Manager Service
Resume:
Yousuf Khan
Ashburn, Virginia.
***.****@*****.***
SUMMARY AND PROFILE
Yousuf is a seasoned and high performing leader working at strategic level to lead and maintain the Information Technology Support and Service Management organization at optimum balance between efficiency and cost effectiveness. Yousuf believes that there is no “one size fits all” scenario in today’s dynamic corporate environment. He works best as a change agent and drive towards setting up goals, roadmaps, and achieving result through team building, collaborative effort, partnering with stakeholders and continuous improvement initiatives.
Yousuf comes with outstanding records of achievements and success, combining with 20 years of industry experience with leading multi-national companies in global environment such as IBM, URS (AECOM), Digital Globe, Cristal etc. with hands-on managing capacities of multi-tiered teams in Americas, Europe, Australia, Middle East, Asia and offshore offices.
Yousuf understands the global nature of today’s business and have successful track record of building a Global Service Desk team in India from ground up as a strategic offshore back office support. He believes in “Think Global, Act Local” mind set to be passionate about the business, priorities, and company directions to customize solutions and lead a large organization.
Some Recent Accomplishments:
Deployed - ServiceNow ITSM, Altiris, KACE, Zoom, JIRA
Managed / rolled out Change Control Process, established CCB
Office 365 and various Windows project including Barracuda
Implemented End 2 End – Incident Management per ITIL recommendation
Built an offshore 24x7 Global Service Desk in India
Managing Service Desk, Desktop and Operations Engineers (Tier1 to 3)
Introduced and implemented global standards for systems to support the end users
Some positions held:
Sr. Director of IT Service Management in a global environment
Director of Global IT Operations & Support – Organization of more than 50 IT professionals globally in Level 1 through Level 3
Regional IT Manager – managing multi-tiered teams in US and Canada of 39 Individuals
Enterprise Operations Manager with “DoD Secret Clearance” for Govt. Contractor
IBM Service Delivery Manager
IBM Data Center and Distributed Infrastructure lead in a multi domain environment
Exposures in both insource, outsource and hybrid environment
PROFESSIONAL EXPERIENCE
Comscore Inc., Reston, Virginia
Sr. Director of IT Service Management
06/2018 – Present
Key Responsibility: As the head of IT Service Management organization, I am not only managing and leading several functions and teams, but I am the owner of IT Service Management issues. This role enables me to oversee and influence teams outside of my own organization such as Infrastructure, ERP, Applications etc. identify gaps and come up with solutions with collaborative effort. I am working as a change agent and introducing new and updated processes, deploying new tools, many continuous improvement projects and initiatives with multi-million-dollar budget.
1. People: Managing IT Support Organization (50+) including managers, leads and supervisors.
As cost-effective support strategic measure, I have built (and) managed an offshore remote support team in India as back office support for the global company
Created global support model, broke away from regional support model and initiated a globalization effort to support company with global standard.
Providing strategic directions towards achieving results according to business needs
Focus on team building with clear vision and consistent improvement initiatives
Ownership role for several KPIs for the entire IT tower in the company
Partnered with HR on various performance management tactics to effectively manage
2. Process: Introduced, created and established (some first time in the company)
Established processes for improved “End 2 End Customer Experience”
Re-engineered Knowledge and Incident management to focus on best practice
Introduced and established Change Management Process for systematic approach
Established internal support SLA for faster resolution – first time in the company
Initiated global collaborative effort to structure Problem Management process
Conducted companywide Customer Satisfaction Survey globally
Participated in creating multiyear road map and several KPIs
Maintained and ownership of budget including multiple cost centers globally
3. Technology: Deployed, coordinated and improved some of the followings:
Owned and Deployed Incident Management tools in global environment
Designed and implemented electronic Catalog system for On-boarding
Deployed Self Service Portal to automate and faster resolution of user needs
Owned global server patch management
Ownership of company-wide global Asset Management system
Cristal USA, Baltimore, Maryland
Director of Global IT Operations & Support
06/2012 – 06/2018
I was heading the entire IT Operations & Support organizations for a global company. Location includes Americas, Europe, Australia, Middle East and Asia. I was managing multiple tiers of IT professionals, for an organization of 60+ personnel, both full time employees, contractors, off shore offices and vendors, consist of System Engineer, Global Service Desk, various process owners, system administrators and support personnel.
Partnered with business to work closely with senior leadership including C level leaders, all levels of customer management, PMO and other functional leaders to support their functions and ongoing and project needs.
URS Corporation (AECOM), Denver, Colorado
Regional IT Support Manager
12/2010 – 05/2012
I was in charge of 5 IT Support Teams including Global Service Desk with 3 Managers throughout USA and Canada and part of Europe. One of the major focus area was to build teams, build support criteria, create processes from the scratch when URS started its IT strategy from outsource to insourcing model.
DigitalGlobe Inc., Longmont, Colorado
Enterprise Operations Manager
June 2008 – September 2010
DigitalGlobe Inc. a Satellite Company and Government Contractor in “Defense and Space” industry, managing global Service Desk and Data Center. Taking ownership of the entire IT operations including working closely with C level leadership, external and internal customers
IBM Corporation, Boulder, Colorado
Service Delivery Manager
1999-2008
As Service Deliver manager for a few large accounts, I was responsible and the POC between external customers, all levels of internal IT teams and senior management teams for periodic reporting, SLA monitoring, recommendations for system health, upgrade and budget process.
EDUCATION AND CERTIFICATIONS
Regis University - Denver, Colorado.
Bachelors in Computer Network with a minor in Business Administration completed.
1) ITIL Expert - V3, 2) HDI Support Center Manager (HD-SCM), 3) MCSE – Windows 2000, 4) Advanced Networking Protocol, 5) UNIX Solaris
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