Service Executive

Paul Teodorescu

■ 862-***-**** ■ ********@*****.***

Orlando, Florida

EXECUTIVE MANAGEMENT

Leadership & Execution / Strategy Development / Innovation / Business Process Improvement

PROFILE

Accomplished and results-oriented executive with proven track record of leading organizations in creation of new services that increase end user experience and position IT as a business partner. Accountable for driving effectiveness and efficiency by managing budgets of over $10 million and up to 100 staff. Proven leader with the ability to identify and capitalize on individual strengths, motivate teams and implement vision to achieve business goals on a global level.

Core competencies include developing winning teams, strategy and execution, leading change, innovation and ideation, using data to drive decisions, client centricity

SELECTED ACCOMPLISHMENTS

Led innovative transformation of enterprise’s digital information operations to keep pace with market needs through a global Service Management function across many verticals and regions, by breaking down barriers through strong influencing. Leading Change & Building Coalitions

Accelerated innovative transformation strategy to convert enterprise’s digital information systems and implemented industry recognized cloud-based solutions and identified cross-functional collaboration opportunities to drive commitment and a common value methodology. Leading Change & Results Driven

Enhanced user experience as a trusted business partner with transparent services to enable business growth and reduce operational costs. Leading Change & Results Driven

Established group wide programs meant to simplify processes and increase team productivity through a regular cadence of short-cycle improvement discussions. Results Driven & Business Acumen

Set the framework for high performance and reliability of the Service Management function through industry recognized metrics, in partnership with development and operations teams, while driving consistency and transparency. Business Acumen & Building Coalitions

PROFESIONAL EXPERIENCE

Wyndham Destinations, Orlando – 2017 to Present

Sr Director, Head of IT Digital Workplace

Overview: Lead the standardization of the IT Client Services function and IT systems’ alignment, while revitalizing new technology adoption.

Selected to build and lead a new IT Client Services function during period of significant pressure (built team of 10 processes and program leads, covering relationship, demand and execution management for annual portfolio of 45+ initiatives with $10M capital budget).

Developing and managing the vision of a Digital Workplace (where associates can do their best work from anywhere and anytime) through processes standardization and simplification, through a maturity model of all IT support services.

Designed and implemented new service approval process ensuring all reuse and strategy requirements were evaluated prior to seeking funding approval, thus eliminating the purchase of unnecessary infrastructure, while acting as the principal liaison between key stakeholders in business and IT.

Driving the execution and setting the pace for IT digital transformation using both quantitative and qualitative research data, while demonstrating consistency, transparency and accountability through a cadence of transformation meetings.

Consistently maintaining 98% SLA attainment, and 95% customer satisfaction while scaling organization for growth, through on-going maturing of the knowledge management discipline.

Driving cultural change and transformative processes through strong influencing and establishing close working relationships, credibility and trust with key leaders and represent the voice of independence amongst the leadership team.

Firmenich, Switzerland – 2015 to 2017

Sr Director, IT End User Compute

Overview: Delivered client services and reduced IT expenditures resulting in organizational realignment, system refinement and significant cost savings, while improving end user experience.

Reduced FTEs in IT organization by 20%, saving more than $2 million per year through the development of higher standards, new hiring profiles and cross-training programs while managing a budget of $6mm.

Successfully implemented a global Service Management function and migration to a modern cloud-based platform (ServiceNow).

Saved $3 million through aggressive negotiation of contracts and pricing for managed services on a budgeted $10 million for hardware/software purchases and consulting services.

Coordinated a major $1.5 billion acquisition and led the IT Client Services function, which added ~5,000 additional associates.

Citigroup, New Jersey - 2012 to 2015

Director, IT Client Services

Overview: Oversaw all facets of end user support for financial advisors and call center associates. Directly responsible for the department’s budget, project management, and delivery of services.

Delivered a 20% increase in Production Stability for over 300 branch offices and 7,000 Financial Advisors by implementing a Global Production Support model and ensuring process adherence, while not sacrificing service levels to business units.

Increased user efficiency by 30% by re-configuring end points to leverage data center virtualization and reduce on-site support by 50%.

Coordinated the implementation of controls resulting in a 50% reduction in annual IT expenses through policies such as contract renegotiations, changes in data retention policies, virtualization, and systems lifecycle and maintenance.

Represented the function and the IT organization effectively with internal and external customers, including communication for major outages (led Hurricane Sandy recovery efforts for transition of services from Primary to Secondary Data Center and back with no business impact or downtime).

UBS, New Jersey - 2007 to 2012

Director, IT End User Services

Overview: Managed Corporate IT support organization with responsibility for all IT Client Services functions.

Reduced risk and improved communications to the Business for major incidents, enabling effective triage and mitigating risk for production outages, facilitated workaround and communications discussion by the business units involved.

Improved system performance and support by implementing desktop management and monitoring for more than 15,000 associates.

Acted as the ultimate point of accountability and responsibility for all end user escalations for any performance related issues

Career Notes – previously held positions of Service Delivery Manager at Merrill Lynch between 2000 and 2003, and Information Analyst at Department of Defense, Romania until 1995

EDUCATION/TRAINING

CUNY School of Professional Studies

Master of Science in Business Management and Leadership

Bachelor of Science in Business

Military Academy of Land Forces – Romania

Bachelor’s Degree in Military Science

Certifications

Design Thinking for Innovation

ITIL Certified

Scrum Master

Six Sigma Green Belt trained

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