Professional Summary

Professional Experience

adxh96@r.postjobfree.com linkedin.com/in/joseph-r-a4580b113 A keen focus on successful results and deliveries, adopting an approach of "What you do today affects the results of tomorrow." discipline and philosophy. My skill set is diversified in technologies, vertical markets, enterprise accounts, and senior roles. Experienced in several technologies and services such as enterprise cloud, managed services, PaaS, Automation as a Service, AI, and operational processes. Proven track record of successfully managing teams and accounts in all facets of regional operations and technical operations, including business life cycle, strategy, transitions, projects, and contract negotiations.

I have held senior and leadership positions across regions in North America and Europe such as Senior Customer Success Manager, Senior Regional Business Operations manager, Senior Technical Operations, and project management in enterprise environments. Experienced in verticals: banking, media, managed service providers, E-commerce, and manufacturing. Senior Customer Relationship Manager – DACH Nordic Region Nordcloud, Sweden AB

2021-05 – Present

Accounts

• Managing cloud enterprise accounts.

• Services - managed cloud operations and

professional services providing transitions,

Finops

• Hyperscale’s – Azure and AWS.

• Products - Kubernetes containerization, Security Palo Alto Prisma, landing zones and

• Annual revenue of over 3.8 million.

• Account up sell and cross sell revenue.

• Cost optimization and consumption review and

reporting.

• Monthly, quarterly, and annual budget

reviews.

• Account management review with internal

stakeholders to ensure successful contractual

agreements, scope, OKR's, and deliverables.

• Operational metrics KPI’s and SLA’s.

• Monthly revenue invoicing and forecasting

management.

• Contract Management and negotiations.

• Client portfolio – Nordic and DACH region.

• Verticals: Manufacturing, media, and

banking.

Projects

• Kubernetes modernization and migration. Note: Assigned as lead PM.

• Azure cloud foundation upgrades and change release management. Note: Assigned as lead PM.

• New infrastructure builds and onboarding.

Accomplishments

Within the first five months of tenure, I delivered a contract renewal for €180,500.

Within the first 12 months of tenure, I delivered a contract of new revenue for €433,192.

Established a cloud future mode of operations model and governance structure with one of the largest global brands in the DACH region.

Implementing success programs – current and future mode of operations. Joseph Renda

Senior Regional Operations Manager Nordic Region

(Stockholm-Oslo) IPsoft, Sweden AB, NYC

2014- 2020

Regional business and technical operations manager for two European regions in the Nordics (Sweden and Norway). Products/Services: PaaS, Automation, Artificial Intelligence, and Managed Services. Overview

Enterprise clients: 9

Regions: 2 (Norway- Sweden)

Revenue: €10.1 Million in

revenue MRC: 25k – 76k

CSAT: 4.6 out of 5.

Retention: 6.8 average.

Regional - Accounts

• Achieving business objectives, revenue

streams, and revenue retention.

• Overseeing regional accounts, renewals, upsell

cross sell, revenue streams and overall

businesses operations.

• Managed strategic partnerships with external

partners and internal business units.

• Monthly, quarterly, and annual reporting of

operations and financials.

• Ensuring products and services are

delivered according to agreed SOW and

contracts.

• Responsible for the full life cycle of account

from inception, project, transition, go live and

post go live.

• Planning and evaluating business operations

ensuring an efficient GPM, and cost-effective

region.

• Developed and implemented quarterly and

annual business objectives OKRs and KPIs.

• Align with internal and client stake holders, legal, and procurement, negotiating contracts.

• Security - ensure regional controls and

processes are in place for successful SOC

audits

• Product training in Denmark, Norway, Sweden,

and Lithuania.

• Recruiting alignment with human resources

and global recruitment for all teams.

• Multi-cultural environments with clients,

colleagues and vendors in NYC, London,

Vilnius, Oslo, Stockholm, Copenhagen, and

Frankfurt.

• Managed directly and indirectly multiple teams

from twelve to over fifty

Projects

• Annual Security Audits – Danish Banking client – ISO27001 and SNT4400.

• Integrations ITSM platforms, automation services, data center migrations, and VMware migrations.

• Expansion of office real estate footprint from 707 sq m/ to 2087 sq m. Increase of employees from 36 to121.

• Large transitions from current mode of operations to future mode of operations. Accomplishments

Operations Accounts

• Oversaw 5 teams across 2

regions establishing a

governance structure ensuring

successful deliveries.

• Established a MBR, QBR

reviews, and account strategy.

• Achieved on average

over 84%automation

resolution.

• Renegotiated 100% of all clients’

contracts extensions increasing annual

client retention and revenue.

• 21% GPM average across all clients.

• Introduced a customer success program

leading to long-term account retention of

6.8 years average length and10.3 million

in revenue.

• Customer surveys average 4.6 average

out of 5 KPI target.

Skills

Technical Skills

Education

Volunteer Experience

Global Operations Service

manager IPsoft Inc., NYC, New

York

2007 – 2014

Global Service Manager for Enterprise Rim/PaaS accounts and solutions for offshore team Bangalore, India and near shore New York, US teams.

KPIs, metrics, MTTR response time, SLAs, DPO, QOS, for all clients are met quarter to quarter and annually.

Manage and assist production mission-critical environments supporting L1, L2 and L3 engineers in a technical and operations capacity which includes the following tech silos: application, networking, database, Windows, and Unix.

Ensuring successful change control process and change releases.

Assisting in completion of RCA's postmortem reports. Accomplishments

Consistently won over 50% client satisfaction between all shifts.

Consistently met KPI metrics MTTR, QOS and least amount of client dissatisfaction.

• Contract negotiations.

• Client facing communications and client business partnerships.

• Team building and leadership in accounts and operations teams both large and small.

• Understanding of technology products, business used cases, projects, transitions, and operations and professional services.

• Understanding of technical stacks and architecture in Cloud and PaaS.

• Technical and comprehensive understanding of various areas of technologies such as cloud, networking, LAMP stack, applications and *nix systems.

• Raritan Valley Community College

• Computer Science & Information Technology (GPA 3.44)

• Literacy Volunteers of America

• Board Nominating Committee – FFF Fäktning (Fencing) Stockholm, Sweden. Sweden’s oldest fencing club.

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