Scott McVean Curriculum Vitae

Milford, MI *****

adwpwr@r.postjobfree.com

248-***-****

Professional Summary:

Program management professional with 20 years experience of Contract Management in Finance & Operations, Global Technology Services. Competent in finance, contract management & change, new business, risks, & governance. Successfully mentored subordinates & peers in methodologies for achieving results in both line & matrix organizations. Agile Iteration Manager who effectively conducts organizational change through improvements, policy changes, etc., and welcomes feedback. Analyzes organizational strategy to assure alignment with business objectives.

Summary of Professional Skills:

Client Relationship Management

Customer Service Excellence

Financial Management

Compliance

Agile Project Management

Continuous Learning

Program & Project Management

Large Team Management

Mentoring, Coaching, & Motivating

Invoice Preparation and Delivery

Work Experience:

10/2015 – present Independent Consultant and Professional Tutor Self-employed

Consulting in Contract Management, Agile Change Management, Growth Mindset, and Business Process Improvement programs.

Professional Tutor in Project Management Professional (PMP) certification prep, ACT, SAT, and Academic Programs.

08/2021 – 08/2022 Senior Service Delivery Manager Virtual Service Operations - VSO, LLC

Utilized experience to implement and manage a global Business Program Office as a support hub for domestic and international locations. Responsibilities included partnering with IBM, Kyndryl, and Raytheon Technologies, as well as, managing Local Country Agreements, contract compliance, contract governance, deliverables, issues/risk management, audit readiness, program management processes, project control, requests for new service, vendor management & SOW’s.

01/2009 – 02/2021 Global Contract Commercial Manager IBM Finance & Operations

Managed the program office for Client- & Delivery-Partner Executives for Contract Management Quote-to-Cash (Q2C) international automotive, financial services, government, petroleum, & IT accounts with more than $130M in annual revenue. Conducted client & executive interface, account ownership, & workflow/resource management. Reported Contract Management KPIs including financials, client satisfaction, & business controls. Maintained formal PM processes/procedures to maintain control of multiple/integrated contracts. Provided IT & best practices input to customer's strategic plans.

• Recognized with 2Q 2020 BEST Award Winners (“Empower and Recognize”) as Agile Iteration Manager for new international squad; developed and presented courses on Agile Change, Growth Mindset, and Team Development.

• Improved Annual Program Management Review (PMR) rating from a "D" to an "A" while profit increased by 23 margin points worldwide during organizational downsizing.

• Earned Champion Learner – Silver Status by completing over 1,370 learning hours and 18 ACCLAIM Badges; an achievement earned by only 5% of all IBMers.

07/1999 – 01/2009 Program Office Account Manager IBM Global Technology Services

Led an international automotive program office that serviced multiple contracts. Interfaced with customers, recognized issues, analyzed situations, and implemented solutions. Provided leadership to the team, prioritized work, & represented team with other IBM business lines. Managed program administration, assets, audit readiness, contract compliance, billing preparation, deliverables, education, event coordination, labor claiming, risk management, measurements reporting, procurement, program management processes, project control, property, service requests, software consent & letters of agency control, & SOW’s. SME for Global Resources Requests, Viewpoint Database, & Sarbanes/Oxley.

• Earned Hundred Percent Club Award in 2008 for demonstrated direct business impact and focus on client satisfaction.

• Crafted and presented PALS curriculum (People, Aware, Listen, Steps) to provide team training on building relationships with customers and shifting mindset to a people-focused mindset for improved business results.

02/1999 - 07/1999 Field Systems Implementation Analyst Norrell Services, Inc.

Information Systems & Technology Department. Supported branches through the conversion of a Unix database system to a Y2K compatible, custom windows database system. Verified equipment and software functions were performing. Understood all components of the application and processes. Provided conversion support, troubleshot conversion issues and provided

additional training during branch implementation. Extensive travel to all branches throughout North America.

11/1996 - 02/1999 Area Service Manager Norrell Services, Inc.

Long-term placement, outsourcing, staffing. Managed the overall service function which included customer satisfaction, the quality process, market recruiting, and service personnel training. Coordinated with the Regional Sales Manager to ensure that the area reached its financial year-end goals, as well as, analyzed the competition and business development opportunities. Assisted with the development of the annual budget. Ensured quality customer service by conducting in-depth studies. Recruited, screened, interviewed, trained, and would strive to retain service associates. Developed, implemented, and monitored service programs. Served as a back-up for service associates during crises.

• Member of Regional ISO 9001 Team.

• Maintained Q-1 quality status, including QOS (Quality Operating System)

• Internal Consultant to Toledo, Ohio Market beginning April 1998.

03/1996 - 11/1996 Senior Customer Service Manager Norrell Services, Inc.

Long-term placement, outsourcing, staffing. Managed the service and operation functions. Assisted the area branches in achieving financial goals. Maintained strong client relationships through service calls. Reviewed and solved issue areas. Assessed client needs and matched appropriate employees to meet client needs and expectations. Reviewed feedback surveys and implemented necessary changes to ensure quality service. Retained employees by supervising, motivating, counseling, coaching, and cross training. Maintained effective communications link with sales and service teams. Set goals for self and staff that were realistic and obtainable. Prioritized, when necessary, the daily work of staff. Encouraged all team members to share their expertise. Maintained a Team Support environment.

• Chairperson of Regional Quality Leadership Team.

• Branch achieved 5 Star Quality Award.

11/1994 - 03/1996 Customer Service Manager Norrell Services, Inc.

Long-term placement, outsourcing, staffing. Managed the service function and assisted branch associates in handling day-to-day operations. Expanded base business that helped lead to record increases in overall branch profitability. Contributed to Branch being recognized as “Regional Branch of the Year.” Recognized as “Regional Customer Service Manager of the Year.”

Education & Certifications:

Bachelor of Science Business Administration – Human Resources Management The Ohio State University

Project Management Professional (PMP) Certification Project Management Institute

The President’s Volunteer Service Award, Corporation for National and Community Service (2014-2017)

Acclaim Badges: Cognitive Practitioner, Enterprise Design Thinking Practitioner, Data Science Foundations, Data Science for Business, IBM Agile Explorer/Practitioner, Earning Advocacy Practitioner, Watson Conversation Service Methodology, IBM Blockchain Essentials, IBM Cloud Innovate Method Explorer, Statistics, Big Data Foundations, Disruptive HR in a Cognitive Era, People Skills, & IBM Mentor

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