Service Exec

James W. Steele

***** ********* **** ******: 214-***-****

Frisco, TX 75033 ************@*****.***

Career Summary

**** – Present Wheel & Tire Guys LLC

Founder/Interim CEO

**** – 2019 Dimension Data

Vice President, Professional Services

Group VP, Managed Services

2014 - 2016 Enabling Managed Services, LLC

Principal & SVP, Enterprise Services Consulting

Dimension Data

Aruba Networks

2001 – 2014 Avaya Communications

VP Private Cloud Services

Service Vice President Account Mgt.

Sr. Director IT Managed Services

Sr. Director Global Contract Renewal Mgt.

Managing Director Global Client Services

Director Global Technical Support

Director Global Network Support Services

1997 – 2001 Lucent Technologies

Director Security/Network Support Services

Senior Manager Network Support Services

Manager Network Support Services

Supervisor Global Service Mgt.

1996 – 1997 Octel Communications Corp.

Project/Program Manager

Senior Field Service Engineer

1994 - 1996 Ameritech/AT&T

Field/Installation Technician

11198 Yorkshire Lane Mobile: 214-***-****

Frisco, TX 75033 ************@*****.***

Executive Profile

Results-oriented and multi-faceted executive leader with 20 years of global experience in Telecommunications, Software, Cloud, Data Management and IT industries. Leading and driving change, positive business results and business transformation in software and hardware sales, customer service, professional services, and application development in the small/mid-market, service provider and large enterprise marketplace.

Areas of Expertise

Customer Service & Support Business Management Business Operations Network Management Turnaround & Business Transformation Driving Change Sales Operations Cloud Sales & Support Call Center Management New Business Development Consulting Global Staff Management Entrepreneurial/Startups Data Management Process Management & Improvement Managed & Cloud Services

Professional Experience

Wheel & Tire Guys LLC. Jan 2019 – Present

Founder & Interim CEO

Strategic inventor and consultative partner as interim CEO in new startup selling OEM (original equipment manufacturer) wheels and tires through wholesale and retail channels using eCommerce go to market sales models.

Delivered $450K revenue @ 38% profit margin

Implemented online go to market strategy with <18% SGA

Operating 100% debt free

Developed and designed end to end processes and systems for procurement, order management, and distribution resulting in:

oExceeded quality standards achieving 99.7%, 99% on-time fulfilment, 4.5% click through to sales conversion rate, 99.5% positive buyer experience, Top Rated Seller status, number 1 google return without google fees/promotions

Dimension Data Jun 2018 – Jan 2019

VP, Americas Professional Services

Executive leader responsible for rapid business improvement, client stabilization and turnaround of Region Professional Services Organization delivering standard and complex programs for managed services clients with $250M of total contract value.

Implemented standardized Key Performance Indicators with business targets resulting reduction of time to revenue by 15%

Developed and implemented project/program quality management system driving reactive escalations to less than 5%

Redesigned and implemented end to end processes and procedures improving on time delivery from 20% to 65% with positive trend

Created formal “bid support” function providing sales engagement with baseline of 70% alignment of final “as sold” program design compared to as implemented low level plan

Reduced program cost by implementing cost management systems and methodologies providing 30% cost improvement with month over month positive trend

Drove 20% in account revenue growth with implementation of Program Change Management structure

Activated client specific stabilization focused actions preventing loss of $30M ACV and reduction of forecasted cost overrun from (25%) margin to break even with recovery projection to 15% over 12 months

Group VP, Managed Services Feb 2016 – Jun 2018

Managed Services and Outsourcing executive responsible for business transformation in global services business unit supporting complex go to market engagements, offer development, service delivery strategy and commercial modeling.

Leading business transformation strategy for Managed Services across 4 business functions; Globalizing MS Delivery, Portfolio/Offer Standardization, Go to Market & MS Platform resulting in YoY Margin Improvement of 5%-7%, Topline CAGR of 11% - 13%, Improved Revenue Retention of 10% and Revenue Expansion of 6% - 8%

Designed and implemented best in class global Managed Services Delivery Model across 5 regions utilized as global standard for 4500 service professionals

Client Advocacy Program resulting in shift from 0% to 17% YoY expansion, 0% client retention to reference account, double digit monthly major outages to stable environment and improved margin 7% to 24%

Implementation of Global Managed Services Governance and Compliance office for Go to Market (Sales), Product Development, Process & Policy Adherence, Client Contract & Master Data Management. 1000’s of critical business risks mitigated or accepted.

