/enhancing performance of several eBusiness outsourcing contracts:

-Consistently met/exceeded revenue/cost targets and delivered top results in business growth, profit, customer satisfaction, and application control/project management quality; won Best Fest Award for 100% Club Achievement.

Identified, developed, and mentored key talent; created employee development/succession plans; and contributed to development of training module on working cross-culturally for project executives preparing for international assignments.

Senior Project Delivery Executive (2005 to 2010)

Top operations executive overseeing delivery of ITIL-compliant outsourcing contracts with full responsibility for service delivery, datacenter/technical support operations, client satisfaction, cost management, and operational availability/integrity.

Transformed delivery operations for large infrastructure services outsourcing contract with a Canadian banking client:

-Developed comprehensive ITIL-based delivery/support standards and processes; revamped delivery leadership team, recruiting new talent; and integrated transformation/continuous improvement activities into daily operations.

Managed enterprise-wide delivery of infrastructure operations and data center management services for Australia-based telecommunications company, overseeing a staff of 1,000:

-Delivered critical transformation initiative, earning Global Service Quality Excellence Award;

-Instituted jointly developed application support operational readiness process; led key service improvement program that enhanced patching, monitoring, backup, data center resilience, and India team performance.

Selected to lead delivery operations and IT transformation for infrastructure services outsourcing contract with banking client, directing an organization of 750 employees at peak:

-Improved delivery quality, surpassed revenue growth/cost reduction goals, and propelled client executive satisfaction;

-Completed critical service improvement projects restored customer confidence and met/exceeded all SLA targets.

-Restructured delivery team, eliminating a layer of management and reducing headcount 30% across all levels.

Managed 600+ employees in delivery of $1.5B+ long-term technology outsourcing contract:

-Integral in developing new client solution and securing outsourcing deal with broadest-ever scope in IBM’s history;

-Fulfilled cost and SLA targets, implemented/facilitated significant global offshoring initiatives to India, Brazil, Canada, and Costa Rica; led SOX initiative, and initiated CMMI certification process leading to Level 3 Certification.

Served as conference panelist on Project Executive Mastery (2010), developed a continuing education module on major incident management (2010), and presented at IBM’s 2008 Security Operations Management conference.

Becker Manufacturing – Sterling Heights, MI 1995 to 1997

CIO/Director of Information Technology

Directed IT strategy and operations for Tier 1 automotive supplier with a 24/7 production operation that grew from $300M to $1.5B in annual revenue via acquisition-based growth. Optimized staff quality/quantity and managed a lean technical staff of 8-10 in the development and support of mission-critical EDI system and IT infrastructure sustaining end-to-end order management, upstream/downstream supply chain, and production operations.

Designed/implemented the company’s first disaster recovery plan; initiated ERP replacement program developed master plan, led vendor evaluation/negotiations, and kicked off implementation.

Integral in creating plan for achieving industry quality management certification vital to retaining Tier 1 supplier status.

Partnered with CIO of new Germany-based acquisition and IBM financial/IT consultants to tour facilities, evaluate financial/IT systems, and deliver business integration recommendations to Becker CFO.

Gelman Sciences – Ann Arbor, MI 1993 to 1995

CIO/Director of Information Technology

Oversaw all aspects of IT application development, systems operations, and telecommunications supporting $100M scientific equipment manufacturer. Led a small technical team in the development, optimization, and support of most critical systems, and directed third-party provider in the integration/support of application portfolio.

Forged relationships across all business functions/levels, identified/implemented changes to enhance system functionality for end users, and took on lead role in introduction of a semi-custom sales management system.

Prior Experience: Progressed through early roles with General Electric as a Project Engineering Manager, Industrial Electronics Division and Manager, Manufacturing Systems and Plant Manager, Aerospace and Defense Division. Took on role with Chrysler as an International New Business Development Manager.

Education & Credentials

Master of Business Administration (MBA), The University of Michigan – Ann Arbor, MI (1991)

Master of Science in Electrical Engineering (MSEE), Rensselaer Polytechnic Institute – Troy, NY (1982)

Bachelor of Science in Computer Science and Math, Union College – Schenectady, NY (1979)

Certifications: ITIL Certification: Foundations Level Certified & Masters Level Coursework (2006 to 2007) IBM Certified Project Executive (2004) Project Management Professional (PMP), Project Management Institute (PMI) (2000) APICS – Certified Production and Inventory Management (CPIM) for ERP systems (1988)

Board/Committee Leadership: IBM Project Management Certification Board Member (1998 to 2014)

Additional Training: General Electric Advanced Course in Engineering

Foreign Languages: French (conversationally fluent) Spanish (business communications) German (basic)

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