Service Delivery Supplier Manager

William Dougan

Address: Tampa, FL Mobile: 813-***-****

Email: ***********@*****.***

Associate Director - Infrastructure

Transition & Agile Transformation Director Account / Operations Director

Program Management and SLA Management

QUALIFICATIONS PROFILE

A “Strategic Pragmatist” demonstrating exceptional strategic insight and vision, coupled with a wealth of “Hands On” delivery and systems development knowledge and experience (>18 Years) as it relates to Infrastructure Services.

Experience of leading large Global Teams in the delivery of Infrastructure Services (Compute, Data Storage, Network and Security). Implementing tools and automation from scratch and introducing continuous improvement (Cost, Efficiency and Improved Customer Experience). Managing On Premise, Cloud and Hybrid Data Center Services, introducing and managing Best Practice Service Governance and Reporting, and demonstrating management and custodial focus that result in exemplary customer satisfaction.

Managing complex services and defining the service agreement characteristics (SLA, KPI, Change and Improvement Milestones etc.,) to CXO level, managing the implementation and benefits realization of new operational and cost/service improvement models (plus the early conflict and issue management that accompany large scale change) through a rigorous approach tow ownership Operational Service, Supporting Organization and Supplier Chain Management.

Experience of successfully delivering mission critical 7x24 hour services and becoming the businesses “trusted Partner.”

CORE COMPETENCIES

Defining Strategy and Aligning Delivery Capability

Governance Reporting and Relationship Management

Managing operations and compliance with Service Level Agreements

Managing major events

Performance Benchmarking and Improvement Objective Setting

Quality and Risk Management

Background in DevOps CI/CD

Program/Project Management

Transition & Transformation

PROFESSIONAL EXPERIENCE

Wipro Technologies

European / US Account Delivery Head and Transition / Agile Transformation Director

2015 - 2022

Accountable for a portfolio of Global services including infrastructure and applications transferred from legacy suppliers to Wipro, stabilization of services, SLA achievement and cost realization. Managing service quality, efficiency improvements and governance and reporting. Managing Key Stakeholders and delivery of managed services and including mission critical and high availability services.

Industry sectors included

oRegulated Industries including Banking, Insurance & Energy,

oLife sciences and pharmaceuticals, and

oManufacturing and Food & Beverage.

Infrastructure Services

oDC/Cloud Based Compute and Data Storage (Including Mainframe Services)

oWide and Local area networks using conventional and SDWAN technology (Private and Public Cloud)

oDC, Network and Endpoint Security and Vulnerability Management

oSupporting tools and automation (e.g., provisioning through scripted hypervisor deployments)

oITSM transformation and Tool Deployment Improvements (Shift Left L1 fix rate, automation of Service Request and introduction of automated bots for automated fix)

oMajor Incident Management / Key Stakeholder management

Cap Gemini UK

Transition and Operations Director 2013 - 2015

Responsible for the transition of new customers and associated major programs into service (Transformation and Major Change).

Managing early service and stabilization for key accounts with full accountability for establishing new services and meeting contracted obligations and establishing account governance and reporting against contracted obligations.

Managing organizational development

Managing Tools and automation roadmap and deployments into service

EARLIER CAREER

Blue Prairie Consulting

Transition & Contract Manager 2012 - 2013

Business Change (Transition Manager)

Findus Group – Nordics Business and IT Separation program with implementation of new agreements for separated business units. Manage Infrastructure and Data separation and provision of new computing environment (Data Centre/Cloud, Organizational separation, introduction of new security, network and security functions).

Vodafone Plc – M&A services encompassing Cable & Wireless Worldwide Acquisition and Organizational Merger in Vodafone, including re categorization of products and services

Tata Consultancy Services

Senior Account and Operations Management 2006 - 2012

Responsibilities, including operational management, service strategy and organization, key change initiatives, budget management and risk and compliance management

Service and Operations Transition / Transformational Management

Program portfolio management

Third party negotiation and delivery management

Operational management

Setup on new BPO division to deliver services within the General Insurance, Life & Pension sector, including applications and process transformation to meet contracted transformation requirements.

Experience With:

Managing International programs to deliver DC replacement services (DC, Public Cloud, Private Cloud and Hybrid) for clients across Europe and the United States/Recent experience managing IT Service Management for new Target Operating Model.

Contracting and implementing BPO services for Insurance client/Managing and optimizing service for existing North American Insurance Company customers. Implementing new charging models to meet customer cost transformation requirements.

PRIOR ENGAGEMENT DETAILS

Avination Consulting – Principal Consultant engagements included:

Pearl Group Limited – Change and Supplier Manager,

Fujitsu Service - Interim Service Delivery Director Scotland – Public Sector,

BT Middle Markets - Interim Program Director (Program Recovery Services),

Royal Mail - Transition / Change Director for national mail service,

Yellow Pages - Head of Strategy (IS),

USIT (Student Travel) - Interim CIO, and

Scottish Power IT - Strategy Manager.

EDUCATION & STATUS

US Citizen

C&G Management Systems (Glasgow College of Commerce)

Numerous ongoing Technical and Business Programs

MBA In Progress (completion June 2023)

Prince2 certified/PMP

Agile Certified

AWS Cloud Practitioner

MS Azure Practitioner

SOX Implementation and Audit

Accomplished Bid Management and Contracting

TOGAF V10 & SOX ITGC Proficient

COSO Framework

ITIL 3 and 4 certified

SDLC (Inc CD, CI cloud DevOps)

RCM & COBIT 2019 Proficient

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