Introduced operational model using public and private cloud services business unit as infrastructure standards behind managed services client engagement

Enhancing Global Services Orientated Architecture platform to close gaps in ability to support proactive versus reactive support model; passive/active QoS management, application performance monitoring, automation and event correlation/enrichment as differentiation between support and managed services

Enabling Managed Services, LLC May 2014 – Feb 2016

Principal & SVP, Enterprise Services Consulting

Founder and co-owner of consulting firm responsible for multiple areas of developing, growing, implementing and driving change in enterprises working towards an optimal Support Services, Managed and Cloud Services Operating Model for global multimillion/billion dollar organizations.

$8M USD revenue at break-even year 1 with 5 year projection @ $30M USD via multiple consulting engagements; Aruba Networks and Dimension Data

Completed business gap assessment, developing vision and strategy for key clients to transform current business model from enhanced services to managed and outsourcing services model

Developed improvement/transformation plan road mapping and execution plan for global Managed Services business unit

Developed monitoring and management tooling architecture requirements to enable delivery of managed services via ITIL standards

Developed financial improvement plan for key manage services client resulting in client retention, cost reduction of 15%, 50% improvement in CSAT and turnaround of client perception

Engineering shared and dedicated services service model driving higher margin benefit resulting in 20% YoY cost reduction

Implementing best practices for quote to cash cycle resulting in quote delivery 90 days in advance and 1-2 day quote revision turn around SLA with vendor

Developed global sales enablement plan around value prop of maintenance offer against TSIA industry benchmarks

Renegotiated contract with outsourced renewal partner driving immediate 5% cost saving and restructured commission plan based on pay for performance model

Implemented on time renewal strategy creating in month renewal targets resulting in 15% - 20% on time renewal rates YoY

Launched two new service offers; Global Indirect and China with growth of $2M USD over 5 month

Implemented get well plan for DSO backlog of $10M USD reduced backlog of late renewals by 30%

Avaya Communication

VP, Private Cloud/Managed Services Nov 2012 – May 2014

Executive leader responsible for global professional services, service delivery, process development & improvement, quality management and budget management for $650M cloud and IT managed services business unit.

Led growth of Global Service Delivery organization from 800 to 1200 global FTE

Implemented standardized ITIL compliant service delivery model across multi-vendor complex support requirements

Designed service operations improvement resulting in increased and maintained 99.99% SLA Compliance with $0 financial penalties paid over 6 quarters

Improved delivery efficiency from 75% utilized to 85% for incident management by increasing associate efficiency through automation

Created Problem Management organization and implemented global processes

Redesigned Change Management processes and structure, including organized CAB, exceeding customer requirements and expectations with 98% compliance

Developed support model vertical strategy achieving 87% support containment

Established client service relationship management organization focused on delivery execution, customer satisfaction and account management

Implemented Global Professional Services Organization supporting global complex implementations and programs resulting in 97% on time delivery, on budget and with 100% quality compliance

Developed strategy and implemented Cloud Solution Design and Sales Engineering Practice enabling 100% business unit self-containment

Improved quote to cash and revenue recognition cycle time to 97%

Managed internal and external disaster recovery management, planning and testing

Developed Quality Management System & Policy, Risk Management Program(s) & Executive Escalation Management Office

oISO 207000/1 & 20000 certification

oMoM & bi-weekly risk governance program for projects in flight with 100% compliance

oDeal review risk governance program 100% review and risk management compliance

Streamlined delivery processes via LEAN/Six Sigma methodologies

Integrated 3rd party program management & cost management software

Senior Director, Global Contract Renewal Management Jul 2010 – Nov 2012

Senior leader driving business improvement, transformation and development focused on pre-sales operations support, global product registration, technical on-boarding, customer data management and quote to cash tool management through global team consolidation and functional integration.

