Manager Service

John Vicharelli

Address: *** ******** **, ********, ** 28166

Phone: 980-***-**** Email: *******@*****.***

LinkedIn: www.linkedin.com/in/john-vicharelli

Director of Service Delivery / Senior Program Manager

A growth-oriented and reliable expert with relevant experience in expediting transformational changes, process improvements, and operational excellence across multiple industries. Comprehends consumer requirements to drive customer service outcomes, client advocacy, product adoption, and enhanced health scores. An influential executive adept at coordinating cross-functional stakeholders and simplifying complex technical ideals for widespread dispersal. Skilled at managing deadlines and extensive budgets, understanding and outlining priorities, implementing solutions, and generating satisfactory outcomes. Identifies and reverses underperforming strategies to produce optimal results. Recruits, mentors, and leads multidisciplinary teams with consummate finesse. Excels at aligning technological plans with short and long-term business goals to boost revenue. Highly communicative with a penchant for establishing strategic relationships with a large client base.

Skill Areas: Trends & Metrics Analysis P&L Management SLAs Product Adoption Strategic Planning and Analysis Project Management Business Analysis KPIs/Metrics/Success Outcomes Software and IT Service Delivery Sales and Customer Success Leadership Team Building & Training Relationship Building C-Suite Reporting Recruiting & Onboarding

Accomplishments & Highlights

●Managed 25 of CompuCom Systems’ central and western US accounts with $90M in revenue at a 34% gross margin while delivering services to a leading global retailer.

●Collaborated with shipping and logistics teams to build a Critical Maintenance Program for existing and potential customers at Bailiwick Services. Offered same day SLA’s for crucial IT benefits, including POS systems, networking gear, and end-user assets (laptops, etc.)

●Transformed deliveries across a leveraged service model by shifting NCR’s internal culture. Also helped clients reduce work orders and improve service metrics.

●Successfully managed NCR’s $90M+ contracts and met all SLA deliverables for the first time in three years.

●Reduced CompuCom Systems’ overall costs/call by analyzing appropriate metrics and integrating best practices. Drove corporate profits from -11% to 9% in 2006 and 40% in 2009.

●Developed enhanced workflows to reduce customer downtime and procure $250K annually.

Awards: Service Leadership Award (2006) and Eagle Service Leadership Award (2009), CompuCom Systems

Professional Experience

Bailiwick Services LLC, Chaska, MN (Nov 2019-Apr 2020)

Practice Leader

Bailiwick Services designs, deploys, and manages site care for large-scale and complex IT initiatives.

Worked with vendor partners, including UPS and FedEx, to open forward stocking locations (FSLs) and stock the appropriate inventory across the USA.

NCR, Atlanta, GA (Jun 2015-Oct 2019)

Senior Manager, Executive Services

NCR is the world’s #1 POS retail and hospitality software provider for restaurants, retailers, and banks. The company focuses on creating software and hardware for multi-departmental corporate purposes.

Led ATM services for 7000+ ATMs across the nation and oversaw ATM implementations throughout the customer service roadmap.

Collaborated with clients to review service level agreements (SLAs) and analyze KPIs.

Pitched, negotiated, and secured new businesses with existing clients.

TEKSystems Inc., Peoria, IL (2015-2016)

Delivery Manager II

Developed and implemented resources for the engineering, system administration, security, and project management departments.

Presented weekly updates to vital internal and external stakeholders. Measured, documented, and analyzed resource performances regularly.

Drafted and applied a client disaster recovery plan. Researched and provided vetted resources for a government audit.

CompuCom Systems Inc., (Previously GE-IT Solutions), Dallas, TX (2002-2015)

Vice President of Service Delivery, West Region (2014-2015)

Scoped projects and provided SOWs, estimates, and KPIs.

Served as a trusted advisor to executive partners and senior clients, presenting thoughtful and clear product knowledge. Also oversaw all programs’ implementation.

Drove internal organizational change to improve client product implementation escalations.

Director of Program Accounts, Global Professional Teams, Asia and Latin America (2012-2014)

Oversaw 11 accounts delivering $22M in revenue at a 28% gross margin. Managed a team of 550 associates, including two Directors, eight Senior Program Managers, and six Program Managers.

Forecasted and managed budgets, controlled costs by understanding hardware failure trends, and implemented process improvements.

Drafted and presented all new business and contract renewal SOWs comprising pricing, overall scope, resources, and delivery details.

Worked with account reps to customize delivery models according to the clients’ short and long-term goals

Devised and implemented new procedures, improved gross margins and customer satisfaction, decreased production downtime, reduced costs, and enhanced efficiencies.

Senior Program Manager (2005-2011)

Executed all program plans for the Wachovia/Wells Fargo account, including strategic development, budgeting, staffing, and resource allocation.

Managed an IT maintenance and project management team of 14 direct reports and 204 indirect reports.

Coordinated all P&L activities and ensured staff coverage at all times.

Internalized preventative maintenance duties to eliminate third-party vendors

Developed and presented customer performance/goal scorecards.

Served as a consultative resource for all technical projects.

Professional Development & Credentials

Bachelor of Arts: Bio-Psychology, the University of California at Davis

Microsoft Certified Systems Engineer, NT 4.0 (MCSE), 2000

Technical Skills: MS Office, MS Project, MS Visio, ITIL

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