Service Manager Project Management

David Scott

Orange Co, CA ***** • ***********@*****.*** • M: 562-***-****

www.linkedin.com/in/dscott90807

IT Service Manager / Voice Engineering Project Manager

Versatile and creative service technology manager with a successful track leading key strategies and initiatives in support of core business functions. Recognized as a strategic change agent, delivering improvements in efficiency, quality and profitability. Strengths include a set of varied and diverse hands-on and leadership skills that effectively improve efficiencies, reduce costs, enhance teamwork, align information technology with business goals, and effectively manage the environment.

Core competencies include:

UC & Voice Infrastructure Management

Operational ITIL processes V3 Certified

Extensive Project Management Experience

Budget & Resource Management

Infrastructure & Voice Network Design

IT Shared Service Compliance/Processes

Incident & Change Service Management

Business to IT Customer Service Relations

Strategic IT Milestone Planning & Implementation

Communication & Presentation

Motivational Team Building & Leadership

Process Improvement, Analysis & Redesign

IT Risk and Security

Vendor, Procurement and Budget Management

Professional Experience

IT SERVICE DELIVERY MANAGER - LION RESOURCES INC - New York, NY

Aug 2006 to Dec 2022

North America IT Service Manager responsible for telecom/unified communication services and project initiatives over a 16-year tenure throughout the Publicis Groupe locations, across the US, Canada and LATAM regions.

As the Publicis Groupe company grew to 96,000 employees globally in more than 100 countries, provided collaborative leadership and critical infrastructure support while maintaining a high level of client satisfaction.

Supported and assisted the transitioned 34,000 users across the Americas to WFH without any significant issues and with incredible feedback from the Publicis Groupe agencies.

Successfully led service requirements and budget planning through several company acquisitions/mergers, which included integrating additional team members, technology platform migrations and budgeting analysis for the service.

Managed North America Telecom Team in multi-year service strategy based on new voice technology standard and refined budget planning recommendations that outline service and operational cost reduction. Telecom Service executed multiple large scale voice platform upgrades during my role as service manager. Examples include North America voice standardization from legacy stand-alone PBX systems to enterprise Cisco Call Manger VoIP, followed-up by migration of Cisco Call Manager to Skype for Business. The final phase consisted of a migration from Skype for Business to Microsoft 365 and Teams enterprise voice as the standard global company communication and collaboration platform.

Demonstrated project management skills, resulting in large-scale initiative that reduced operational and maintenance cost by removing legacy telecom voice inventory and services across several major carrier accounts. Performed telecom carrier audit across the US and eliminated legacy TDM technologies, as the organization pushed forward with company network standardization. The result of this initiative reduced the telecom voice annual budget by over 1+ million dollars.

Responsible for production and maintenance of detailed service definition, including scoping and cost management.

In full interlock with Global support teams to plan, organize, deliver, measure, report and review service desk activities to the expectations of the Publicis user community and in compliance within the shared service model standards and contractual agreements.

Contribute and recommend on strategy definitions in the areas of support and IT infrastructure and communicate these ideas to leadership for the North America region.

Managed production incidents and change control process across other organizational teams to ensure service levels are maintained at a level acceptable to the agencies business and in line with contractual requirements.

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SALES ENGINEER I - INTELLI-FLEX – Long Beach, CA

Mar 2005 to Aug 2005

Provide product positioning strategy support and develop engineering designs, based on understanding all elements of the customer business requirements.

Developing solutions with internal sales team and clients in response to needs; identifying services to grow sales to new and existing clients, primarily in a pre-sale’s role.

Engineered and managed solutions and led implementation projects for VoIP and TDM voice platforms.

Support account representatives at customer appointments and develop RFP responses with appropriate products and services based on client discussions.

Writing service proposals and statements of work, developing project plans and technical documentation

Skilled in organizing resources, establishing priorities, and multitasking project deadlines.

SENIOR PROJET MANAGER – NETVERSANT – Orange, CA

Nov 1999 to Mar 2005

Provided project management for installations of telecom voice platforms of applications, integrated systems, and communication products.

Specializing in the telecommunications industry for over 15 years working on both the "Customer and Vendor" side of the business.

Develop detailed baseline project plans; track and manage project to successful completion; communicate status and issues to project stakeholders; provide leadership to cross-functional projects teams and maintain project documentation.

Hands-on manager assigned to customer installations, which includes a team of engineers and system design specialist.

Field experience includes system installations, system programming, service and repair, MAC request and cabling projects.

Coordinate ordering and installation of local and long distances facilities as needed. Plan and design switch room in preparation for final system build-up, power, environmental and cabling specifications based upon exact configuration.

Lead representative for initial introduction "Kick-Off" meetings with customer, where project outline, scope of work, critical milestones, time frames and responsibilities are defined.

Developed NetVersant customer "Kick-Off" manual presented during initial project introduction meeting.

Professional Skills

Extensive professional development in IT leadership includes seminars, executive coaching, team learning.

Excellent verbal and written communication skills, problem solving skills, attention to detail.

Accomplished business and financial acumen and decision-making skills that either enhance, control, or identify service experiences ensuring customer satisfaction.

Effective prioritizing, analytical, problem-solving, skills with deep attention to detail

Adept communication skills and demonstrated ability to articulate ideas and concepts in a multicultural setting.

Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams.

WFH for 16 years with the company, but always ready and available for local onsite office visits, and domestic and international travel.

Proven expertise in the management of KPIs and Service Level Agreements in the delivery of End User Services.

Successful completion of Publicis Groupe Data Privacy courses

References available upon request.

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