Global Pre-Sales Operations, Quote and Proposal Management of $1.7B USD.

oImplemented automated and quote tool via 3rd party enabling sales to utilize self-service

oImproved pre-sales proposal delivery to 80% delivered globally 90 days prior to contract expiration

oReduced quote transaction time from average of 150 days to less than 20 days

oReduced unplanned reactive work to less than 20% of overall volume with average of 1 business day turnaround

oImproved first proposal accuracy to 95%

oEnabled global renewal rate improved from 76.9% to 88% YoY

Global Product Registration & Technical On-boarding

oTransformed point-to-point modem-based product registration process to SSLVPN network based solutions using Secure Gateway

oReduced customer installed base data creation by 66% to less than 1 average business day in touch-less automated process.

oDeveloped business requirements and released Global Registration Tool R2 & R3 improving CMBD accuracy

oReduction of connectivity validation issues preventing registration process by 30%

Maintenance Services Order and Contract Management Administration

oImplemented global support structure, standardized process, SOX compliance, quality policy and measurement for high volume transactional order entry

oQuality improvement program reduced transactional defects from 25% to less than 3% error rate

oConsolidated 5 disconnected regional support models down to 2 globally

oCost reduction YoY of 40% using LEAN process improvement techniques

oExceeded SLO targets driving faster contract activation and processing from 30+ days to 3 days.

Managing Director, Global Client Services - Services Strategy & Emerging Markets Jan 2009 – Jul 2010

Executive director driving new growth initiatives across Global Support Services focused on customer satisfaction, cost control, and profitable revenue growth.

New Support and Offer Introduction: Remote Preventative Services

oReduced demand by 15% globally via new proactive support offer delivering preventative

oIntegration with university to include Avaya technical training into college curriculum with intern to full time employee conversion of 80%.

New Offer Development: Multi-Vendor Support

oGrew revenue by $350M organically via new offer supporting integrated solutions in the adjacent market

oCreated organic revenue stream of $50M for under and uncovered assets through up-sell and lead generation campaign

Services Vice President - Account Management May 2006 – Jan 2009

Executive leadership role including P & L responsibility of Maintenance, Professional and Managed Services revenue with emphasis on using VoC as key driver to delivery change and excellence.

Managed $760M USD revenue; planning, forecasting and quota attainment for Western US and Canada

Go to Market Sales and Services Strategy Board Member delivering 30% improvement of quote to cash cycle and process.

Attained contract renewal rates @ 97% Canada, 89% Western US.

Reduced revenue erosion from 7% to 3% YoY.

Implemented discount approval schedule of authorizations, process improvement and reduced field discount average from 32% to 19%

Reduced sales outstanding by 25% from point of contract signatory to order and revenue recognition process

Director, Client Services – Global Technical Support Feb 2003 – May 2006

Responsible for global senior technical support organization delivering maintenance services for install base of small, mid and large customers.

Implemented internal knowledge management program focused on knowledge article creation, submission, review and publishing processes delivering 45,000 published articles.

Steering committee team member of customer support council enabling internal content to become searchable and externally accessible via support.avaya.com. Improving self-help capabilities and reducing inward demand by 10% over 24 month periods.

Introduced global support forums and collaboration capabilities with one to many chat sessions

Implemented dedicated support model reducing demand by 18%

Developed technical mentoring programs improving transactional CSAT from 3.1 to 4.2

Other Professional Experience

Avaya Communication

oDirector, Network Support Services Apr 2001 – Feb 2003

Lucent Technologies Sep 1997 – Apr 2001

oSenior Manager, Network/Security Support Services

oService Delivery Manager, Network Support Services

oDelivery Supervisor, Global Service Management

Octel Network Services Mar 1996 – Sep 1997

oProject Manager

oField Service Engineer

Ameritech – Communication Technician Jul 1994 – Mar 1996

Education

Gonzaga University – Master of Arts, Organizational Leadership

Capella University – Bachelor of Science, Business Administration

Certifications

Certified SAFe Agilist

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