Service Delivery / Program Management / Client Advocacy

Justin M Hansen

St. Louis, MO

(***) *** - ****

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

www.linkedin.com/in/justinhansenprofile

SERVICE DELIVERY / PROGRAM MANAGEMENT / CLIENT ADVOCACY

Skilled delivery manager and program manager highly capable of standing up and leading global service / operational programs to assist large enterprises in achieving their IT technology & network mission critical goals. Extensive experience and knowledge supporting Fortune 500 level client networks and telecom, as well as enhancing the client experience. Successful in developing strategic partnerships to achieve positive business outcomes, grow the business and further strengthen our organizational brands.

Core Competencies

•Service Delivery

•ITIL® Competency

•Program Management

•Managed Services

•Project Management

•SoW/Contract Governance

•Client Advocacy & Business Development

•Leadership

•Decision Making

•Salesforce.com CRM, Reporting and Dashboards

PROFESSIONAL EXPERIENCE

Black Box Network Services St. Louis, MO January 2020 – May 2020

Telecommunications Solutions & Technology

Service Delivery Manager

Overall accountability for service delivery excellence and statement of work (SoW) commercial profitability of Black Box network services, including the client relationship and experience, cross-functional delivery integration, end-to-end delivery quality and ensuring positive business outcomes are realized. Delivered a managed services solution for a large St. Louis Healthcare provider, managing the client’s UC/Telephony environment.

•Created and implemented an operating model strategy to support a telephony environment that consisted of 14 enterprise level Avaya & Cisco PBX UC/Telephony systems, 70,000+ voice terminals and 180+ Media Gateways.

•Accountable for the execution of all contractual commitments, deliverables and RACI matrix activities, as well as coordinating with client and internal teams to address contractual gap areas.

•Collaborated with sales, operations & delivery teams to execute a defined client growth strategy.

•Managed an onsite team that provided business analytics and onsite voice engineering support to deliver service to the client’s voice infrastructure.

•Defined & developed an executive/leadership dashboard to communicate operational and financial health of the overall managed services offering.

•Collaborated with finance to develop and manage client account P&L to ensure SoW commercial profitability .

•Managed a portfolio of executive level reports measuring overall performance and SLA compliance.

Verizon Communications Chicago, IL March 2000 – March 2019

Communications Technology

Global Lead Service Program Manager

Accountable for the overall global IT network service management relationship, governance and operational performance related to the client’s global IT infrastructure & operational program. Managed a portfolio of Fortune 500 clients in the Financial Services and Healthcare industries.

•Implemented and managed an IT network cost savings initiative for a leading Healthcare company that reduced overall IT spend YoY by 40%.

•Oversaw the implementation and deployment of a Managed Network Services project for 300+ locations worldwide for a Swiss multinational investment bank and financial service company

•Established custom global operational governance programs

•Created and delivered executive level analytics and service management dashboards

•Accountable for the performance and relationship of Verizon global service team members (America’s, LATAM, EMEA and APAC) supporting the client.

•Continuously received exceptional scores from key client stakeholders via Medallia Customer satisfaction surveys.

•Created and presented a live Verizon tools and technology training course/demonstration at a newly launched client Network Operations Center (NOC).

•Assisted in the negotiation and execution of multi-year Global Master Services Agreements.

•Salesforce.com SME for Verizon Global Operations dashboards and reporting.

EDUCATION

B.S. Business, Finance, Eastern Illinois University

Charleston, IL

PROFESSIONAL DEVELOPMENT

Information Technology Infrastructure Library (ITIL®)

Project Management Professional (PMP) Training

MS Office

MS Project

ServiceNow

Salesforce CRM

Presentation Skills Advantage

Telecom / Network Managed Services Delivery

Verizon Network Services Products and Technology

Cloud Computing

Software Defined Networks (SD WAN)

Nectar Foundation Unified Communications Management Platform

CERTIFICATIONS

ITIL® version 3 Foundation

ITIL® Operational Support and Analysis (OSA)

ITIL® Continual Service Improvement

Financial Services Industry Acumen

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